PBTB | Manager, Digital 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.

The Digital Design Experience role is responsible for reviewing, shaping and governing the customer experience of digital platforms at the local level, ensuring that the UI/UX are customer-centric, usable and aligned with local CX priorities.  The role acts as the local business experience reviewer and custodian, assessing Group-led PRUServices feature journeys, endorsing designs that meet customer and business needs and recommending localized customization where required.

Key Accountabilities:

Digital Experience Review & Journey Governance

• Review PRUServices (web and app) feature journeys designed by Group Tech from a customer experience and usability perspective
• Assess whether proposed designs meet local customer needs, CX principles and servicing realities
• Recommend acceptance or request for local customization, supported by clear experience rationale

UI/UX Consistency & Experience Quality

• Ensure consistency of experience across digital platforms, journeys and releases at LBU level
• Review designs for clarity, simplicity and alignment with agreed experience standards
• Identify potential experience risks before development and launch

Collaboration with Digital Platform & Delivery Teams

• Work closely with Ops, PRUServices project team and Digital Project team to support platform initiatives
• Collaborate with IT, business teams and Group Tech / vendor to ensure experience intent is correctly implemented
• Support UAT by validating experience quality prior to go-live

Customer Insights & Experience Optimization

• Leverage insights from Medallia, Sprinklr, usability feedback and analytics to inform experience reviews
• Identify experience gaps or friction points requiring redesign or local enhancement
• Support post-launch optimization of journeys and interactions

Experience Documentation & Enablement

• Maintain journey maps, experience artefacts and design review documentation
• Provide experience guidance to internal teams to ensure consistent application
• Support experience capability building within the CXS

Key Requirements:

• 5–10 years’ in UX, digital experience or service design roles
• Strong experience designing end-to-end digital journeys, not just screens
• Experience working with product, platform or IT teams
• Journey mapping, wireframing, interaction design
• Strong customer-centric thinking
• Able to balance design quality with delivery realities
• Comfortable influencing without formal authority
• Exposure to regulated industries (insurance, financial services, telco)
• Familiar with CX tools, usability testing or analytics

 

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.