Lead, Customer Portfolio Growth Insights & Strategy

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 is a business-led insights and strategy role embedded in Customer Portfolio Growth (CPG). The role owns the growth strategy, insight agenda, and decision frameworks across Acquisition, Retention, Cross-sell, Partnerships & Digital, and defines what needs to be built in Salesforce (segments, triggers, dashboards, measurement). The role works closely with the Data Analytics function, which develops the datasets, models, dashboards, and technical outputs based on this role’s business requirements. The role is accountable for translating insights into prioritised actions, stakeholder alignment, and measurable outcomes.

Key responsibilities

1) Set the growth insights strategy & business intelligence agenda

• Define the CPG insights roadmap: what questions to answer, why it matters, and how insights will drive actions.
• Establish decision frameworks for portfolio growth (prioritisation, trade-offs, and investment cases).
• Convert business priorities into a structured analytics backlog and manage demand across stakeholders.
   

2) Translate data into business insights and actionable recommendations

• Interpret analytics outputs and translate them into clear business narratives: drivers, implications, and recommended actions.
• Produce executive-ready insight packs that connect performance trends to decisions and next steps.
• Identify performance issues/opportunities across funnel, lifecycle engagement, and partner cohorts and recommend fixes.
   

3) Define Salesforce business requirements (segments, triggers, dashboards, measurement)

• Own the business design for Salesforce lifecycle execution: targeting logic, trigger rules, journey requirements, routing/tasking rules, KPI definitions, and reporting needs.
• Specify data capture requirements and instrumentation needs (what fields/events must exist) to enable measurement and decisioning.
• Partner with CRM/IT and the Data Analytics team to ensure build is aligned to the intended business outcomes.
   

4) Own propensity use-cases and “what to model” requirements

• Define and prioritise modelling use-cases (lead quality scoring, cross-sell propensity, retention risk, next-best-action).
• Set model acceptance criteria from a business lens (interpretability, operational usability, monitoring requirements).
• Translate model outputs into operating rules (how the business will use the scores in targeting, routing, and outreach).
   

5) Dashboard and performance governance (what must be reported)

• Define the CPG KPI framework and scorecard structure across Acquisition, Cross-sell, Lifecycle, Retention, Partnerships & Digital.
• Specify dashboard requirements and the performance narrative cadence (weekly/monthly/quarterly).
• Drive action-from-insight governance: what decisions are made off the dashboards and who owns follow-through.
   

6) Experimentation and learning agenda

• Define test-and-learn priorities (what to test, target groups, success criteria, measurement approach).
• Translate experiment results into next wave strategy, targeting rules, and offer/campaign improvements.
   

7) Stakeholder leadership and cross-functional influence

• Facilitate alignment across CPG, CRM/IT, Data Analytics, Distribution, and Marketing on priorities, requirements, and decisions.
• Communicate clearly and persuasively to senior stakeholders; ensure analytics translates into business action.
   

Key deliverables (business-owned)

• CPG Insights & Strategy roadmap (quarterly) and prioritised analytics backlog
• Executive insight packs (drivers → implications → recommendation → owner/action)
• Salesforce business requirement briefs for: lifecycle targeting logic, triggers, dashboards, measurement definitions
• Propensity modelling briefs (use-case, data requirements, business usage, acceptance criteria)
• CPG KPI framework & scorecard definitions (single source of truth for metrics)
• Partner performance framework (what to measure, how to evaluate, what to change)

Qualifications & experience

• 10+ years in growth strategy, customer analytics translation, CRM strategy, lifecycle strategy, or commercial BI roles (financial services/insurance preferred).
• Strong track record turning analytics into business decisions and driving cross-functional execution.
• Proven ability to write clear business requirements for CRM execution and measurement (Salesforce preferred).
• Strong familiarity with analytics concepts (segmentation, propensity models, experimentation, cohort analysis) even if not hands-on building.
• Tools literacy to engage confidently with analytics teams (SQL/BI familiarity beneficial; Tableau/Power BI/Qlik; data platforms such as Databricks/Azure/Snowflake familiarity).

Key competencies

• Business translation & strategic thinking
• Structured problem solving and opportunity sizing
• Stakeholder influence and decision facilitation
• Requirements writing for CRM and analytics delivery
• Performance governance and operating cadence leadership

 

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.