Director, Research

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.

Support various group functional owners e.g. Customer, Health, Agency, Operations and Technology with research expertise and distil key insights on CX impact in delighting their customers / reinforce agent loyalty from their existing initiatives and programs.

Role Purpose:

• Be the custodian of global survey methodology, drive and institutionalize company-wide approach customer experience and sales distributors loyalty research studies (Net Promoter Score - NPS) across markets with cadence and discipline.
• Provide research expertise from design and insights generation including identify gaps and opportunities to integrate the learnings from customer journeys redesign, customer segments and other research studies e.g. transactional survey feedback, operational data, and reinforcing the framework to distil more in-depth actionable insights to uplift customer satisfaction and loyalty
• Responsible for customer insights consolidation and dissemination by distilling key insights to help leadership team and functional stakeholders to prioritize and focus on key journeys/ episodes to create game-changing experiences and shape better outcomes to delight customers and reinforce loyalty including agents.
• Advisory of customer insights generation, best practices including interacting with key stakeholders at both business and group functional stakeholders
• Responsible in managing vendor relationships and deliverables and program budget

Key Accountabilities

1. Voice of Customer Competitive benchmarking - Life only (Customer rNPS)

• Refine scope, review questionnaire design and approach to integrate learnings from customer journey redesign
• Sharpen actionable insights sharing report template (comprehensiveness, yet simple and engaging for various stakeholders)
• Continuous engagement with markets to identify action plans and drive improvement in satisfaction / loyalty by 1 quartile each year or maintain top quartile.

2. Voice of Customer Competitive benchmarking - Health segment (Health rNPS)

• Provide research expertise and advisory in research design and approach.
• Engage with Group Health and support in rolling out Health rNPS.

3. Voice of Customer Transactional survey (tNPS)

• Lead survey design for new touchpoints and/or recommend refinements of existing touchpoints questionnaire based on key learnings from Customer rNPS
• Recommend survey design and approach for new touchpoints for Health pillar.

4. Voice of Agent (Agent NPS)

• Provide research expertise and advisory in research design and approach.
• Support in rolling out Agent rNPS.
• Sharpen actionable insights sharing report template (comprehensiveness, yet simple and engaging for various stakeholders)

5. Research management

• Monitor progress of research projects including partnering with research vendors to ensure relevance, integrity, and timely delivery of satisfaction studies across key markets, including driver and correlation analysis.
• Develop and manage playbooks of PRU's research survey methodology and approach

Job requirements

• Degree holder with minimum 10+ related experience in research and customer experience preferably in financial / insurance
• Expert knowledge in quantitative and qualitative research methodologies, techniques, and tools
• Proven hands-on experience in rolling out satisfaction / loyalty programs and driving continuous improvement in customer experience management and delivery.
• Strong analytical mind and demonstrate customer insights knowledge by translating competitive insights and VOC into actionable insights and actions for various stakeholders e.g. Operations, Marketing, Sales distribution.
• Strong communication and influencing skills with ability to work positively and sensitively with senior stakeholders and across markets with different cultures. In-house regional research experience is preferred but not a must.
• Strategic thinker with strong project planning and management skills with experience in leading projects especially in new initiatives from planning, infield execution to insights delivery in multiple markets across Asia
• Mature, highly motivated, self-starter and results orientated with drive to meet deadline / targets.
• Flexible, resilient and creative, intellectually curious
• Self-motivated to continuously upgrade one's domain knowledge, research new tools and technologies, keep abreast of latest developments in Customer Experience and evaluate their application in key business domains on a consistent basis.
• Exceptional analytical skills, including knowledge of market research tools and advanced analytical tools such as Alteryx and Tableau
• Exceptional skills in Microsoft Excel, Powerpoint
• Excellent English language skills fluent in one other languages such as Bahasa, Mandarin, Thai, Vietnamese will be a plus.

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.