Senior Servicing Digital Enablement Specialist

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.

Job Description:

1. Business Analysis & Functional Ownership

• Drive requirements gathering functional analysis and documentation across assigned initiatives including BRDs functional specifications user stories business rules and process flows.
• Gather E2E requirements from across customer agent and internal digital journeys ensuring requirements are complete accurate testable and aligned to business outcomes.
• Lead requirements walkthroughs clarifications and sign-offs with business operations and technology stakeholders.
• Partner stakeholders to evaluate solution options clarify expected functional behaviour and translate business needs into implementable solutions.
• Act as platform SME for assigned capabilities with strong understanding of business processes operational scenarios system behaviours and backend dependencies.

2. Delivery Testing & Operational Readiness

• Assess change impacts across integrated systems and align stakeholders on scope dependencies risks and downstream operational implications.
• Support delivery readiness including UAT planning test scenario review test outcome validation and defect triage.
• Support operationalisation activities including drafting of SOPs user guides training knowledge transfer and stakeholder walkthroughs.
• Support release execution post-deployment verification and early-life stabilisation with business and technology teams.
• Work with operations teams to embed new capabilities into BAU including exception handling support processes and post-launch improvement actions.

3. Stakeholder Leadership Governance & Continuous Improvement

• Actively engage with stakeholders tracking decisions surfacing risks/issues and driving follow-through.
• Bridges business and technology teams to enable timely decisions clear communication and disciplined execution.
• Partner working level stakeholders to shape and prioritise backlog including business problem statements impact assessments and dependencies.
• Ensure requirements and delivery artefacts align with internal governance operational controls and relevant regulatory / policy constraints.
• Identify and drive improvements in business processes customer journeys documentation standards and delivery practices.

Who We Are Looking For:

Competencies & Personal Traits

• Strong analytical and problem-solving skills with ability to translate complex business needs into clear structured requirements.
• Detail-oriented and quality-driven with strong documentation discipline and follow-through.
• Proactive independent and comfortable managing ambiguity multiple priorities and delivery timelines.
• Strong stakeholder management and communication skills with ability to influence facilitate discussions and drive alignment.
• Able to lead workstream discussions manage competing viewpoints and keep delivery moving forward.

Work Experience

• 46 years of experience as a Business Analyst / Functional Analyst preferably in insurance or financial services.
• Strong knowledge of insurance operations across domains with deep exposure to policy servicing and good understanding of new business payments and claims.
• Hands-on experience working with insurance core systems digital platforms and integrated environments.
• Proven track record managing E2E delivery support including requirements definition impact assessment testing readiness and stakeholder coordination.
• Experience taking ownership of workstreams or capabilities including delivery coordination issue management business readiness or BAU embedding.
• Demonstrated ability to lead workshops manage ambiguity and align stakeholders across business operations technology and vendors.
• Good to have: experience in process mapping / user journey mapping customer portals or digital self-service platforms Agile / hybrid delivery and guiding junior analysts or project contributors.

Education

Diploma or Degree in Business Information Systems Computer Science or related disciplines.

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.