Head of 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.

Job Scope:
Reporting to the Chief Operations Officer PAUL, the Head of Customer Experience supports the business by partnering with stakeholders to identify and drive value adding initiatives meant to differentiate Prudential as a future oriented, customer focused organisation by ensuring that the initiatives support our vision to provide top of class service. They will ensure quality delivery of insurance solutions to customers with the view to retaining, reaching and attracting new and potential customers. This will be achieved by improving the overall customer experiences at all touch points through differentiated yet aligned initiatives, thus attaining and exceeding the anticipated customer loyalty and retention targets.

In order to achieve the above, we are looking for an exceptionally talented customer experience professional to define and implement top of the class customer service standards, processes and procedures and create tools to effectively measure customer satisfaction and service improvement.

The successful candidate will be an ardent team player, with a positive flair for customers, ready to take ownership of all customer matters and follow through to resolution, while proactively researching and updating senior management of the best in class service trends geared towards improving the total customer experiences.

This is a senior management role, and the successful candidate will be an ardent team player with a global customer mindset, highly analytical, self-driven with excellent interpersonal skills. Additionally, she will preferably have worked in a fast growing, highly commercial and digitised service environment. Multinational experience is a definite advantage.

Principle Accountabilities:

• Improve the experiences of the Prudential customer with a view of increasing the customer satisfaction and retention levels
• Champion customer management, customer relationship and customer value management chains
• Partner with the business functions to assess the sales process and experience, marketing and servicing to deliver seamless customer experience
• Collate customer feedback, analyse and design specific practices that Prudential can leverage on for the customer’s and Prudential’s benefit
• Review and improve processes to effectively track, oversee and organise interactions between the customer and Prudential throughout the lifecycle
• Liaise with the relevant business owners to champion change and lead prioritised customer service delivery improvements
• Use the net promoter score, mystery shopping or similar tools to measure service improvement and customer satisfaction.
• Facilitate Customer Experience focus groups with customers, volunteers and staff
• Present live data, reports and recommendations to stakeholders including senior management and colleagues to gain commitment and implement measurable customer experience
• Take lessons from highly regarded service providers in and outside our specialisms and industries and deliver an enhanced customer experience at all customer touch points
• Train, develop, coach, mentor and performance manage the customer experience teams
• Partner with colleagues within Prudential Africa businesses to develop customer centric solutions to the benefit of the insuring public

Competences, Qualifications & Experience:

• Strong customer focus/orientation with high stress tolerance levels
• Demonstrable ability to lead and motivate teams
• Demonstrated ease in exercising initiative, good judgment, good problem solving, and decision making.
• Advanced troubleshooting and multi-tasking skills

• Superior written, verbal, interpersonal & communication skills and capacity to build and maintain good long-term relationships with stakeholders and partners
• Ability to influence credibly through leadership and service by example
• Dynamic, proactive professional with strong planning, organisational and service delivery skills
• Excellent customer service and organisational skills
• Ability to analyse information with a keen eye to detail and report to management with utmost accuracy and attention
• Must possess a strong service orientation and be able to maintain professional composure when dealing with confrontation or complaints.
• Ability to demonstrate skills in organization, prioritization, leadership, project management, communication and personal computing products such as Word, Excel, PowerPoint, etc. 
• Above board levels of honesty, integrity and confidentiality
• Quick to learn and adopt to the dynamic business environment
• Bachelor of Commerce, Business Administration, Economics, Social Sciences or other relevant degree from a recognized university.
• Relevant customer service professional qualifications are an added advantage
• 7+ years of relevant working experience of which 3 must be in a similar senior position

 

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.