Senior Executive, 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 Senior Customer Experience Executive is dedicated to enhancing customer satisfaction by conducting outbound calls to PACS customers in a timely and professional manner. This role proactively addresses concerns raised in CSAT surveys, identifying and resolving issues through thorough follow‑ups. By collaborating with internal teams, the Senior Customer Experience Executive contributes to continuous improvement in PACS customer experience.

Key Responsibilities

• Receive automated hot alerts via email for detractors.
• Consolidate relevant information from hot alerts into an Excel file.
• Perform checks on LA and consult with functional leads to determine if any actions are being taken, and assess whether a callback is required for each case based on pre‑determined criteria.
• Make calls to address : customer issues, feedback, and complaints; and suggestions on how Prudential can achieve a 9 or 10 rating.
• Update the Excel file with : general feedback and comments; and feedback requiring further action, forwarding it to relevant functional leads for follow‑up.
• Share the consolidated Excel file with the Insights team bi‑weekly.
• Uphold a high level of professionalism and empathy in all customer interactions.
• Adhere to company policies and procedures during customer interactions.
• Any ad hoc tasks that support the department’s success in customer service delivery.

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.

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