Customer Success Specialist

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 Success Specialist is responsible for end-to-end programme delivery, transition management, and stakeholder engagement for business functions within the Value Creation Center (VCC). This role will lead the planning, execution, and governance of process migration into VCC, ensuring seamless transition to BAU while delivering targeted business outcomes. The Project Manager will partner with Prudential business and process owners to drive execution excellence, value realization, and operational stability.
The role requires a strong delivery-focused project manager with expertise in stakeholder management, transformation programs, and process optimization.

1. Programme & Project Delivery

• Lead end-to-end project lifecycle (initiation, planning, execution, monitoring, closure) for VCC onboarding and transition initiatives
• Develop and manage project plans, timelines, milestones, and deliverables
• Ensure projects are delivered on time, within scope, and aligned to business objectives
• Manage interdependencies across multiple workstreams

2. Transition & Onboarding Management

• Drive process migration and onboarding into VCC, ensuring structured and controlled transition
• Define transition approach including scope, timelines, risks, and success criteria
• Ensure effective knowledge transfer, training, and readiness for BAU operations
• Track and ensure early value realization post-transition

3. Stakeholder & Relationship Management

• Act as the primary point of contact for business stakeholders and process owners
• Build strong relationships across Prudential and VCC teams
• Provide regular project updates, governance reporting, and escalation management
• Ensure alignment between business expectations and delivery capabilities

4. Governance, Risk & Issue Management

• Establish and maintain project governance frameworks and reporting cadence
• Identify, track, and mitigate risks, issues, and dependencies
• Manage escalations and ensure timely resolution with minimal business disruption
• Ensure compliance with organizational and programme standards

5. Performance Tracking & Reporting

• Define and track project and operational KPIs (e.g., delivery milestones, efficiency gains, service stability)
• Provide regular reporting on progress, risks, and benefits realization
• Use data insights to identify improvement opportunities and inform decision-making

6. Cross-Functional Collaboration

• Collaborate with operations, technology, and support teams to ensure seamless delivery
• Coordinate across teams to ensure integration of processes and alignment of deliverables
• Communicate business feedback to internal teams to drive improvements

7. Continuous Improvement & Value Delivery

• Identify and drive process optimization initiatives within VCC operations
• Support continuous improvement in delivery frameworks, transition methodologies, and service quality
• Ensure delivery aligns with business value objectives and efficiency targets

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.