Job Description

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.

PRINCIPAL DUTIES & RESPONSIBILITIES:

• Shape and refine priority High Net Worth (HNW) sub-segments, customer personas and key use cases in line with the overall HNW direction.

• Identify opportunities to move customers from affluent to HNW tiers through targeted engagement and experience enhancements.

• Establish clear KPIs and reporting metrics to track HNW customer growth, service quality and experience performance.

• Map and continuously improve the end-to-end HNW customer journey — from prospecting and onboarding to underwriting, servicing and claims.

• Track overall experience outcomes and ensure agreed improvement actions are followed through and delivered.

• Translate data and performance insights into practical business implications and clear action priorities.

• Work closely with Marketing, Product, Distribution, Underwriting and Operations to align on HNW customer priorities and service standards.

• Support the rollout of HNW initiatives, ensuring strategic intent is translated into practical execution on the ground.

JOB SPECIFICATION   

• 15 years of experience in life insurance, with broad exposure across product, marketing, operations or business strategy.

• Strong technical understanding of life insurance business, products and operational processes.

• Experience in customer strategy, segment management, business performance, transformation or cross-functional initiatives.

• Ability to connect product, operational realities and customer experience into practical improvement priorities.

• Demonstrated experience influencing senior stakeholders across Distribution, Product, Underwriting and Operations.

• Strong business acumen, structured thinking and ability to translate data into clear business implications.

• Degree in Actuarial Science, Business, Finance, Marketing or related discipline.

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.

Job Requirements