Senior Manager, UX Researcher & Customer Journey Design

📍 Job Overview

Job Title: Senior Manager, UX Researcher & Customer Journey Design Company: Prudential plc Location: Hong Kong (Group Head Office) Job Type: FULL_TIME Category: User Experience & Customer Journey Design (Operations Focus) Date Posted: 2025-10-20 Experience Level: 8+ Years Remote Status: On-site

🚀 Role Summary

• Drive impactful digital platform and service design through expert user experience and market research.
• Lead hands-on qualitative and quantitative research initiatives, translating complex findings into actionable business insights.
• Develop and refine critical customer journey maps and user personas to foster a deep understanding of customer needs and pain points.
• Collaborate extensively with cross-functional teams, including product, design, and operations, ensuring research insights are integrated into strategic decision-making and product development lifecycles.
• Champion a data-driven approach to enhance digital experiences and optimize customer journeys, directly impacting business value and customer satisfaction.

📝 Enhancement Note: While the title is "Senior Manager, UX Researcher & Customer Journey Design," the responsibilities and required skills indicate a strong emphasis on the practical, hands-on execution of research and its direct application to improving digital products and services. This role is crucial for informing the operational execution of customer-facing digital strategies, making it highly relevant to operations professionals. The "Senior Manager" title suggests leadership and strategic input within the research function.

📈 Primary Responsibilities

• Strategic Research Planning & Execution: Design, plan, and execute comprehensive qualitative and quantitative user research studies, including in-depth interviews, ethnographic studies, usability testing, surveys, field studies, and diary studies, to uncover user needs and behaviors.
• Insight Synthesis & Actionability: Analyze diverse data sets, including behavioral analytics, customer feedback (e.g., tNPS, surveys), and qualitative findings, to synthesize actionable insights and provide clear, data-backed recommendations for product, design, and operational teams.
• Customer Journey & Persona Development: Create, validate, and continuously refine detailed user personas and comprehensive customer journey maps that represent diverse user segments and map out end-to-end customer experiences across all touchpoints.
• Usability & Friction Point Identification: Conduct rigorous heuristic evaluations, cognitive walkthroughs, and usability testing sessions to systematically identify usability issues, friction points, and areas for improvement within digital platforms.
• Cross-Functional Collaboration & Integration: Partner closely with product managers, UX/UI designers, business analysts, operations teams, and other stakeholders to ensure research findings are effectively communicated, understood, and integrated into product roadmaps, design iterations, and service delivery processes.
• Stakeholder Communication & Influence: Effectively present research findings, insights, and strategic recommendations to diverse stakeholder groups, including senior leadership, adapting communication style and content to ensure clarity, impact, and buy-in.
• Market & Competitive Analysis: Conduct regular benchmarking of industry trends, competitor UX strategies, and emerging best practices in digital experience design to inform research priorities and strategic recommendations.
• Research Operations & Ethics: Oversee and support participant recruitment, manage research logistics, and maintain thorough documentation to ensure efficient, ethical, and compliant research operations.
• Continuous Learning & Methodology Advancement: Stay abreast of the latest advancements in UX research methodologies, tools, and technologies, actively seeking opportunities to innovate and improve research practices within the organization.
• Insurance Industry Contextualization: Apply a strong understanding of the insurance industry's unique customer needs, regulatory landscape, and operational complexities to inform research design and interpret findings.

📝 Enhancement Note: The emphasis on "Research Operations" and "Cross-Functional Collaboration" with "operations teams" highlights the operational aspect of this UX role. The inclusion of "insurance industry knowledge" as a requirement further grounds this role within a specific business context, suggesting that the research directly informs operational strategies within that sector.

🎓 Skills & Qualifications

Education:

• Bachelor’s degree in Human-Computer Interaction (HCI), Psychology, Sociology, Market Research, Anthropology, Cognitive Science, or a closely related field.

Experience:

• Minimum of 8 years of progressive experience in user experience research, market research, product research, or a similar discipline.
• Proven track record of successfully planning, conducting, and synthesizing both qualitative and quantitative research studies.
• Demonstrable experience working with teams to build and improve customer-facing or agent-facing digital portals, applications, or platforms.
• Experience conducting research and engaging with diverse user groups and stakeholders, with a preference for experience in Southeast Asian markets.

