AVP Customer Experience

Prudential's purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people's career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.

PT. Prudential Life Assurance Indonesia

AVP, Customer Experience & Segmentation

Prudential's purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people's career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.

Job Description:

• Design and implement strategies to enhance overall customer experience towards all touchpoints, define goals, metrics, and action plans (including NPS/CSAT surveys) Improving customer experience and provide solutions based on customer profile and their segment
• Supervising and overseeing the strategy, planning and execution. Liaising with other department heads to ensure a seamless experience across touchpoints
• Develop and implement Customer Communications strategies from the aspects of the channels, tools, and contents
• Develop and implement Customer Engagement Strategy by continuously assessing current partnerships and customer activities and take necessary actions for future improvement
• Planning and building customer onboarding by using best practices across industry and other markets where necessary
• Building a robust plan and the implementation of segmentation strategy
• Developing the propositions to fit the needs of the segments
• Responsible to provide data and insights on customers from the angles of the profitability, tenure, demographic, and other necessary measurements
• Provide agreed reports and lead base for existing portfolio and to ideate and initiate campaign-related programme where deemed necessary
• Oversee the performance of the initiatives, address for any deteriorating performance or inconsistent patterns, and share the insights with the relevant stakeholders for improvement
• Recommend, conduct, and monitor critical follow-up actions from the insights, and aligning the steps with the other related functions for the implementation

Job Requirement:

• Minimum Bachelor-Degree from reputable university
• Minimum 7 years of experience in relevant industry and functional experience (as Customer Experience and Segmentation) including leadership roles, or related functions, ideally within financial services or insurance.
• Acquainted with strategic technology know-how
• Creative and efficient thinking process
• Practical knowledge about Marketing, Sales Distribution & technology
• Leadership in both team environments and individual settings
• Strong interpersonal communication skills
• Good teamwork and motivational skills
• Public presentation skills
• Solid command of spoken and written English

Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organization irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part-time / fixed-term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.

Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part-time / fixed-term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.