Assistant Director, Customer Experience & Insights

This role leads the Customer Experience agenda for Prudential's Personal Accident and Medical Benefits division, focusing on driving measurable improvements in Net Promoter Score (NPS) and customer journey outcomes. The incumbent acts as an orchestration and governance leader, translating customer feedback and operational data into clear priorities while holding business owners accountable for delivering experience improvements. Key responsibilities include managing Voice of Customer (VOC) programs, overseeing complaint resolution in line with Treating Customers Fairly (TCF) principles, and consolidating data for regional dashboard reporting.