Associate Director, Digital CX & AI Strategy

Prudential Hong Kong

Hong Kong

On-site

HKD 900,000 - 1,300,000

Full time

8 days ago

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Benefits offered by this job

Flexible benefits

Job summary

Prudential Hong Kong is seeking a senior Digital Product Manager to own the digital customer experience roadmap and drive cross-functional delivery across CX, Digital, Technology, Data and Marketing. You will lead the mobile app modernisation of myPrudential, prioritise the product backlog, and ensure measurable outcomes through AI, personalisation and data-driven engagement.

With 8+ years in digital product management or CX, you will design inclusive journeys, manage stakeholder alignment, and

Qualifications

Bachelor’s degree in a relevant discipline or equivalent professional experience.
Minimum 8 years’ experience in digital product management, customer experience or digital transformation, including leadership responsibilities.
Proven ownership of customer-facing digital products, from strategy and roadmap through launch and optimisation.
Experience leading cross-functional initiatives and senior stakeholder alignment.
Practical experience using customer data, AI or personalisation, CRM, VoC or self-service to deliver measurable outcomes.

Responsibilities

Own the digital customer experience roadmap across key customer touchpoints, using customer feedback, customer relationship management data and behavioural insights.
Prioritise initiatives based on customer impact, business value, feasibility and contribution to delivering a leading insurer app experience.
Lead the modernisation of myPrudential across priority customer journeys, simplifying app flows and improving ease of use.
Manage the product roadmap, backlog, release priorities, user acceptance testing, release readiness and post-launch optimisation.
Identify, prioritise and deliver practical AI and personalisation use cases, including conversational service, next-best-action, sentiment analysis and predictive engagement.
Define customer relationship management and engagement-platform requirements, journey logic, segmentation and event-triggered communications with appropriate governance, privacy and customer safeguards.
Design inclusive and accessible journeys for customers with different needs and levels of digital confidence, reducing effort and improving adoption.
Connect digital touchpoints, servicing journeys and engagement campaigns to strengthen loyalty, retention and customer lifetime value.
Lead cross-functional delivery with Customer Experience, Digital, Technology, Data, Marketing, Operations, Distribution and external partners, managing scope, dependencies, risks and stakeholder alignment.
Monitor app performance, digital adoption, self-service, customer satisfaction and value delivered from AI and personalisation, using results to refine the roadmap.