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.

SCOPE OF WORK/RESPONSIBILITIES

• Act as a Digital Ambassador at branches: Proactively engage walk-ins customers and complete transactions via PRUServices or PruBSN Touch.

• Promote digital awareness at branch by maintaining simple in-branch prompts and explain key benefits

• Deliver end-to-end PRUServices registration support, including step-by-step guidance on registration, password setup, and first-time login.

• Guide customers to complete common self-service journeys (e.g., view policy details, update contact details, enrolment of credit/debit card deduction, download documents, make simple enquiries) while reinforcing safe digital practices.

• Troubleshoot basic access issues (e.g., login reset, navigation guidance) and escalate complex cases to supporting team.

• Act as the first point of contact for walk-in customers, proactively managing queues and guiding suitable cases to self-service channels via the online portal to deliver a smoother, faster, and more seamless customer experience.

• Capture and log customer feedback and pain points (top questions, drop-off reasons, usability issues) and provide weekly insights to Customer Engagement/Digital Solutions teams.

• Support adoption data analysis: maintain a simple branch-level tracker (e.g., registrations, active users, top self-serve journeys, conversion rate from assisted-to-self-serve) and highlight trends/opportunities to improve PRUServices usage

Key Assignment Work :

1.Assisted Digital Onboarding & Customer Engagement

• Apply effective communication and customer interaction skills to guide walk-in customers through PRUServices registration and usage, enabling successful adoption and a positive first-time experience

• Explain digital tools in a simple and clear manner to customers across different age groups and levels of digital confidence, ensuring ease of understanding and adoption

• Learn basic principles of customer experience and service management in a real business environment

2. Digital Adoption & Change Exposure

• Support the branch’s strategic shift from manual servicing to digital self-service, driving greater efficiency, scalability, and improved customer experience

• Observe customer reactions and resistance to digital tools

• Learn how organisations encourage change through assisted adoption, not just technology

3. Observation & Insight Documentation

• Observe and document:

o Common customer questions

o Difficulties faced during onboarding

o Reasons customers prefer branch visits over digital self-service

4. Adoption Analytics & Campaign Initiatives

• Use Excel to track branch adoption (registrations, logins, usage) and report findings to CE.

• Identify key customer segments and touchpoints to suggest targeted nudges for PRUServices.

• Partner with CE to design, execute, and evaluate campaign initiatives.

• Prepare a brief weekly dashboard with recommendations for improved adoption and experience.

5. Queue Management

• Facilitate smooth branch front-desk operations by directing walk-in customers to the appropriate service channel (counter or PRUServices self-service), according to case suitability.

• Contribute to decreased waiting times by assisting customers with quick digital transactions, such as simple enquiries or document downloads, during their branch visits.

• Collaborate effectively with branch staff to manage peak-hour traffic and ensure seamless handover or escalation for cases requiring additional support.

• Monitor queue patterns and provide actionable recommendations—for example, identifying top reasons for visits or optimal times for customer engagement—to enhance overall branch service efficiency.

6. Ad-hoc and Admin task

• Prepare and maintain approved PRUServices onboarding materials (quick guides, FAQs, QR prompts) for branch use

• Maintain accurate and timely records for reporting purposes, including daily registration counts and logs of common issues.

• Perform other reasonable administrative tasks assigned by the reporting manager/mentor to support day-to-day branch operations and customer engagement activities

REQUIREMENTS :

1. Good Communication Skills

2. Tech savvy

3. Social Skills

4. Microsoft Excel – skilled in analysis and reporting key observations

LEARNING OUTCOMES :

1. Understand how digital services support customer experience in a corporate organisation

2. Gain real customer engagement and service exposure

3. Develop communication, observation, and basic analytical skills

4. Experience how digital adoption is implemented on the ground, not just in theory

5. Build practical presentation and storytelling skills

6. Strengthen data literacy: collect, clean, and analyse data and translate findings into actionable items

7. Learning the basics of campaign planning

8. Apply privacy and compliance awareness in a customer-facing setting (e.g., consent, data protection, and secure login practices) when supporting PRUServices usage

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.