Servicing Digital Enablement 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.

This role supports digital change delivery by gathering and documenting business requirements, coordinating with business, operations, product and technology teams, and supporting testing and operational readiness. It is a hands-on role focused on requirements quality, clear documentation, coordination and smooth implementation across platforms.Job Description:

• Support requirements elicitation through stakeholder discussions, workshops and analysis of current-state processes; document requirements clearly in the form of BRDs, functional requirements, user stories, business rules and process flows.
• Perform functional analysis and define business rules and acceptance criteria for assigned initiatives, ensuring requirements are complete, accurate and testable.
• Support the development of end-to-end requirements for digital journeys spanning customer, agent and internal touchpoints, including insurance operations domains such as policy servicing, payments and claims.
• Work closely with technology teams to clarify requirements, explain expected functional behaviour, and support translation of business needs into implementable solutions.
• Support UAT readiness activities, including clarifying requirements, helping with test scenario design, reviewing test outcomes and participating in defect triage discussions.
• Assist in impact assessment for change requests across integrated systems and support stakeholders in understanding implications to scope, business processes and downstream dependencies.
• Prepare SOPs, user guides and other release readiness materials, and support knowledge transfer or training sessions where required.
• Conduct post-deployment training and journey walkthroughs for internal stakeholders to support operational readiness and solution adoption.
• Support post-deployment verification and early-life issue triage to enable timely issue resolution and minimal disruption to business operations.
• Identify opportunities to improve documentation quality, process clarity and efficiency across change delivery activities.
• Track follow-ups, maintain project artefacts, and ensure requirements, issues and action items are documented and kept up to date.

Who we are looking for:

Competencies & Personal Traits

• Strong analytical and problem-solving skills.
• Structured, detail-oriented and quality-driven.
• Independent, proactive and able to work in a fast-paced environment with shifting priorities.
• Effective collaborator across technical and non-technical stakeholders.
• Comfortable supporting multiple tasks and timelines concurrently.

Work Experience

• Relevant experience as a Business Analyst / Functional Analyst, preferably within insurance or financial services.
• Good working knowledge of insurance operations, especially policy servicing, with exposure to adjacent domains such as new business, payments or claims.

Education

• Diploma or Degree in Business, Information Systems, Computer Science, or a 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 in