Senior Claims Digital Enablement Specialist

Job Description:

1. Business Analysis & Functional Ownership

• Drive requirements gathering, functional analysis and documentation across assigned claims initiatives, including business requirement documentation, functional specifications, user stories, business rules and process flows.

• Gather end-to-end requirements across customer, agent and internal claims journeys, ensuring requirements are complete, accurate, testable and aligned to business outcomes.

• Lead requirement walkthroughs, clarifications and sign-offs with Claims, operations, technology and other cross-functional stakeholders.

• Partner stakeholders to evaluate solution options, clarify expected functional behaviour and translate claims business needs into implementable solutions.

• Act as a claims domain SME with a strong understanding of claims processes, operational scenarios, system behaviours and downstream dependencies.

2. Delivery, Testing & Operational Readiness

• Assess change impacts across claims and integrated systems, and align stakeholders on scope, dependencies, risks and downstream operational implications.
• Support delivery readiness, including UAT planning, test scenario review, test outcome validation and defect triage.

• Support operationalisation activities, including drafting or updating SOPs, user guides, training materials, knowledge transfer and stakeholder walkthroughs.
• Support release execution, post-deployment verification and early-life stabilisation / hypercare with Claims, business and technology teams.

• Work with relevant teams to embed new capabilities into BAU, including exception handling, support processes and post-launch improvement actions.

3. Stakeholder Leadership, Governance & Continuous Improvement

• Actively engage stakeholders, track decisions, surface risks/issues and drive follow-through across assigned workstreams.

• Bridge Claims, business and technology teams to enable timely decisions, clear communication and disciplined execution.

• Partner working-level stakeholders and the Team Lead to shape and prioritise work requests / backlog items, including business problem statements, impact assessments and dependencies.

• Ensure requirements and delivery artefacts align with internal governance, operational controls and relevant regulatory / policy constraints.
• Identify and drive improvements in claims processes, customer journeys, documentation standards and delivery practices to enhance efficiency, quality and customer centricity.

Who we are looking for:

Competencies & Personal Traits

• Strong analytical and problem-solving skills.
• Proactive, adaptable and able to manage multiple priorities.
• Excellent stakeholder management and communication skills.
• Detail-oriented with a strong focus on quality and execution.
• Collaborative team player with a continuous improvement mindset.

Work Experience

• 4–6 years of experience in business analysis, digital enablement, process improvement or transformation roles.
• Experience in insurance or financial services, preferably with exposure to Claims operations.
• Hands-on experience delivering system enhancements, digital projects or process transformation initiatives.
• Familiarity with requirements gathering, testing, change implementation and stakeholder management.
• Experience working with cross-functional teams across business and technology environments.

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 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.