Director, Patient Experience & Journey Design

This role is open to be based in either Hong Kong or Singapore.

Prudential Health’s vision is to give peace of mind to every patient in Asia and Africa. Our customer promise, Help When You Need It Most, is tested when a customer or their family faces illness. In that moment, what matters is whether they know what to do next, can move easily from one step of care to another, and experience Prudential, our healthcare partners and our services as one joined-up source of help.

The Director, Patient Experience & Journey Design is central to making this happen. You will re-imagine the Prudential Health experience by stepping back and looking at it through the eyes of a patient: someone who may be stressed, anxious or in pain, and who needs care to feel worry-free and hassle-free. You will set the direction for priority end-to-end health journeys, from the first moment a customer needs help through finding care, diagnosis, treatment, claim and recovery, and bring together local business unit Health, Operations and Digital teams, and our provider partners, to turn that ambition into reality.

This is a strategic leadership role in customer experience and service design. You will work from customer insight through to a clear experience vision, prioritized roadmaps, service requirements and delivery plans, working with specialist design and delivery teams to turn them into reality. You will partner with Group Operations, Group Customer and Digital Experience rather than duplicate them, bringing the health context, patient perspective and end-to-end orchestration needed to make complex care journeys simple, trusted and actionable.

How this role delivers our promise

• Help: make it clear what a customer should do next and design journeys that connect them to the right support, service or provider.
• When you need it most: remove friction at the moments that matter, including diagnosis, referral, treatment, claims, cross-border care and recovery.
• Peace of mind: create a coherent experience across digital, human and provider touchpoints, so customers feel guided rather than left to coordinate care alone.
• Over time: build reusable journey patterns, experience measures and test-and-learn methods that continuously improve and can scale across our markets.

Without journeys that work from the customer’s point of view, Help When You Need It Most would remain a collection of separate services. This role brings them together into one experience.

Key relationships

You will work closely with Chief Health Officers (CHOs) and their teams, Group Guided Care colleagues, Group and local business units Operations and Digital teams, Technology, Product, Claims, Customer and Distribution teams, and healthcare providers and service partners.

Key accountabilities

• Health experience strategy: Define what a Prudential Health experience should feel like, the health moments that matter most, and a practical set of experience principles that can guide decisions across markets. Bring the patient perspective into Group and local business units’ priorities and help teams make conscious trade-offs between simplicity, clinical needs, operational feasibility and commercial value.

• End-to-end journey design: Lead the design of priority health journeys across prevention, diagnosis, treatment, claims and recovery. Use customer insight and evidence to identify needs, pain points and moments of anxiety, then work with design, product and operations teams to translate them into clear future-state journeys and prototypes that teams can test and build. Manage the roadmap, dependencies and timelines so that journeys move from concept to launch.

• Guided Care UX and disease pathways: Shape the customer experience for our innovative AI-enabled Guided Care platform and new disease pathways, and continue to evolve it for new markets. Design the experience to work in different market contexts, adapting journeys, prompts and hand-offs to local customer needs, languages, channels, provider networks and operating models while keeping the platform’s core reusable. Work with Gudied Care Strategy & Commercialization and the Regional Clinical Lead to translate clinical and navigation logic into understandable choices, prompts, hand-offs and follow-up. Ensure experiences remain clinically grounded and useful at the moment a customer needs to decide what to do next.

• Service design and orchestration: Turn journeys into service blueprints, process requirements, roles, hand-offs and operational requirements. Design how digital journeys, contact centres, claims, case management, clinical services, agents and providers work together, including escalation and assisted journeys for customers who need human support.

• Cross-border and provider hand-offs: Design joined-up journeys across organisational and market boundaries. For cross-border care, map the experience from decision and referral through travel, treatment, return and follow-up. Make ownership, information flow and customer communication clear at every hand-off between local business units, providers and partners.

• Health input to PRUServices: Represent the specific needs of customers navigating health and care within the PRUServices agenda. Influence the priorities of Group Operations and Group Customer teams so that market-prioritised Health features are designed and prioritised in PRUServices. Partner with Operations and Digital Experience so enterprise service capabilities support the health moments, interactions and service standards that matter most, without creating parallel solutions.

• Measure and improve: Establish a patient-experience measurement approach for priority journeys. Combine customer feedback, behavioural evidence and operational data to identify friction, abandonment and failure points. Create a disciplined test-and-learn approach, using prototypes and pilots to improve journeys before and after launch.

• Build design capability and reuse: Create practical journey patterns, standards and artefacts that local business units can adapt rather than start from scratch. Build a community of practice across Health, Operations and Digital, share examples and lessons, and raise the quality and consistency of health journey and service design across markets.

Who we are looking for

We are looking for a strategic customer experience or service leader who can step back and see the experience through the eyes of a patient, and who can make complex healthcare journeys simple without oversimplifying the clinical or operational reality. You will be credible with senior leaders, comfortable running a delivery workshop as well as shaping a vision, and able to manage programmes that move teams from an attractive journey concept to the processes, responsibilities and decisions required for launch. You will influence across local business units and Group functions without direct authority, and keep multiple priorities and stakeholders aligned because adoption depends on practical, well-delivered change.

Essential experience

• Significant senior experience in customer experience, service design, journey design or experience strategy, ideally in health, insurance or another complex service environment.
• A strong track record of leading end-to-end journeys from customer insight and concept through to operational design and implementation.
• Strong programme and project management skills, with a proven ability to plan, prioritise and deliver multi-market initiatives with many stakeholders and dependencies.
• Experience designing across digital and human channels, with a clear understanding of operational hand-offs and assisted service.
• Demonstrated ability to use research, customer feedback and behavioural or operational data to prioritise and improve journeys.
• Credibility with Operations, Digital, Technology and business leaders, and a record of influencing priorities and aligning multidisciplinary teams across Group functions and local business units around a shared experience.
• Experience operating successfully across markets in a complex, matrixed and multicultural organisation.