Assistant Manager, Customer Operations Strategy, Communications & Channel Engagement

Job description

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 Operations Strategy, Communications & Channel Engagement role is a strategic, creative and data-driven position within the Chief Customer Operations and Health Officer Office. The role supports the translation of Customer Operations strategy, performance, transformation priorities and customer impact into compelling executive narratives, high-quality communications, visual storytelling, and multi-channel engagement. This role sits at the intersection of operations strategy, executive reporting, communications, data visualisation, creative production and stakeholder engagement. The incumbent will play a key role in shaping how Customer Operations communicates its priorities, achievements, transformation agenda and customer outcomes to senior management, insurance agents, internal staff and broader business stakeholders. The role requires a strong communicator with creative judgement, analytical fluency and hands-on capability in modern AI-enabled content creation tools — including but not limited to executive presentation design, infographics, dashboards, video production, generative AI content creation, digital storytelling and channel engagement assets. Job Responsibilities: 1. Executive Communications & Strategic Storytelling Develop high-impact executive communications, presentations and briefing materials for the Chief Customer Operations and Health Officer and senior leadership team. Translate complex operational performance, customer insights, transformation updates and strategic initiatives into clear, compelling and action-oriented narratives. Prepare ExCo-level, Board-level and senior management reporting materials, ensuring messages are concise, evidence-based and visually engaging. Support the Chief of Staff function in shaping key messages, leadership talking points, townhall scripts, strategic updates and internal/external stakeholder communications. Ensure all communications are aligned with business priorities, brand tone, governance standards and stakeholder expectations. 2. Data Storytelling, Visualisation & Insight Communication Partner with operations, analytics, finance, health, claims, customer experience and transformation teams to convert data into meaningful business insights. Design and produce clear, visually compelling data stories using dashboards, infographics, presentation visuals and executive summaries. Support the development of performance narratives covering customer outcomes, service levels, claims performance, operational efficiency, AI adoption, automation progress and transformation benefits. Apply data visualisation best practices to simplify complex information and enable faster decision-making by senior stakeholders. Use modern design, reporting and AI tools to enhance the quality, clarity and impact of operational reporting. 3. AI-Enabled Content Creation & Creative Production Leverage generative AI and creative technology to accelerate the production of high-quality communications and engagement assets. Create or coordinate the production of visual content, including executive decks, infographics, short-form videos, animation concepts, digital banners, staff engagement visuals and channel communication materials. Explore and apply state-of-the-art AI tools for content generation, video creation, image generation, presentation enhancement, data storytelling and communications automation. Maintain a strong understanding of emerging AI capabilities and recommend practical use cases to improve communication effectiveness, productivity and audience engagement. Ensure AI-generated content is accurate, appropriate, brand-compliant, and subject to proper human review and governance. 4. Channel Engagement & Agent Communications Develop communication materials and engagement plans for insurance agents, distribution partners and channel-facing stakeholders. Support agency meetings, roadshows, briefings, forums and engagement events by preparing strategic narratives, presentation materials, videos, talking points and post-event communications. Translate operational updates, claims service improvements, customer initiatives and health propositions into agent-friendly messages that are clear, relevant and commercially meaningful. Work closely with Distribution, Marketing, Customer Operations, Health and Product teams to ensure consistent messaging across agent-facing channels. Identify opportunities to strengthen agent confidence, understanding and advocacy through better communication, storytelling and engagement design. 5. Internal Communications & Staff Engagement Support internal communications for Customer Operations and Health, including staff townhalls, leadership updates, transformation communications, recognition campaigns and engagement initiatives. Develop creative and engaging content to connect colleagues with the organisation’s purpose, customer impact and transformation journey. Produce staff engagement materials such as newsletters, videos, digital posters, leadership messages, event visuals and interactive content. Help build a stronger culture of transparency, recognition, innovation and customer-centricity across Customer Operations and Health. Partner with HR, Corporate Affairs and internal stakeholders to ensure alignment with broader employee engagement and corporate communications standards. 6. Strategic Planning & Chief of Staff Support Support the Chief of Staff office in preparing strategic updates, operating rhythm materials, leadership meeting packs and stakeholder briefings. Contribute to the planning and communication of key transformation initiatives, including AI enablement, operational excellence, digitalisation, health operations, claims transformation and customer experience improvement. Help establish consistent communication standards, templates, visual identity and reporting cadence across Customer Operations and Health. Track key priorities, milestones and communication deliverables to ensure timely execution and leadership alignment. Provide ad hoc support on strategic projects, executive events, governance forums and cross-functional initiatives. Job Requirements: Bachelor’s degree in Communications, Journalism, Marketing, Business, Design, Data Analytics, Digital Media, or a related discipline. Minimum 6–8 years of experience in corporate communications, executive communications, strategy, business planning, customer operations, marketing communications, creative production or consulting. Experience in insurance, financial services, healthcare, customer operations or agency distribution is highly preferred. Proven experience preparing senior management, ExCo or Board-level presentation materials. Strong track record in producing high-quality communications, presentations, visual storytelling or digital engagement assets. Experience using data, dashboards or business performance metrics to craft compelling narratives. Hands-on experience with creative or AI-enabled tools for presentation design, video production, visual content creation or generative AI would be a strong advantage. Excellent writing, editing and storytelling skills in English; Chinese capability would be highly advantageous. Strong PowerPoint and executive presentation design capability. Ability to convert data and complex business information into clear, visually compelling insights. Proficiency in tools such as PowerPoint, Excel, Power BI, Canva, Adobe Creative Suite, Figma, CapCut, video editing platforms, or equivalent creative tools. Familiarity with generative AI tools for writing, image generation, video generation, design enhancement, summarisation and productivity. Strong visual sense, with good understanding of layout, hierarchy, typography, colour, imagery and audience experience. Ability to produce polished materials under tight timelines with strong attention to detail. 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.