Required Skills:

• Qualitative Research Expertise: Deep proficiency in conducting user interviews, ethnographic studies, focus groups, diary studies, and contextual inquiries.
• Quantitative Research Proficiency: Strong understanding and practical application of survey design, experimental design, and analysis of behavioral data (e.g., analytics, A/B testing results).
• Analytical & Synthesis Skills: Exceptional ability to analyze complex qualitative and quantitative data, identify patterns, synthesize findings into clear insights, and translate them into actionable recommendations.
• Customer Journey Mapping: Proven experience in developing, validating, and leveraging customer journey maps to understand user flows, pain points, and opportunities for improvement.
• Usability Testing: Expertise in designing and conducting various forms of usability testing (e.g., moderated, unmoderated, remote, in-person) and interpreting results to drive design improvements.
• Stakeholder Engagement & Communication: Excellent verbal and written communication skills in English, with the ability to present complex findings clearly and persuasively to diverse audiences, from design teams to senior leadership.
• Cross-Functional Collaboration: Demonstrated ability to work effectively and collaboratively with product managers, UX/UI designers, engineers, business analysts, and operations teams.
• Research Operations Management: Experience in managing research logistics, including participant recruitment, scheduling, consent, and data management, while adhering to ethical guidelines.

Preferred Skills:

• Multilingual Proficiency: Proficiency in at least one additional relevant language (e.g., Cantonese, Mandarin, Bahasa, Vietnamese) is highly advantageous for understanding diverse user segments in the region.
• Data Visualization Tools: Familiarity with data visualization platforms such as Power BI, Tableau, or similar tools to effectively communicate insights.
• Web & Mobile Analytics Platforms: Experience using analytics tools like Mixpanel, Google Analytics, Adobe Analytics, or similar to track user behavior and measure the impact of UX improvements.
• Insurance Industry Knowledge: Familiarity with the specific customer needs, regulatory environment, and operational nuances of the insurance sector.
• Agile/Scrum Environment Experience: Experience working within agile development frameworks and collaborating with agile teams.
• Adaptability & Self-Motivation: Proven ability to adapt to changing priorities, manage multiple projects concurrently, and work independently with a results-oriented mindset.

📝 Enhancement Note: The emphasis on specific research methodologies and the preference for regional language proficiency strongly indicate the need for a researcher deeply embedded in understanding local customer behaviors. The inclusion of data visualization and analytics tools points to the expectation of generating data-driven, quantifiable insights, a key aspect of operations.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Research Case Studies: A portfolio showcasing a minimum of 3-5 detailed case studies demonstrating end-to-end UX research projects, from initial problem definition and research design to synthesis, recommendations, and impact assessment.
• Methodology Diversity: Evidence of applying a wide range of qualitative and quantitative research methods, clearly outlining the rationale for choosing specific methods for different research objectives.
• Insight to Impact Demonstration: Case studies should clearly articulate the insights generated and, ideally, provide evidence of how these insights influenced product decisions, design iterations, or operational process improvements, showcasing tangible business or customer value.
• Persona & Journey Map Examples: Visual examples of user personas and customer journey maps developed, highlighting the depth of analysis, clarity of representation, and how they were utilized by cross-functional teams.
• Data Synthesis & Visualization: Examples of how complex qualitative and quantitative data were synthesized and presented visually to stakeholders, demonstrating analytical rigor and effective communication.

Process Documentation:

• Research Design Documentation: Examples of well-structured research plans, outlining objectives, methodology, participant criteria, recruitment strategies, and analysis approaches.
• Synthesis & Reporting Templates: Showcase proficiency in creating clear, concise, and actionable research reports and presentations that effectively communicate findings and recommendations to various audiences.
• Collaboration Artifacts: If possible, include examples of artifacts that illustrate collaboration with design, product, and operations teams, such as shared journey maps, research synthesis workshops, or integrated feedback loops.

📝 Enhancement Note: For a role focused on practical application and stakeholder buy-in, a portfolio that clearly demonstrates the candidate's ability to translate research into actionable outcomes and influence product/operational strategy is paramount. The emphasis here is on showcasing the impact of their research, not just the methods used.

