Experience Design Lead
Prudential · Metro Manila
Full-timeonsiteleadCustomerCustomer ExperienceCXProcess ImprovementLean Six SigmaJourney Mapping
รายละเอียดงาน / Description
Based in the Philippines, this leadership role drives strategic customer experience initiatives, journey designs, and lifecycle management programs for the enterprise. You will analyze customer feedback loops, translate insights into actionable operational roadmaps, and apply continuous improvement methods like Lean Six Sigma to enhance service quality. Collaborating across departments, you will spearhead transformation efforts to elevate customer retention, satisfaction, and loyalty.
หน้าที่ความรับผิดชอบ / Responsibilities
- Lead strategic customer experience, lifecycle management, and journey mapping initiatives.
- Oversee Voice of Customer feedback mechanisms and data analytics to uncover actionable insights.
- Apply Lean Six Sigma techniques to analyze root causes and streamline operational processes.
- Manage customer experience dashboards, metrics reporting, and executive governance updates.
- Partner with cross-functional business units to align communications and execution plans.
- Mentor and guide team members while managing performance and capability development.
คุณสมบัติ / Qualifications
- Strong background in customer experience leadership, journey design, and lifecycle strategy.
- Expertise in Voice of Customer (VoC) programs and customer analytics.
- Proven experience with Lean Six Sigma or related continuous improvement methodologies.
- Demonstrated ability to drive cross-functional projects and manage executive stakeholders.
- Excellent project governance, dashboard reporting, and business case development skills.
- Track record of leading and developing teams in a corporate environment.
ทักษะที่ต้องการ / Required skills
- Customer Experience
- Customer Journey Mapping
- Voice of Customer
- Lean Six Sigma
- Process Improvement
- Customer Analytics
- Project Governance
- Stakeholder Management
- Team Leadership
สวัสดิการ / Benefits
- Opportunity to work in an inclusive and diverse global organization.
- Career growth and professional capability development support.
- Reasonable accommodations for physical and mental health requirements.