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.
Role Purpose
Reporting to the Group Head of Agency Digital & AI, the Director will execute the AI agenda for Prudential's agency channel across Asia - taking defined use cases from concept to live, adopted solutions in the hands of agency leaders and agents.
This role is the operational engine behind the Group's Agency AI strategy. Spanning six core agency AI domains - Sales Advisory, Leads Generation & Nurturing, Agency Servicing, Agency Performance, Coaching, and Agency Recruitment - the Director will deliver generative and agentic AI solutions into the daily workflows of the agency force, and act as the Group's AI change agent for agency teams across Hong Kong, Singapore, Malaysia, Philippines, Indonesia, and Vietnam.
The role demands deep life insurance agency channel experience, hands-on familiarity with generative and agentic AI, and the resilience and discipline to drive adoption across diverse markets.
Key Responsibilities
1. Execute the Agency AI Agenda Across Six Domains
- Work with LBUs and Group Delivery teams to deliver AI products end-to-end - from prototype through pilot, scale, and BAU - across the six agency AI domains:
- Sales Advisory - AI pre-pitch, product suggestions, and advisory conversations
- Leads Generation & Nurturing - AI-driven prospecting, lead scoring & temperature, personalised nurture journeys
- Agency Servicing - intelligent self-service, agent assistants, claims & underwriting
- Agency Performance - performance insights, intervention triggers, productivity diagnostics
- Coaching - AI-powered coaching prompts, conversation intelligence, personalised development
- Agency Recruitment - candidate sourcing, screening, and onboarding automation, AI interviews
- Apply generative AI (LLMs, RAG, multimodal) and agentic AI (multi-step autonomous workflows, tool-using agents) to deliver measurable business outcomes.
- Partner with Group Technology, Data & Analytics, and external vendors to ship production-grade solutions on time and at quality.
2. Agency AI Change Management & Ambassador Programs
- Design and run the Agency AI change management program for the Group - adoption playbooks, agent and leader enablement, training curricula, communications, and incentive alignment.
- Build and operate the Agency AI Ambassadors program - identify, equip, and activate a network of agency leaders and top producers across LBUs who champion AI adoption on the ground.
- Establish feedback loops between ambassadors, frontline users, and the product roadmap to drive continuous improvement.
- Bring deep, lived understanding of how agents prospect, recruit, advise, close, and service into every solution - ensuring cultural and behavioural fit with how agency forces actually operate.
3. LBU Engagement & Adoption Across Six Markets
- Partner with Agency Distribution heads and agency leaders across Hong Kong, Singapore, Malaysia, Philippines, Indonesia, and Vietnam to localise Group AI solutions and drive measurable adoption.
- Travel regularly across these markets to engage agency leaders, run workshops, support deployments, and embed the Agency AI Ambassadors program locally.
- Localise change management approaches to each market's regulatory environment, agency culture, and language requirements.
- Track adoption metrics by market and intervene where uptake lags.
4. AI Change Agent for Group and LBU Agency Teams
- Serve as the AI change agent for Group and LBU agency teams - shifting mindsets, building AI fluency, and demonstrating what's possible.
- Run executive briefings, agency leader sessions, and hands-on demos that move stakeholders from curiosity to commitment.
- Champion responsible AI principles for an advice-led, regulated distribution channel - including human-in-the-loop design, advisor accountability, suitability, and compliance with local insurance distribution regulations.
- Represent Agency Digital & AI in cross-functional forums, governance committees, and AI risk review boards.
5. Stakeholder Management & Cross-Functional Collaboration
- Partner with Group Technology (Product Owners, Engineering, Data, MLOps), Group Data & Analytics, Compliance, Risk, Legal, and Customer & Marketing to deliver integrated solutions.
- Manage senior stakeholders across Group and LBU - building trust, navigating ambiguity, and influencing without direct authority.
6. Measurement & Continuous Improvement
- Track the KPIs that matter - adoption rates, lead conversion uplift, APE per active agent, recruitment velocity, coaching engagement, persistency, and AI-specific metrics (accuracy, hallucination rate, time saved).
- Use data to prioritise where to scale, where to fix, and where to sunset.
- Stay current on the rapidly evolving AI landscape and translate developments into practical opportunities for Prudential's agency channel.
What You Bring
Must-have
- 10+ years in financial services, with substantial direct experience in the life insurance agency channel - through agency distribution, agency transformation, agency-facing technology, or consulting to agency businesses. You understand how an agency force is built, led, paid, and motivated.
- Hands-on experience delivering AI products, including generative AI (LLM-based applications, RAG, prompt engineering, evaluation) and agentic AI (autonomous or semi-autonomous multi-step workflows, tool use, orchestration frameworks). This is an execution role, not an oversight role.
- Proven track record of shipping digital / AI products end-to-end in a complex, regulated, matrixed organisation - and driving real adoption, not just launches.
- Strong delivery discipline: scoping, prototyping, prioritisation, stakeholder alignment, and execution under pressure.
- Excellent stakeholder management and executive communication across cultures and seniority levels.
- Willingness and ability to travel regularly across Hong Kong, Singapore, Malaysia, Philippines, Indonesia, and Vietnam.
- Bachelor's degree required Master's in a relevant field (Business, Technology, Data Science, Digital, or related) preferred.
Highly Valued
- Direct experience deploying AI into a life insurance, wealth, or distribution context - for example agent copilots, AI-driven lead scoring, intelligent needs analysis, conversational AI for sales and service, or AI-powered recruitment.
- Working knowledge of CRM and salesforce automation platforms (Salesforce, Microsoft Dynamics, or equivalent) and how AI integrates into them.
- Experience designing and running change management or ambassador programs at scale.
- Familiarity with AI governance, model risk management, and responsible AI frameworks in financial services.
Personal Attributes - Non-Negotiable
- Growth mindset - actively curious, open to feedback, energised by learning new domains and technologies, and quick to apply what you learn.
- Resilience - comfortable operating through ambiguity, setbacks, and competing demands across multiple markets without losing momentum.
- Self-discipline - own your priorities, manage your time across travel and time zones, and hold yourself accountable without needing close supervision.
- Gets things done - bias to action, ships outcomes rather than plans, and converts complexity into delivered results. You are measured on what is live and adopted, not what is on the roadmap.
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.
