Key Responsibilities

1.

Product

Strategy and AI-First Innovation

- Define the digital product vision and AI-first strategy for the D2C business.

- Develop and manage a multi-year product roadmap aligned to growth, customer acquisition, engagement, conversion and retention objectives.

- Evaluate every major customer journey and operational process through an AI-first lens, identifying opportunities to simplify decision-making, automate processes, personalise experiences and improve conversion.

- Build business cases for recent product capabilities, AI investments and customer-experience initiatives.

- Monitor developments in Generative AI, Conversational AI, predictive analytics and intelligent automation, translating relevant innovations into product opportunities.

2. End-to-End Customer Journey Ownership

- Own the complete digital customer journey across web, mobile, conversational and assisted digital channels.

- Design and optimise journeys covering lead generation, needs assessment, product discovery, quote generation, plan comparison, proposal completion, medical declarations, underwriting, payment, issuance, onboarding and renewal.

- Simplify health insurance complexity including waiting periods, exclusions, co-payments, deductibles, medical disclosures and product suitability.

- Transform continuity between self-service and assisted channels while ensuring customer context is retained across interactions.

- Develop intelligent recovery journeys for abandoned quotes, proposals and payment processes.

3. AI-Powered Customer Experiences

- Lead the development of AI-powered guided-selling, recommendation and decision-support capabilities.

- Build conversational experiences across WhatsApp, chat, mobile and web channels for education, product comparison, quote generation, proposal completion and customer support.

- Develop personalised engagement models using customer behaviour, consented data and predictive analytics.

- Partner technology teams in defining appropriate guardrails,



escalation pathways and human-review requirements for AI-driven interactions.

- Ensure AI experiences are transparent, explainable, compliant and aligned with customer-consent and data-privacy obligations.

4.

Product

Roadmap, Delivery and Platform Development

- Translate business priorities into product roadmaps, initiatives, epics and user stories.

- Prioritise investments based on customer impact, conversion potential, ROI, operational efficiency, regulatory requirements and technical feasibility.

- Lead the end-to-end product lifecycle from discovery through implementation and post-launch optimisation.

- Partner closely with Engineering, Analytics, UX/UI and Architecture teams to deliver scalable, secure and reliable platforms.

- Drive integration across CRM, policy administration, underwriting, payment, marketing automation and analytics platforms.

- Support modular and reusable platform capabilities that accelerate speed-to-market and experimentation.

5.

Conversion

Optimisation and Commercial Performance

- Establish product measurement frameworks, metrics and performance dashboards.

- Analyse customer behaviour, funnel performance, feature adoption and operational outcomes to identify improvement opportunities.

- Build a disciplined experimentation culture through A/B testing, multivariate testing and controlled pilots.

- Conduct customer research, usability studies and journey analysis to identify barriers relating to trust, affordability, comprehension and medical disclosures.

- Maintain a structured repository of customer,



product and AI learnings to support continuous optimisation.

6. Cross-Functional Collaboration

- Partner closely with D2C Sales to understand customer objections, assisted-sales interactions and conversion challenges.

- Work with Digital Marketing teams to optimise campaign-to-conversion journeys and landing-page effectiveness.

- Collaborate with Digital Product Management and Engineering teams throughout discovery, design, development, testing and launch cycles.

- Partner with Analytics teams to define measurement frameworks and identify optimisation opportunities.

- Work with Underwriting, Operations, Claims, Customer Service and Compliance teams to ensure journeys are operationally executable and regulatory compliant.

- Present experience strategies, research findings and performance recommendations to senior leadership.

- Build, coach and lead a small yet highly effective high-performing digital product management team as business scales.

Required Skills and Competencies

- Strong understanding of Generative AI, Conversational AI, predictive analytics and automation.

- Ability to identify commercially valuable AI use cases and translate them into scalable products.

- Deep understanding of digital customer journeys, sales funnels and customer decision-making.

- Ability to connect product investments to measurable business outcomes.

- Strong capability in funnel analytics, cohort analysis, experimentation and business-case development.

- Ability to use data to challenge assumptions and prioritise investments.

- Working knowledge of APIs, digital architecture, system integration, cloud platforms, AI ecosystems and data products.

- Ability to collaborate effectively with engineering and data-science teams.

- Strong stakeholder-management and program-delivery skills.

- Ability to manage multiple priorities in a quick-moving, high-growth environment.

- High levels of ownership, judgement and accountability.

📌 Lead, Digital Product Management - Direct-to-ConsumerC) Sales (Mumbai)
🏢 Prudential Technology And Services
📍 Mumbai