Capability Lead – Digital Servicing

Job Description

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 Show More