Capability Lead CX & Mobile App

As a Capability Lead at Prudential, your role will involve driving the execution and harmonization of customer-centric servicing journeys within the global insurance servicing mobile app. Your responsibilities will include coordinating and providing requirements, ensuring product consistency across all countries, and delivering localizations to address country-specific regulatory, operational, and customer needs. Additionally, you will design and deliver data and analytics solutions to ensure post-launch enhancements are data-driven and rooted in usage analytics. Key Responsibilities: - Coordinate and provide requirements by collaborating with various teams to capture goals, pain points, and regulatory, operational, and customer needs - Ensure product harmonization by balancing global standards with local adaptations - Define and prioritize the capability roadmap based on business impact, customer feedback, and market readiness - Engage stakeholders in discovery workshops and interviews to understand workflows, user needs, and market nuances - Write clear, actionable user stories with acceptance criteria and data mappings - Develop detailed business cases for features including investment needs, financial benefits, RoI, and break-even analysis - Lead the design and delivery of analytics solutions, dashboards, and data deliverables - Coordinate dependencies, app-store timelines, phased rollouts, and rollback criteria with technical teams - Partner with QA to define end-to-end scenarios, edge cases, and functional tests - Orchestrate stakeholder UAT, collect evidence, and secure formal sign-offs - Maintain a prioritized backlog, manage scope changes, and acceptance criteria - Provide concise status updates, risk/issue logs, and readiness checkpoints to stakeholders - Coordinate training, FAQs, and support handover for operations and customer-facing teams Qualifications Required: - 12+ 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 in delivering large-scale transformation initiatives with significant budgets - Strong execution experience across requirements, solutioning, testing, release, with a track record of developing high-quality mobile features at pace - Deep familiarity with mobile app ecosystems, app-store processes, governance, and analytics - Working knowledge of API structures, Mobile/Web app development, SQL, and business intelligence tools - Proficiency with product management tools (Jira/Confluence/other), wireframing/prototyping (Figma), product analytics (Google Analytics/Mixpanel), SQL, and data visualization (Tableau/PowerBI) - Expert written and verbal communication skills - Flexible to work with a globally distributed team,