Customer Data & 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.

Insights & Analytics

• Develop and deliver customer analytics, segmentation models, and propensity scoring to support acquisition, retention, and cross-sell initiatives
• Analyse customer behaviour, policy lapse patterns, and lifetime value to identify growth opportunities and at-risk segments
• Create dashboards and reporting frameworks to track CPG performance metrics including retention rates, cross-sell ratios, and campaign effectiveness
• Conduct deep-dive analyses on strategic priorities such as orphan customer reactivation, single-policy holder engagement, and partnership channel performance

Data Strategy & Governance

• Partner with IT and Data teams to ensure data quality, accessibility, and integration across customer touchpoints (LifeAsia, CRM, digital platforms)
• Define and maintain key customer metrics and KPIs aligned with CPG objectives
• Identify data gaps and champion initiatives to enhance customer data capture and enrichment
• Ensure compliance with data privacy regulations (PDPA) and internal data governance standards

Stakeholder Partnership

• Serve as the insights partner to CPG functional leads, translating business questions into analytical frameworks
• Present findings and recommendations to senior leadership, distilling complex data into clear, actionable narratives
• Collaborate with Distribution/Operations, Agency, and Partnership teams to align on customer metrics and reporting needs
• Support business cases and strategic planning with data-driven insights and market intelligence

Key deliverables (business-owned)

• CPG Insights & Strategy roadmap (quarterly) and prioritised analytics backlog
• Executive insight packs (drivers → implications → recommendation → owner/action)
• Salesforce business requirement briefs for: lifecycle targeting logic, triggers, dashboards, measurement definitions
• Propensity modelling briefs (use-case, data requirements, business usage, acceptance criteria)
• CPG KPI framework & scorecard definitions (single source of truth for metrics)
• Partner performance framework (what to measure, how to evaluate, what to change)

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.