Assistant Director, HNW Customer Strategy & Experience at Prudential plc - Kuala Lumpur

The Assistant Director, HNW Customer Strategy & Experience is responsible for translating the High Net Worth strategy into a differentiated customer experience. This role focuses on identifying systemic gaps and prioritizing improvement initiatives to enhance service standards for affluent clients.

In this role, you will engage in day-to-day activities that involve building structured processes and defining KPIs to support sustainable business growth. You will work closely with cross-functional teams to ensure a seamless customer experience.

Key Responsibilities:

• Translate the High Net Worth strategy into actionable customer experience initiatives.
• Identify and analyze systemic gaps in onboarding, underwriting, and claims processes.
• Prioritize improvement initiatives based on customer feedback and operational efficiency.
• Build structured processes and service standards tailored for affluent clients.
• Define KPIs and governance frameworks to measure success and drive accountability.
• Collaborate with senior stakeholders across Distribution, Product, and Operations.
• Lead cross-functional teams to ensure effective execution of customer strategies.