Director, Business 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.

What Were Looking For

We are hiring to lead the strategic vision roadmap and multimarket rollout of Prudentials Digital Customer platform. The role will drive platform scalability reusability and faster golives across markets by establishing a core development model and robust governance guardrails. This leader will collaborate with relevant stakeholders to deliver intuitive AIenabled customer journey with measurable adoption and service outcomes.

What You Will Be Doing

• 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.

• Platform Strategy: Define and drive the longterm strategy for the Digital Customer Platform to ensure scalability reusability and alignment with enterprise digital ambitions.

• 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.

• Leverage AI and GenAI to enhance customer and agent experiences through smarter automation personalization and orchestrate faster more intelligent service interactions that improve resolution quality and customer satisfaction.

• MultiMarket Rollout: Lead the planning of the Digital Customer Platform across multiple markets enabling faster golives through standardized build and reuse.

• 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 elevate StraightThrough Processing (STP) performance across markets by embedding the servicing capabilites across all touch points. Own delivery of clear business outcomesincluding cost efficiency revenue impact and NPS improvementswhile continuously optimizing operating and delivery models to accelerate timetomarket and increase deployment velocity.

• 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.

• 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 Prudentials strategic goal of 100% digitized operations by 2028 leveraging CRM and platform capabilities to empower frontline teams.

Key Skills and Requirements

• 15 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 platform transformation and cross-market initiatives delivering measurable business outcomes.

• Demonstrated track record in rolling out platforms across multiple markets with strong understanding of regulatory and operational differences

• Experience in digital product ownership capability leadership or strategic operations roles ideally across multiple countries.

• Proven ability to apply AI/ML to improve service and customer experience outcomes is necessary.

• 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.

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.