Prudential s 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 people s 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 OutcomesOperational 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 HarmonizationCoordinate and provide requirements Collaborate with operations marketing legal compliance privacy finance sales design data and technology teams to capture goals pain points and regulatory operational and customer needs Product harmonization Ensure requirements and features are consistent and harmonized across all countries balancing global standards with local adaptations Roadmap Prioritization Define and prioritize the capability roadmap based on business impact customer feedback and market readiness 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 Discovery workshops interviews Engage stakeholders to understand workflows user needs and market nuances Process mapping Document current vs target flows for end-to-end servicing journeys identify touchpoints and exception paths User story authoring Write clear actionable user stories with acceptance criteria and data mappings front-endAPIs back-end Develop detailed business cases for features including investment needs financial benefits RoI and break-even analysis Impact Tracking Define and monitor OKRs to measure the success adoption and value realization of each capability Solutioning DeliveryDesign reviews Align wireframes prototypes and user stories with business rules and platform standards ensure localizations for country specific regulatory operational and customer needs are built-in Technical alignment Validate integration points with APIs authentication analytics and notification services confirm feasibility with Engineering Configurations Specify configuration parameters and feature flags agree deployment prerequisites with technical teams Data Analytics design Lead the design and delivery of analytics solutions dashboards and data deliverables to support product performance customer feedback and benefit tracking Cutover planning Coordinate dependencies app-store timelines phased rollouts and rollback criteria with technical teams Testing Quality AssuranceDaily triage for requirement gathering and UAT Lead daily sessions to prioritize and resolve issues during requirements gathering and testing phases Test design Partner with QA to define end-to-end scenarios edge cases and functional tests Test data environments Ensure representative data and environments for SIT and UAT Defect triage Prioritize defects by customer impact drive time-bound fixes UAT and sign-offs Orchestrate stakeholder UAT collect evidence and secure formal sign-offs App-store readiness Validate store metadata screenshots and privacy labels coordinate phased rollouts Post-launch monitoring Track app usage funnel metrics incident tickets and consumer complaints ensure feedback and analytics driven insights drive future app improvements Delivery CoordinationBacklog ownership Maintain a prioritized dependency-aware backlog manage scope changes and acceptance criteria Release management Align to release calendar ensure all documentation is complete Documentation Keep requirements designs and test artifacts audit-ready Stakeholder Engagement Strategic PlanningTransparent communications Provide concise status risk issue logs and readiness checkpoints to business technology and risk stakeholders Enablement Coordinate training FAQs and support handover for operations and customer-facing teams Strategic and Product documentation Prepare strategic and product-related documentation including requirements wireframes data flows SOPs progress updates presentations for management and steering committees analytical reports and other communication assets to support decision-making and stakeholder alignment Requirements12 years of industry experience in product ownership management role for B2C mobile apps with at least 5 years of experience in Life or Health insurance industry Proven experience at delivering large-scale transformation initiatives with significant budgets Strong execution experience across requirements solutioning testingrelease with a track record of developing high-quality mobile features at pace Deep familiarity with mobile app ecosystems iOS Android app-store processes governance and analytics Hands-on experience with APIs authentication payments collections notifications and regulated customer communications Working knowledge of API structures Mobile Web app development SQL and business intelligence tools Proficiency with following types of tools - product management Jira Confluence other wireframing prototyping Figma product analytics Google Analytics Mixpanel SQL and data visualization Tableau PowerBI Expert written and verbal communications skills Flexible to work with a team that is globally distributed 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

📌 Capability Lead – Cx & Mobile App (Karnataka)
🏢 Prudential
📍 Karnataka