Capability Lead – CX

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 looking for the Capability Lead to drive the execution and harmonization of customer-centric servicing journeys within our global insurance servicing mobile app. This hands-on role is responsible for coordinating and providing requirements, ensuring product consistency across all countries, and delivering localizations that address country specific regulatory, operational, and customer needs. The Capability Lead will also design and deliver data and analytics solutions, ensuring post-launch enhancements are data-driven and rooted in usage analytics.

Key Outcomes

• Operational improvements : Measurable cost savings via automation, reduced turnaround time and fewer errors
• Customer experience uplift: Improved CSAT/NPS, app ratings and engagement metrics
• Commercial impact: Revenue generation via upsell, cross-sell, and NPS commercialization
• Adoption at scale: Harmonized product features and servicing journeys successfully launched and adopted across all markets

ResponsibilitiesRequirement Development & Harmonization

• Coordinate and provide requirements: Collaborate with operations, marketing, legal, compliance, privacy, finance, sales, design, data and technology teams to capture goals, pain points, and regulatory, operational, and customer needs
• Product harmonization: Ensure requirements and features are consistent and harmonized across all countries, balancing global standards with local adaptations
• Roadmap Prioritization: Define and prioritize the capability roadmap based on business impact, customer feedback, and market readiness
• Governance & Quality: Collaborate with local markets to understand operational processes, risks, and regulatory nuances. Ensure adherence to governance standards, manage change requests, and maintain high-quality deliverables throughout the product lifecycle
• Discovery workshops & interviews: Engage stakeholders to understand workflows, user needs, and market nuances
• Process mapping: Document current vs. target flows for end-to-end servicing journeys; identify touchpoints and exception paths
• User story authoring: Write clear, actionable user stories with acceptance criteria and data mappings (front-end APIs/back-end)
• Develop detailed business cases for features including investment needs, financial benefits, RoI and break-even analysis
• Impact Tracking: Define and monitor OKRs to measure the success, adoption, and value realization of each capability

Solutioning & Delivery

• Design reviews: Align wireframes, prototypes, and user stories with business rules and platform standards; ensure localizations for country specific regulatory, operational, and customer needs are built-in
• Technical alignment: Validate integration points with APIs, authentication, analytics, and notification services; confirm feasibility with Engineering
• Configurations: Specify configuration parameters and feature flags; agree deployment prerequisites with technical teams
• Data & Analytics design: Lead the design and delivery of analytics solutions, dashboards, and data deliverables to support product performance, customer feedback and benefit tracking
• Cutover planning: Coordinate dependencies, app-store timelines, phased rollouts, and rollback criteria with technical teams

Testing & Quality Assurance

• Daily triage for requirement gathering and UAT: Lead daily sessions to prioritize and resolve issues during requirements gathering and testing phases
• Test design: Partner with QA to define end-to-end scenarios, edge cases, and functional tests
• Test data & environments: Ensure representative data and environments for SIT and UAT
• Defect triage: Prioritize defects by customer impact; drive time-bound fixes.
• UAT and sign-offs: Orchestrate stakeholder UAT, collect evidence, and secure formal sign-offs
• App-store readiness: Validate store metadata, screenshots and privacy labels; coordinate phased rollouts
• Post-launch monitoring: Track app usage, funnel metrics, incident tickets, and consumer complaints; ensure feedback and analytics driven insights drive future app improvements

Delivery Coordination

• Backlog ownership: Maintain a prioritized, dependency-aware backlog; manage scope changes and acceptance criteria
• Release management: Align to release calendar; ensure all documentation is complete
• Documentation: Keep requirements, designs, and test artifacts audit-ready

Stakeholder Engagement & Strategic Planning

• Transparent communications: Provide concise status, risk/issue logs, and readiness checkpoints to business, technology and risk stakeholders
• Enablement: Coordinate training, FAQs, and support handover for operations and customer-facing teams
• Strategic and Product documentation: Prepare strategic and product-related documentation including requirements, wireframes, data flows, SOPs, progress updates, presentations for management and steering committees, analytical reports, and other communication assets to support decision-making and stakeholder alignment

Requirements

• 12+ years of industry experience in product ownership/management role for B2C mobile apps, with at least 5+ years of experience in Life or Health insurance industry
• Proven experience at delivering large-scale transformation initiatives with significant budgets
• Strong execution experience across requirements → solutioning → testing → release, with a track record of developing high-quality mobile features at pace
• Deep familiarity with mobile app ecosystems (iOS/Android), app-store processes, governance and analytics
• Hands-on experience with APIs, authentication, payments/collections, notifications, and regulated customer communications
• Working knowledge of API structures, Mobile/Web app development, SQL and business intelligence tools
• Proficiency with following types of tools - product management (Jira/Confluence/other), wireframing/prototyping (Figma), product analytics (Google Analytics/Mixpanel), SQL and data visualization (Tableau/PowerBI)
• Expert written and verbal communications skills
• Flexible to work with a team that is globally distributed

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.

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