💵 Compensation & Benefits

Salary Range: Given the "Senior Manager" title, 8+ years of experience, and the Hong Kong location, a competitive salary range can be estimated. For a Senior UX Researcher in Hong Kong with this level of experience and responsibility, the annual salary typically falls between HKD 700,000 to HKD 1,000,000+. This range can vary based on the candidate's specific qualifications, the exact scope of responsibilities, and Prudential's internal compensation structure.

Benefits:

• Comprehensive health insurance, including medical, dental, and vision coverage.
• Generous paid time off (PTO), including vacation days, sick leave, and public holidays.
• Retirement savings plan (e.g., MPF contributions in Hong Kong).
• Life insurance and disability coverage.
• Opportunities for professional development, training, and conference attendance.
• Potential for performance-based bonuses.
• Access to employee assistance programs (EAP) for well-being support.
• Potential for hybrid or flexible working arrangements (though this role is specified as on-site).

Working Hours:

• Standard full-time work week, typically around 40 hours per week.
• While the role is on-site, there may be flexibility for occasional remote work or adjustments to working hours to accommodate research participant availability or critical project deadlines, subject to management approval.

📝 Enhancement Note: The salary estimate is based on market research for Senior UX Researcher roles in Hong Kong, considering the financial services industry and the specified experience level. It's crucial for candidates to note that this is an estimate, and the actual compensation will be determined by Prudential.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services (specifically, Insurance and Asset Management). Prudential plc is a leading international financial services group serving customers in 30 markets, with a strong focus on Asia and Africa. Company Size: Prudential plc is a large, publicly traded multinational corporation with tens of thousands of employees globally. This scale implies structured processes, established hierarchies, and a significant impact on the markets it serves. Founded: 1848. With a long history, Prudential has a well-established reputation and deep market understanding, likely influencing its approach to customer centricity and long-term strategic planning.

Team Structure:

• UX Research within a Larger Function: The UX Researcher likely sits within a broader Digital, Product, or Customer Experience team, collaborating closely with UX/UI Designers, Product Managers, Business Analysts, Data Scientists, and potentially Marketing and Operations specialists.
• Reporting: This Senior Manager role is likely to report to a Head of UX, Director of Digital Product, or a similar senior leadership position overseeing digital strategy and customer experience.
• Cross-Functional Collaboration: Expect a highly collaborative environment where UX research findings are a critical input for product development, service design, marketing campaigns, and operational process improvements across various business units.

Methodology:

• Data-Driven Decision Making: Prudential, as a large financial institution, likely emphasizes evidence-based decision-making, with UX research playing a key role in validating hypotheses and informing strategy.
• Agile & Iterative Processes: While specific methodologies may vary by team, it's common in such organizations to adopt agile or hybrid approaches, requiring continuous feedback loops and iterative design and development.
• Customer-Centricity: The company's purpose, "partners for every life and protectors for every future," underscores a commitment to customer needs, making user-centric design and research integral to its operations.

Company Website: https://www.prudentialplc.com/

📝 Enhancement Note: Understanding Prudential's global presence and its focus on Asian markets is crucial. The "Senior Manager" title suggests this role has strategic influence, and the company's long history implies a blend of established practices and a drive for modern digital innovation.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned at a senior individual contributor or early management level within the UX research domain. It requires significant autonomy, strategic thinking, and the ability to influence cross-functional teams. As a Senior Manager, the individual is expected to lead complex research initiatives, mentor junior researchers (if applicable), and contribute to the overall UX strategy.

Reporting Structure: The role likely reports to a Director or VP of Product Management, Digital Experience, or CX. The Senior Manager will work closely with peers in Design (UX/UI designers), Product Management, and potentially Data Analytics and Operations to achieve shared business objectives.

Operations Impact: The primary impact of this role is on improving the effectiveness and efficiency of digital customer interactions. By providing deep user insights, this position directly influences:

• Customer Acquisition & Retention: Optimizing onboarding and engagement flows.
• Service Efficiency: Reducing customer effort and support costs through intuitive self-service options.
• Product Development Prioritization: Informing the roadmap with validated user needs.
• Operational Process Improvement: Identifying friction points in customer journeys that may require operational adjustments or automation.
• Brand Perception: Enhancing the overall customer experience, leading to improved satisfaction and loyalty.

