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 hiring a product owner to lead the development and delivery of specific digital servicing capabilities within Prudential's centralized platform, which operates across Asia and Africa. This role is critical to driving customer-centric, scalable, and standardized servicing journeys across diverse markets.
Role and Responsibilities:
- Product Leadership: Define and manage the product vision and roadmap for servicing initiatives, aligned with strategic priorities, customer feedback, and market research. Own the end-to-end delivery of servicing journeys, ensuring each delivers measurable business benefits.
- Roadmap Prioritization: Define and prioritize the capability roadmap based on business impact, customer feedback, and market readiness.
- Customer-Centric Design: Ensure journeys are innovative, intuitive, and aligned with customer needs and expectations.
- Cross-Market Collaboration: Work closely with country teams to understand operational gaps, regulatory nuances, and share best practices to harmonize and scale capabilities.
- Outcome Ownership: Drive adoption and optimize straight-through processing (STP) capabilities across all markets, including agent, branch, and call center channels. Be accountable for delivering measurable business outcomes such as cost savings, cost avoidance, revenue uplift, and improved Net Promoter Score (NPS).
- Delivery Partnership: Collaborate with delivery and data teams to ensure timely, high-quality product releases that meet both business and technical requirements.
- 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.
- Continuous Improvement: Identify opportunities for innovation and optimization using data-driven insights and cross-market learnings.
- Impact Tracking: Define and monitor OKRs to measure the success, adoption, and value realization of each capability.
- Stakeholder Engagement: Serve as the primary point of contact between business stakeholders and delivery teams, ensuring clear communication of requirements and objectives.
- Platform Alignment: Ensure platform adoption aligns with Prudential's strategic goal of 80% digitized operations by 2028, leveraging CRM and platform capabilities to empower frontline teams.
Key Skills and Requirements
- 10+ years experience in the life insurance or financial services industry, with deep understanding of insurance products, servicing processes, and market dynamics.
- Strong operational expertise, with hands-on knowledge of servicing workflows, risk controls, and regulatory environments across Asian markets.
- Proven track record in leading digital transformation and cross-market initiatives, delivering measurable business outcomes.
- Experience in digital product ownership, capability leadership, or strategic operations roles, ideally across multiple countries.
- Excellent stakeholder engagement and collaboration skills, with the ability to influence and align diverse market teams.
- Strong analytical thinking and problem-solving ability, with a focus on data-driven decision-making and continuous improvement.
- Familiarity with CRM platforms and digital servicing tools, and experience working with delivery and data teams.
- Agile mindset, with experience in product lifecycle management and backlog prioritization Agile certification is a plus.
- Exceptional communication and interpersonal skills, capable of engaging with senior leadership and frontline teams.
- Commitment to customer-centric design and value delivery, with a focus on adoption, straight-through processing, and platform optimization.
- Bachelor's or Master's degree in relevant field
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.
