Customer Research & Insights Manager

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 Customer Research and Insights Manager will be part of the Customer Experience Team and will support Prudential’s efforts in elevating our customer’s experience across all touchpoints and interactions.

Seating within our Customer Division and reporting into the Head of Customer Experience, you will be responsible for supporting our Customer Insights practice, embedding research-based insights into our strategies, segment and stakeholder understanding, marketing programs, product design, corporate communications and more.

In your role, you will leverage best practices in Consumer Research, including a variety of qualitative and quantitative research approaches including surveys, focus groups, user testing, co-creation workshops, online community research etc, to build deep understanding and insights of current and prospective customers, prospects and Singapore consumers at large. You will also support the internal insights works to solicit insights from our distributors, stakeholders and employees to identify ways to improve experience.

You will possess strong Consumer Insights research and analytics skills which may include skills in behavioural science. You will take a keen interest in understanding the needs of our stakeholders and provide guidance on the appropriate research methods or options to help collect and deliver actionable insights that will help deliver the desired business outcome. You will also be effective in prioritising incoming research requests, working closely with other members in the CX team to manage the research requests, to deliver insights on time.

This is a collaborative role which works with the Customer, IT, Product, Finance, Operations teams amongst others, as well as directly with our customers, partners and agents to deliver world leading experiences for both internal stakeholders and external customers.

You will be responsible for consulting, designing and administering best practice qualitative and quantitative research in-house, in support of critical business needs, all in collaboration with stakeholders across the organization.

• Driving the Customer Insights practice and embedding research-based insights into strategies, segment and stakeholder understanding, marketing programs, product design, corporate communications, and more.
• Leveraging best practices in Consumer Research, to build a deep understanding and insights of current and prospective customers, prospects, and Singapore consumers at large.
• Supporting internal insights work to solicit insights from distributors, stakeholders, and employees to identify ways to improve the experience.
• Providing guidance on appropriate research methods or options to help collect and deliver actionable insights.
• Prioritizing incoming research requests and working closely with other members of the CX team to manage research requests and deliver insights on time.
• Lobbying and championing the use of Customer Insights in designing products, services, and experiences delivered to customers.
• Deriving and consolidating insights into actionable items, reports, and presentations for senior-level stakeholders.
• Supporting the culture of Customer Centricity by promoting open sharing of insights and insight methods.
• Managing external partners as needed and sourcing new partners to help drive relevant insights and knowledge.
• Budget Management to ensure we spend as per budgeted or less.
• Drive and support initiatives that improve our CX management, including but not limited to keeping a pulse on complaints, incidents, service initiatives that help improve our NPS score.

Competencies & Personal Traits

• Copes and functions well within a dynamic and evolving environment
• Demonstrates curiosity and possesses an inquisitive and analytical mindset
• Demonstrates passion and drive to succeed in assigned tasks
• Demonstrates accountability to assigned responsibilities
• Is independent and driven
• Is resourceful in navigating the organization in securing relevant personnel and inputs
• Is a committed individual who strives to meet or better assigned timelines
• Is detailed oriented
• Possesses a robust understanding of the PACS business construct and priorities
• Possesses a positive can-do attitude
• Possesses highly developed interpersonal skills (in both one-to-one or group settings)
• Possesses excellent verbal and written communication skills

Working Experience

• 7-8 years of relevant experience supporting Customer Insights and / or Market Research-related activities and initiatives
• Strong project management skills with the ability to manage multiple tasks concurrently
• Adept at managing projects that span multiple stakeholders (both internal – e.g. stakeholders, functional leads; and external – e.g. vendors)

Education

• Minimum of a Bachelor’s Degree – preferably in a business, communications, management, marketing or finance discipline

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.