Growth Opportunities:

• Leadership within UX Research: Potential to grow into a Lead UX Researcher or Managerial role, overseeing a team of researchers and defining the research roadmap.
• Broader CX/Product Strategy: Transition into roles with broader scope, such as Head of Customer Experience, Senior Product Manager, or Digital Strategy Lead, leveraging deep customer understanding.
• Specialization: Deepen expertise in specific research areas (e.g., generative AI in research, advanced quantitative methods, behavioural economics).
• Cross-Functional Mobility: Move into related operational or product management roles within Prudential, leveraging a strong understanding of customer needs and digital platforms.
• Mentorship & Training: Opportunity to mentor junior researchers and contribute to building the UX research capability within Prudential.

📝 Enhancement Note: The "Senior Manager" title implies a path towards leadership, either in managing a team or taking on more strategic, cross-functional responsibilities. The impact on operational efficiency is a key growth vector for individuals in this type of role.

🌐 Work Environment

Office Type: This is an on-site role, likely within Prudential's corporate offices in Hong Kong. The environment is expected to be professional, corporate, and collaborative, typical of a large financial services organization. Office Location(s): Hong Kong - One IFC, 13/F. This is a prime business location, suggesting a well-equipped and modern office space designed for professional work. Workspace Context:

• Collaborative Spaces: Expect access to meeting rooms, project spaces, and potentially open-plan areas designed for team collaboration and brainstorming.
• Tools & Technology: The workspace will be equipped with standard office technology, high-speed internet, and access to necessary software and hardware for UX research and analysis.
• Team Interaction: Daily interaction with designers, product managers, analysts, and other stakeholders will be integral to the role, fostering a dynamic and interactive work environment.

Work Schedule: The role is full-time, with standard business hours. While primarily on-site, occasional flexibility might be expected to accommodate research participant schedules or critical project deadlines, subject to team and management discretion.

📝 Enhancement Note: The emphasis on "on-site" indicates a preference for in-person collaboration, which is often beneficial for research activities requiring direct interaction and team ideation. The prime office location suggests a well-resourced and professional working environment.

📄 Application & Portfolio Review Process

Interview Process:

1. Initial Screening: HR or a recruiter will review applications, focusing on meeting the minimum qualifications and assessing overall fit.
2. Hiring Manager Interview: A discussion with the hiring manager to delve deeper into experience, research philosophy, and alignment with the team's needs. This is a good opportunity to ask about specific research challenges and team dynamics.
3. Portfolio Review & Presentation: Candidates will likely be asked to present a selection of their best work from their portfolio. This is a critical stage where you'll showcase your research process, insights, and impact. Be prepared to discuss your methodology, decision-making, and the outcomes of your research.
4. Cross-Functional Interviews: Interviews with key collaborators (e.g., UX Designers, Product Managers, Operations leads) to assess collaboration style, communication effectiveness, and ability to integrate research into their workflows.
5. Senior Leadership Interview: A final interview with a more senior leader (e.g., Head of Digital, VP of CX) to assess strategic thinking, leadership potential, and alignment with Prudential's broader business objectives.

Portfolio Review Tips:

• Curate Strategically: Select 3-5 diverse projects that best highlight your core skills, research methodologies, and impact. Ensure a mix of qualitative and quantitative examples.
• Tell a Story: For each case study, clearly articulate the problem, your approach (methodology, rationale), the insights you uncovered, the recommendations you made, and, most importantly, the impact or outcome of your research. Quantify results where possible (e.g., "led to a 15% increase in task completion rate," "identified key friction points resulting in a redesign that reduced support tickets by X%").
• Focus on "Why": Explain the "why" behind your research choices – why you selected specific methods, why certain insights were critical, and why your recommendations were positioned in a particular way.
• Visual Clarity: Ensure your portfolio is visually appealing, easy to navigate, and that your personas, journey maps, and reports are clearly presented.
• Prepare for Deep Dives: Be ready to answer detailed questions about your process, challenges faced, how you handled conflicting feedback, and how you ensured your research was actionable for product and operations teams.

