Chatbots & Automation Product Owner

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.

About Us: Prudential is a leading provider of insurance solutions committed to delivering exceptional customer experiences through innovative technology. We are seeking a dynamic and experienced Senior Technology Product Owner to lead our Chatbots and OCR Platform initiatives.

Job Summary: As the Senior Technology Product Owner for Chatbots and OCR Platform you will be responsible for driving the strategic vision development and implementation of cutting-edge chatbot solutions and OCR (Optical Character Recognition) technologies. You will work closely with cross-functional teams to enhance customer interactions streamline processes and improve operational efficiency. This role demands a high level of leadership strategic thinking and technical expertise with a strong emphasis on ownership and accountability.

Key Responsibilities:

• Strategic Vision and Leadership: Define and communicate the strategic vision and roadmap for the chatbots and OCR platform aligning with the companys goals and customer needs. Take full ownership of the product vision and lead cross-functional teams to deliver innovative solutions that drive business growth and transformation.
• Product Roadmap Development: Develop and maintain a comprehensive product roadmap prioritizing features and enhancements based on business value customer feedback and market trends. Ensure the delivery of high-quality solutions that meet business objectives and hold yourself accountable for the successful execution of the roadmap.
• Stakeholder Collaboration: Collaborate with senior business leaders developers designers and customer support teams to gather requirements and ensure alignment with business objectives. Build strategic engagement and anchor frequent governance with service providers and vendors. Take responsibility for stakeholder satisfaction and alignment.
• User Experience Advocacy: Advocate for exceptional user experiences ensuring that chatbot interactions and OCR processes are intuitive efficient and meet customer expectations. Work with UX/UI designers to create impactful digital experiences and be accountable for the overall user experience quality.
• Project Management: Oversee the end-to-end development lifecycle from concept to deployment ensuring timely delivery of high-quality solutions. Utilize agile methodologies to break down product plans and deliver best-in-class product experiences. Take ownership of project timelines deliverables and outcomes.
• Data-Driven Decision Making: Utilize data analytics to monitor product performance identify areas for improvement and make data-driven decisions. Ensure the articulation measurement and publishing of key business KPIs. Be accountable for the continuous improvement of product performance based on data insights.
• Innovation and Industry Trends: Stay up-to-date with industry trends and emerging technologies continuously exploring opportunities to enhance the chatbot and OCR platform. Proactively identify and resolve strategic issues that may impact the teams ability to meet goals. Take responsibility for driving innovation within the product domain.
• Compliance and Security: Ensure that all solutions comply with regulatory requirements and maintain the highest standards of data security and privacy. Proactively manage and resolve incidents and production defects. Be accountable for the compliance and security of the product.
• Delivering Business Value: Focus on delivering tangible business value such as reducing customer service response times increasing policy and claims processing efficiency and enhancing customer and agent satisfaction through improved interaction quality. Take ownership of the business outcomes and value delivered by the product.

Qualifications:

• Education: Bachelors degree in Computer Science Information Technology or a related field. Advanced degree preferred.
• Experience: Minimum of 10 years of experience in tech digital or product management with a focus on chatbots OCR or related technologies. Proven track record of taking ownership and successfully delivering results in a fast-paced dynamic environment.
• Technical Skills: Strong understanding of chatbot frameworks natural language processing (NLP) OCR technologies AI/ML applications Generative AI (GenAI). Competency in Jira and Confluence.
• Leadership: Proven ability to lead cross-functional teams and manage multiple projects simultaneously. Demonstrated experience engaging and influencing senior leaders.
• Communication: Excellent verbal and written communication skills with the ability to articulate complex technical concepts to non-technical stakeholders. Strong negotiation skills and the ability to balance priorities and stakeholders.
• Problem-Solving: Strong analytical and problem-solving skills with a data-driven approach to decision-making. Passion for delivering exceptional customer experiences and a deep understanding of customer needs and behaviours.

Competencies & Personal Traits:
Excellent verbal and written communication skills
Demonstrated experience engaging and influencing senior leaders
Strong experience in Digital Product management and UX
Demonstrated ability to understand and discuss product strategy and manage trade-offs
Proven track record of taking ownership and successfully delivering results in a fast-paced dynamic environment
Strong analytical and quantitative skills with the ability to use data and metrics to backup assumptions and recommendations and to drive actions
Strong negotiation skills - able to balance the role priorities & stakeholders
Experience in Agile methodologies
Competency in Jira and Confluence
Need to be able to effectively communicate Product vision and features with Business leaders & Business Partners

Working Experience:
At least 12 years of total experience & at least 3 years of experience in software products delivery
Managing and delivering customer-centric software products and services in a high growth environment
Demonstrated passion for transformative user experiences
Leading cross-functional and cross-company teams to deliver product experience & projects timely
Experience with Vendor Engagement & RFI RFP
In depth understanding of Insurance Insurance products market and processes is advantageous

Education:
Bachelors degree in information technology computer science engineering or related field; MBA or other relevant degrees will be added advantages

Language:
English

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.