Job Opportunities in Malaysia

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.

To support any project delivery from conception to implementation with the main focus is performing test for any new function, enhancement or regulatory related be it for Customer Experience & Services department or companywide project.

• Identify test scope and prepare the test plan for UAT and ORT for any project involved in, be it for new function, enhancement, or regulatory related.
Perform UAT & ORT based on the prepared test plan, raised defect if any and to
• up on defect fix status during UAT, ORT and post migration activities.
• To assist in reviewing and providing input for Business Requirement, User Story, and User Journey from customer experience perspective.
• Sharing of information for any new migrated project, enhancement, development or change of process to the front liners.
• Perform call back of NPS detractor feedback for customer digital services platform to identify the difficulties that customer faced and prepare the business case for further discussion during team service huddle and VOC dialogue session.
• Identify pattern of issue from the NPS verbatims for customer services digital platform and provide the solution to overcome the issue for improvement of customer experience and elevate the NPS.
• Fulfill the request, enquiry, or issue highlighted by frontliner related to FTCS and AS
• Fulfill the request, enquiry, or issue highlighted by frontliner related to customer digital services platform (Touch, PRUServices, PRUChat)

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.

Job ID 24090182