Challenge Preparation:

• Research Scenario: You might be given a hypothetical problem or a current Prudential product/service and asked to outline how you would approach researching it. Focus on your process, not just the answer.
• Data Interpretation: Be prepared to interpret sample data (e.g., survey results, usability findings) and articulate insights and recommendations.

📝 Enhancement Note: The portfolio review is paramount. Candidates should focus on demonstrating not just research skills but also the ability to drive tangible improvements and influence operational and product strategies through their findings.

🛠 Tools & Technology Stack

Primary Tools:

• User Research Platforms: Tools for remote usability testing, session recording, and participant recruitment (e.g., UserTesting.com, Lookback, Maze, UserZoom).
• Survey & Data Collection Tools: Platforms for creating and distributing surveys, collecting feedback, and potentially conducting quantitative analysis (e.g., SurveyMonkey, Qualtrics, Google Forms).
• Collaboration & Documentation: Tools for team collaboration, documentation, and sharing research findings (e.g., Confluence, Notion, Miro, Mural).
• Presentation Software: Standard tools for creating compelling presentations of research findings (e.g., PowerPoint, Google Slides, Keynote).

Analytics & Reporting:

• Web/Mobile Analytics: Experience with platforms like Google Analytics, Adobe Analytics, Mixpanel, or similar to understand user behavior on digital platforms.
• Data Visualization Tools: Proficiency or familiarity with tools such as Power BI, Tableau, or Looker for creating dashboards and visually communicating insights derived from research and analytics.

CRM & Automation:

• CRM Systems: While not a direct CRM user, understanding how customer data is managed in systems like Salesforce or internal CRMs can be beneficial for context.
• Customer Feedback Management: Tools or processes for aggregating and analyzing customer feedback from various channels.

📝 Enhancement Note: While this role is research-focused, familiarity with data analytics and visualization tools is highly valued as it allows researchers to connect qualitative insights with quantitative data and present findings more effectively to business stakeholders, including operations.

👥 Team Culture & Values

Operations Values:

• Customer-Centricity: A deep commitment to understanding and serving the customer's needs, driving empathy and user-focused design and operational decisions.
• Data-Driven Approach: Valuing evidence and data to inform decisions, measure impact, and continuously improve processes and products.
• Collaboration & Partnership: Fostering strong working relationships across teams, recognizing that achieving business goals requires collective effort and shared understanding.
• Efficiency & Effectiveness: Striving for optimal use of resources and time to deliver high-quality outcomes, whether in research, design, or operational execution.
• Integrity & Trust: Upholding high ethical standards in research practices and in all interactions, reflecting Prudential's role as a protector of futures.

Collaboration Style:

• Integrated Research: Expect a style where research is not a siloed activity but is deeply integrated into the product development lifecycle, working hand-in-hand with design, product, and operations.
• Open Communication: A culture that encourages open dialogue, constructive feedback, and transparent sharing of insights and challenges.
• Cross-Functional Alignment: Emphasis on ensuring that research findings lead to aligned actions and strategies across different departments, promoting a unified customer experience.
• Knowledge Sharing: Encouraging the sharing of best practices, learnings, and research findings across teams to build collective intelligence and improve overall capabilities.

📝 Enhancement Note: Prudential's stated purpose ("partners for every life and protectors for every future") likely translates into a culture that values reliability, long-term vision, and customer well-being, which should be reflected in the approach to UX research and its integration into business operations.

⚡ Challenges & Growth Opportunities

Challenges:

• Translating Insights into Action: A common challenge is ensuring that research findings are not just presented but are effectively understood and acted upon by product and operations teams, especially in a large organization with competing priorities.
• Balancing Research Rigor with Speed: The need to conduct thorough research while meeting fast-paced development cycles requires strategic prioritization and efficient methodologies.
• Regional Nuances: Conducting research across diverse markets in Asia requires cultural sensitivity, linguistic capabilities, and an understanding of varied user behaviors and technological adoption rates.
• Measuring Research Impact: Quantifying the direct business impact of UX research can be challenging but is crucial for demonstrating value and securing resources.
• Navigating a Large Corporate Structure: Effectively influencing decision-making and driving change within a large, established financial institution requires strong stakeholder management and communication skills.

