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.

We are seeking a Customer Data & Insight Manager to join our Customer Portfolio Growth (CPG) team. This role is pivotal in transforming data into actionable insights that drive customer acquisition, retention, cross-sell, and lifecycle strategies. You will partner closely with Acquisition, Cross-sell/Retention/Lifecycle, and Partnership & Digital teams to enable data-driven decision-making across our customer portfolio initiatives.

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)