Capability Lead – CX & Mobile App

Prudentials 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 peoples 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

Responsibilities

Requirement Development & Harmonization

Solutioning & Delivery

Testing & Quality Assurance

Delivery Coordination

Stakeholder Engagement & Strategic Planning

Requirements

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.

Key Skills

Apprentice,Customer Service,Help Desk,Art & Design,Environment Health And Safety

Employment Type : Full-Time

Experience : years

Vacancy : 1