Learning & Development Opportunities:

• Advanced Research Methodologies: Opportunities to learn and apply emerging research techniques, such as AI-driven insights, advanced behavioral economics, or large-scale quantitative analysis.
• Cross-Functional Skill Development: Gaining deeper understanding of product management, agile development, and operational processes through close collaboration.
• Industry Expertise: Deepening knowledge of the insurance and financial services industry, its unique customer needs, and regulatory landscape.
• Leadership & Mentorship: Developing leadership skills through managing projects, potentially mentoring junior colleagues, and contributing to the strategic direction of UX research at Prudential.
• Global Exposure: Working within a multinational company offers exposure to different market dynamics and diverse user populations.

📝 Enhancement Note: The challenges highlight the need for a candidate who is not only a skilled researcher but also a strategic thinker, an effective communicator, and a proactive problem-solver capable of navigating complex organizational and market landscapes.

💡 Interview Preparation

Strategy Questions:

• "Describe a time your research uncovered a significant user need that challenged existing assumptions. How did you present this, and what was the outcome for the product or operations?" (Focus on your process, data, and influence.)
• "How do you prioritize research efforts when faced with multiple competing demands from product, design, and operations teams?" (Highlight your strategic thinking and ability to align with business goals.)
• "Walk us through your process for designing a customer journey map for a complex financial product. What data sources would you use, and how would you validate it?" (Demonstrate your understanding of end-to-end journey mapping and data integration.)
• "How do you ensure your research findings are actionable and lead to tangible improvements in digital experiences or customer operations?" (Emphasize your methods for synthesis, recommendation formulation, and follow-up.)

Company & Culture Questions:

• "Based on your understanding of Prudential's purpose and the financial services industry, how would you approach researching customer needs in this sector?" (Show you've done your homework on the company and industry.)
• "Describe your experience working with cross-functional teams. How do you build rapport and ensure research insights are effectively integrated into their workflows?" (Focus on collaboration and communication strategies.)
• "How do you stay current with evolving UX research methodologies and technologies relevant to financial services?" (Highlight your commitment to continuous learning.)

Portfolio Presentation Strategy:

• Structure: For each case study, follow a clear narrative: Problem/Opportunity -> Your Research Approach (Methodology, Rationale) -> Key Insights -> Recommendations -> Impact/Outcome (Quantify if possible).
• Focus on Impact: Clearly articulate how your research influenced decisions, improved user experience, or contributed to business/operational goals.
• Be Prepared for Questions: Anticipate questions about your methodology choices, how you handled challenges, how you collaborated with others, and how you measured success.
• Tailor to Prudential: If possible, subtly connect your past work to the types of challenges Prudential might face in its markets.

📝 Enhancement Note: Interviewers will be looking for a blend of research expertise, strategic thinking, collaboration skills, and a demonstrable ability to drive impact for the business and its operations.

📌 Application Steps

To apply for this Senior Manager, UX Researcher & Customer Journey Design position:

• Submit Your Application: Navigate to the Prudential careers portal via the provided link and complete the online application form.
• Optimize Your Resume: Tailor your resume to highlight your 8+ years of UX research experience, specific methodologies used, and quantifiable achievements. Emphasize experience with customer-facing digital platforms, cross-functional collaboration, and any relevant industry knowledge.
• Prepare Your Portfolio: Curate a strong portfolio showcasing 3-5 detailed case studies that demonstrate your research process, insights, and impact. Ensure clear documentation of your methodology, findings, and how your work influenced product or operational outcomes. Be ready to present this portfolio.
• Research Prudential: Familiarize yourself with Prudential's purpose, values, recent initiatives, and the specific markets it serves in Asia. Understand their digital presence and customer-facing platforms.
• Practice Your Narrative: Prepare to articulate your experience and approach clearly, focusing on how your research skills can directly benefit Prudential's digital strategy and customer journey design. Practice presenting your portfolio case studies, emphasizing insights and impact.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

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