Senior Manager, UX Researcher & Customer Journey Design

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.

Role Overview

This role is responsible for conducting user experience and market research to inform digital platform and service design. This position focuses on hands-on research, synthesizing insights, and collaborating with cross-functional teams to improve digital experiences and customer journeys. The role requires a strong understanding of both qualitative and quantitative research methods, with an emphasis on actionable insights that drive business and customer value.

Key Responsibilities

• Plan and Execute Research: Design, conduct, and analyze qualitative and quantitative research studies, including user interviews, usability testing, surveys, field studies, and diary studies.
• Research Operations: Support participant recruitment, research logistics, and documentation to ensure efficient and ethical research practices.
• Synthesize Insights: Analyze behavioral data (e.g., analytics, tNPS, surveys) and qualitative findings to generate actionable insights and clear recommendations for product and design teams.
• Persona & Journey Development: Develop and refine user personas and customer journey maps, ensuring a holistic understanding of customer needs and pain points across all touchpoints.
• Usability Evaluation: Conduct heuristic evaluations, cognitive walkthroughs, and usability tests to identify friction points and recommend improvements.
• Benchmarking & Best Practices: Monitor industry trends, competitor experiences, and UX best practices to inform research and design decisions.
• Collaboration: Work closely with designers, business analysts, product owners, and operations teams to ensure research findings are integrated into product development and service delivery.
• Cross-Functional Collaboration: Partner with designers, analysts, product owners, and operations to embed research insights into development and delivery.
• Stakeholder Engagement: Present research findings and recommendations to stakeholders in a clear, compelling, and professional manner, adapting communication style for different audiences.
• Continuous Improvement: Stay current with emerging UX research methodologies, tools, and technologies.

Required Qualifications

• 8+ years of experience in user experience research, market research, or a related field.
• Hands-on experience with qualitative and quantitative research methods (e.g., interviews, ethnography, usability studies, surveys, analytics).
• Previous experience working with teams building customer- or agent-facing digital portals/apps.
• Strong analytical skills; ability to interpret data and visualize insights.
• Excellent verbal and written communication skills in English required; proficiency in at additional relevant language (e.g., Cantonese, Mandarin, Bahasa, Vietnamese) is preferred.
• Experience working with diverse users and stakeholders, ideally in Southeast Asia or similar markets.
• Bachelor’s degree in Human-Computer Interaction, Psychology, Sociology, Market Research, or a related field.
• Knowledge of the insurance industry

Desired Skills

• Familiarity with data visualization tools (e.g., Power BI, Tableau) and analytics platforms (e.g., Mixpanel, Google Analytics).
• Experience in customer journey mapping and digital user flow analysis.
• Ability to manage multiple projects and deadlines.
• Adaptable, self-motivated, and results-oriented.

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.