Associate Director, Customer Experience
Core
Lead digital customer experience strategy, mobile app modernisation, and AI/personalisation initiatives to improve customer journeys and NPS.
Role type
Senior IC digital product manager (customer experience)
Builds
myPrudential mobile app, digital touchpoints, AI-driven engagement platforms
Domain
Insurance / Digital Product & Customer Experience
Deliverable
product features
Required skills
digital product strategy, mobile app management, journey mapping, customer analytics, AI application, stakeholder alignment, agile delivery
Preferred skills
voice-of-customer insights, responsible AI, inclusive design, change management
Technologies
CRM, conversational AI, next-best-action, sentiment analysis, predictive engagement
Responsibilities
Own digital customer experience roadmap; lead myPrudential app modernisation; define AI and personalisation use cases; design inclusive customer journeys; lead cross-functional delivery and governance.
Seniority
Senior, hands-on IC