Capability Lead CX & Mobile App

Prudential Corporation Asia

12 - 17 years

20 - 25 Lacs

bengaluru

Posted:-1 days ago| Platform:

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Skills Required

product management automation manager quality assurance front end business intelligence release management sql android recruitment auditing

Work Mode

Work from Office

Job Type

Full Time

Job Description

Operational 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 & Harmonization

Coordinate 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-end APIs/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 & Delivery

Design 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 Assurance

Daily 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 Coordination

Backlog 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

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