Define and evolve target customer segments, value propositions, customer journeys and engagement frameworks based on customer insights, market intelligence and business priorities.
Collaborate with Group Customer team on the strategy and development of a Prudential Global HNW Proposition.
2. Customer Experience & Proposition Development
Lead the design, enhancement and delivery of differentiated HNW & Affluent and Wealth propositions, solutions and customer experiences that strengthen customer engagement, loyalty and lifetime value.
Drive the development of premium service models, advisory frameworks, bespoke offerings and value-added services that meet the evolving needs of HNW & Affluent and Wealth customers.
Identify opportunities to improve customer experiences across the end-to-end lifecycle, including acquisition, onboarding, servicing, claims and retention.
3. Commercial Performance & Portfolio Management
Drive growth, profitability and long-term value creation across the HNW & Affluent and Wealth portfolios, delivering agreed financial and customer outcomes.
Monitor portfolio performance, customer behaviour and business trends, providing strategic recommendations to optimize growth, retention, engagement and share of wallet.
Oversee portfolio reviews and performance reporting to ensure portfolio quality, commercial sustainability and alignment with target customer segments.
4. Market Insights, Innovation & Thought Leadership
Lead the assessment of customer needs, market developments, competitor activity and regulatory trends impacting the HNW and Wealth landscape.
Translate insights into proposition strategies, innovation priorities and business growth opportunities.
Champion thought leadership and proposition innovation by identifying emerging customer needs, evolving advisory models, digital capabilities and ecosystem opportunities.
5. Strategic Partnerships & Distribution Enablement
Partner with Distribution, Marketing and other stakeholders to drive proposition adoption, customer acquisition, customer engagement and portfolio growth.
Develop and execute proposition-led campaigns, events, communication strategies and enablement initiatives that support Distribution channels and enhance customer value.
Establish and manage strategic partnerships that strengthen Prudential's proposition offering and deliver differentiated benefits and experiences for customers.
6. Cross-Functional Leadership & Governance
Provide strategic leadership across Distribution, Marketing, Customer, Product, Finance, Operations, Technology, Actuarial and other stakeholder groups to deliver integrated proposition outcomes for HNW & Affluent and Wealth.
Drive executive stakeholder alignment, investment prioritisation and effective execution of strategic initiatives across the HNW & Affluent and Wealth portfolios.
Ensure robust governance, risk management and regulatory compliance, while maintaining a strong focus on customer outcomes and conduct standards.
KEY PERFORMANCE INDICATORS
Financial Performance
APE and NBP performance
Portfolio growth and profitability
Share of wallet expansion
Customer & Portfolio Growth
Growth in customer base
Customer retention, engagement and loyalty metrics
Portfolio quality and target segment penetration
Proposition Effectiveness
Delivery and adoption of strategic proposition initiatives
Customer experience and proposition performance outcomes
Growth in Wealth portfolio adoption and effectiveness against business targets
Distribution & Partnership Outcomes
Cross-sell conversion performance
Growth in Maturity recapture conversion across Distribution channels
Seller channel engagement and proposition adoption
Partnership effectiveness and contribution to business growth
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.
