Head of Strategic, Eastern and Central Africa Sub Region at Prudential Life Assurance Kenya
- The
role will report into the Chief Officer: Commercial, Operations and
Strategy and work with key stakeholders to operationalize Insights
generation from Voice of Customers and Voice of Agents and identify gaps
and opportunities to integrate the findings with customer segment,
behavioural and transactional data and reinforce the insights generation
framework to distil more in-depth actionable insights to drive customer
success.
- The
role will also be responsible for strategic management. This includes
researching, collecting and analysing market trends, competitor movements,
and internal operations to shape strategies that will drive long-term
growth and profitability, and competitive positioning.
Key Duties & Responsibilities – Customer Experience
- Define
and develop our customer strategy, define our segmentation by life stages,
understand the different needs, identify product solutions, agree
distribution and servicing approach for each segment.
- Reward
value and customer outcomes.
- Measure
and report TAT on customer touch points.
- Standardize
NPS approach and measurement across LBUs.
- Lead,
drive and institutionalize company-wide approach to collect feedback both
customers’ and agents’ lens with discipline and cadence, and to understand
their challenges / pain points when they interact with PRU to achieve
their goals around insurance protection needs.
- Advisor
of customer insights generation best practices includes identifying the
gaps and opportunities to integrate the findings with customer segments,
behavioural and transactional data and reinforcing the framework to distil
more in-depth actionable insights to drive customer success.
- 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.
- Collaborate
with key stakeholders to identify customer pain points across the
end-to-end journeys and channels by supporting experience design
improvements with relevant research and data framework.
- Identify
key measures to drive the right behavior and attitude towards building a
customer-centric organization via people analytics and customer focus
culture.
- Aligning
current and future products to customer segmentation
Key Duties & Responsibilities – Strategic Management
- Support
in the development of inclusive plans and strategies by collaborating with
the leadership team, board, and executive level.
- Analyse
market dynamics, market share changes, product line performance, and
competitive intelligence
- Act as
a resource across Africa and relevant functions to increase broad cohesion
for strategic plans.
- Execute
divestments and divestiture in line with Prudential strategies.
- Establish
and review key strategic priorities and translate them into an actionable
strategic plan.
- Collaborate
and partner with leadership, special committees, and consultants to
execute strategies and key initiatives.
- Mobilize
and manage teams of individuals charged with executing strategies.
- Project
manage, track, monitor and ensure accountability for approved strategic
initiatives.
- Ensure
suitable metrics are in place to measure LBUs business performance and
progress.
- Monitor
the execution of strategic business initiatives across LBUs.
- Ensure
that all approvals and governance requirements are met through the
drafting of appropriate documentation, such as ACRs and board papers.
- Develop
high-quality documentation to update senior leadership on the progress of
various strategic initiatives and to support Quarterly Business
Performance Reviews.
Experience
- Experience
in Customer Function
- Strong
leadership and management skills: you should be able to lead and inspire a
team, providing clear direction and guidance to drive customer-centric
initiatives.
- In-depth
knowledge of customer experience principles: You should have a solid
understanding of customer experience principles, including customer
journey mapping, customer segmentation, feedback management, and customer
satisfaction measurement.
- Exceptional
communication and interpersonal skills: The ability to effectively
communicate with team members, stakeholders, and customers is crucial. You
should be able to articulate the customer experience strategy, listen to
feedback, and build relationships with various stakeholders.
- Analytical
and problem-solving skills: to analyse data and customer feedback to
identify areas for improvement and develop strategies to enhance the
customer experience. Strong problem-solving skills are required to address
customer pain points effectively.
- Understanding
of technology and digital platforms: In today’s digital era, it is
essential to be familiar with technology and digital platforms that
facilitate customer interactions and improve customer experience. This
includes knowledge of customer relationship management (CRM) systems and
various communication channels.
- Customer-centric
mindset: should have a deep understanding of customer needs, preferences,
and expectations. Being customer-centric means consistently putting the
customer first and aligning business strategies and processes to deliver
exceptional customer experiences.
- Project
management skills: coordinating and managing cross-functional teams and
projects. Strong project management skills are necessary to plan, execute,
and monitor customer experience initiatives effectively.
- Data-driven
decision-making: The ability to gather and analyze data to make informed
decisions is crucial. Directors for customer experience should be
comfortable working with data, conducting surveys, and implementing
feedback mechanisms to drive continuous improvement.
- Adaptability
and agility: Customer expectations and preferences are constantly
evolving. Being adaptable and agile allows you to respond promptly to
changes and trends, adjusting customer experience strategies to meet
evolving needs.
- Results-oriented
mindset: should have a results-oriented mindset, setting and monitoring
key performance indicators (KPIs) related to customer satisfaction,
loyalty, and retention. An ability to drive measurable improvements in
customer experience is essential.
Additional Experience in Strategic Management
- Strong
analytical and problem-solving skills, with the ability to synthesize
complex information and develop data-driven insights.
- Excellent
research and data analysis abilities, with proficiency in using analytical
tools or software.
- Strong
written and verbal communication skills, with the ability to develop
high-quality materials for the consumption by different stakeholders.
- Proactive
and self-motivated, with the ability to independently manage simultaneous
projects.
- Strong
business acumen with an experience in using corporate strategy tools and
frameworks.
- Experience
in financial services, sales, FMCG, customer experience, and strategy
- An MBA
qualification will be an added advantage
- Mature,
highly motivated, self-starter and results orientated with drive to meet
deadline / targets.
- Flexible,
resilient and creative, intellectually curious
- Ability
to manage, steer and influence key stakeholders across the organisation.
- Strategic
thinking, planning, and project management skills
- Good
communicator and influencing skills, and ability to work positively and
sensitively with senior stakeholders.
- 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.
- Excellent
English language skills (verbal / written)