Head of Customer Experience

Head of Customer Experience

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, he/she will preferably have worked in a fast growing, highly commercial and digitised service environment. Multinational experience is a definite advantage.

Core Competences Required:

• 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

Please send your CV and academic documents to www.prudentialplc.com/en/careers by 12th July 2026

Note: Only shortlisted candidates will be contacted.