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.
This role is responsible for driving the Customer Service (CS) digital transformation agenda, leading the evolution of systems, processes, and operating models to enhance customer experience and operational efficiency. The incumbent acts as a strategic business technology partner, owning the end-to-end lifecycle of CS platforms—including transformation initiatives, demand governance, and operational excellence—while aligning with PHKL and Group strategy.
Job Responsibilities
CS Transformation & Digital Roadmap
Drive and execute the CS digital transformation roadmap including CRM, contact centre, and servicing platforms. Identify initiatives to improve customer journey, automation, and STP while shaping future-state operating models.
Strategic Business Partnership & Account Leadership
Act as the Technology Partner for CS stakeholders. Co-create solutions aligned with business outcomes and provide advisory on digital and platform capabilities.
Demand Governance & Value Delivery
Own end-to-end demand governance including intake, prioritisation, and backlog management. Ensure alignment with business value and strategic objectives.
Platform Ownership & Continuous Evolution
Act as Platform Owner for CS applications including CRM and servicing platforms. Drive continuous enhancement, scalability, and lifecycle management.
Delivery Leadership & Execution Excellence
Lead cross-functional delivery across IT, vendors, and business teams. Ensure strong governance on risks, dependencies, and timelines with Agile and DevOps practices.
Operational Excellence & Service Stability
Ensure stable operations with strong SLA/KPI performance. Drive proactive and automated support models to improve reliability.
Governance, Risk & Compliance
Ensure compliance with audit, security, and regulatory requirements. Maintain strong control environment across platforms.
Financial & Resource Management
Manage budget allocation for transformation initiatives. Support business case development and optimise vendor/resource strategy.
Job Requirements
Bachelor’s degree in IT, Business, or related discipline. 10–15 years of experience in digital transformation, CRM/customer platforms, and business technology roles.
Experience in insurance or financial services preferred.
Exposure to regional or Group initiatives is an advantage.
Strong transformation mindset, strategic thinking, stakeholder engagement, knowledge of Agile/DevOps, and commercial awareness including budget and vendor management.
Excellent command of English and Chinese (written and spoken)
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.
We are Prudential.
For Every Life, For Every Future.
Prudential provides life and health insurance and asset management in Greater China, ASEAN, India and Africa. Prudential’s mission is to be the most trusted partner and protector for this generation and generations to come, by providing simple and accessible financial and health solutions.
We are headquartered in Hong Kong and have dual primary listings on the Stock Exchange of Hong Kong and the London Stock Exchange.
Visit our websites for more information:
Prudential plc: https://www.prudentialplc.com/
Prudence Foundation: https://www.prudentialplc.com/en/prudence-foundation
