PHI - Senior Digital Specialist

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.

Prudential (UK) in partnership with the HCL group plans to set-up a standalone Indian health insurance company to address the growing healthcare needs of the Indian consumer.

This joint venture will combine Prudential's global expertise in insurance and financial services with HCL Group’s experience in technology and healthcare solutions.

Prudential, with its longstanding presence in India, already operates two leading businesses in life insurance and asset management with the ICICI Group. Prudential was also the proud sponsor of the 1983 Cricket World Cup, India’s first World Cup Victory!

Prudential Health India is a Zero to One team undertaking a no-legacy, greenfield health insurance deployment in India, building journeys that truly empathize with the customer and offer a differentiated experience.

To partner with us in this mission, we are looking for a talented Senior Digital Specialist to join our Customer Service team in Mumbai.

Your typical week might include the following

• Own the Customer digital servicing journeys  
• Analyze friction points in those journeys and work with technology and key Customer functions departments – Onboarding, Servicing, Claims, Health Management functions to course correct the processes
• Work with marketing and sales functions to drive digital adoption for customers
• Use Technology and Analytics as enabler to deliver exceptional Service standards to Customers

You could be the right candidate if you

• Have a bachelor’s degree from a recognized institute
• Have deep functional understanding of Customer Service or Experience
• Retail experience mandatory, Customer Service & Product design experience, Medium to Large Scale Operations, well versed with Product design and Service strategies, Customer Journey mapping, can use analogous experience from new age aggregators in retail space
• Proven track record /demonstrate through examples – design, building and maintaining customer centric culture. Have experience collaborating with cross-organisational teams and be highly adaptable to pivot and change in a complex and dynamic working environment.  Be comfortable working with ambiguity.
• Are not intimidated by the rapidly changing customer or distributor expectations and can keep up with constantly evolving technology solutions
• Able to think on your feet to navigate through the ecosystem and deliver solutions
• Are obsessed with providing Customer delight moments and can influence stakeholders in the process
• Are a highly driven individual who goes that extra mile to deliver an outstanding product to the business team and end users/customers.
• Demonstrate the ability to work in a fast paced and hyper-growth environment using agile methodologies where Customer and Distributor expectations can be changing

This could be the gig for you if you…

• Are passionate about bringing truly consumer centric ideas and products into reality and have an attentive ear listen to new ideas.
• Thrive in environments that celebrate co-creation and collaboration.
• Are passionate about leveraging new age digital tools and technologies to transform customer experience.
• Like to work in a culture where everyone can see what others are doing
• Take help from others when stuck and encourage others when there are setbacks
• Have 7-10 years of total experience with at least 5+ years of experience in retail service industry. Expertise in customer journey mapping and use of digital platforms (including social media) for service delivery

What can make you extra special if you

• Have walked extra mile in solving business problems by adopting offbeat path
• Proven track record of exceeding Service level expectations from stakeholders.
• Demonstrate visible leadership supporting colleagues in a diverse, inclusive, and collaborative team environment. 
• Be a team player who is goal orientated, committed, and an advocate and early adopter of change.
• A proven track record working in complex business environments executing and delivering initiatives across multiple domains, stakeholder groups and technology solutions.

We are keen to listen to your story; doesn’t matter if you tell these stories with a sigh or with excitement. We respect both versions. Truly.

If you think this is the one for you, drop in a line with your story at [email protected] We are eager to catch-up!

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.