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)