Customer Strategy

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 Scope:

Responsible for shaping overall customer strategy, ensuring alignment between growth, retention, and lifecycle management, while leading governance and performance reporting to senior stakeholders.

Job Responsibilities;

1. Customer Strategy: Support and monitor key customer KPIs, including customer health, retention, and persistency variance, while translating customer insights into actionable strategies to improve targeting, customer experience, and retention.
2. Governance & Reporting: Lead customer performance reporting covering retention, persistency, and lifecycle KPIs, drive governance forums such as Customer Council and Persistency Committee, and ensure timely follow-up and execution of action items from councils and audits.
3. Stakeholder Management: Act as a key strategic partner to Heads of Departments (HODs) and cross-functional teams, ensuring alignment on customer priorities and strategic initiatives.
4. Customer Acquisition Support: Support integrated acquisition programs (e.g., iCAP) by balancing growth and retention outcomes, and monitor New to Prudential (NTP) performance in collaboration with Agency and Digital teams.

Requirements

• Bachelor's degree in Business, Mathematics, Management, Economics, or a related discipline.
• Exposure to customer strategy, CRM, or insurance operations is an advantage.
• 5–10 years of experience in Strategic Management roles.
• Proven experience managing customer retention and persistency initiatives.
• Experience working in insurance or financial services is strongly preferred.
• Proven experience working with senior stakeholders and driving cross-functional alignment.
• Strong understanding of customer lifecycle management and retention frameworks
• Knowledge of persistency drivers and customer performance metrics
• Familiarity with customer reporting, governance forums, and KPI tracking

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.