Principal Business Solution Designer

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.

At Prudential Health India (PHI), we are on a mission to make Indians healthier, while bridging the health protection gap. This is a Zero to One team undertaking a greenfield health insurance deployment in India committed to building journeys that will truly empathize with the customer and offer a differentiated, bespoke experience.

To partner us in this mission, we are looking for a talented…  

As a Business Analyst, your typical week might include the following… 

• Build a deep understanding of our business strategy and planned experiences. Manage health & wellness business requirements and implementation in active collaboration with functional representatives.
• Solicit, develop, and validate business requirement documentation through a clear understanding of ‘Asis’ vs ‘to-be’ process, and document clear acceptance criteria for user stories.
  • Lead brainstorming sessions with key stakeholders so that business requirements and opportunities are accounted for comprehensively while creating delightful experiences.  o             Develop in-depth understanding of business processes, articulate use-cases, user-stories & requirement documents/ change requests for identified features/ capabilities for applicable platforms and projects. 
  • Perform process impact analysis across various platforms, holding an end-to-end view of user journeys.
  • Design Business Process Flows, Review with Key functional Stakeholders and Obtain signoff.
  • Facilitate discussions, gather feedback, and ensure the proposed improvements align with the business process objectives.
• Collaborate with functional process owners to support capability vision, strategy & roadmap. 
• Understand business objectives, processes, and products to make educated recommendations.
• Document business process flow diagrams and review with functional stakeholders.

  Identify pain points, bottlenecks, redundancies, delays, errors, or any other areas to enhance the process and dig deeper to uncover the root causes of the identified pain points and inefficiencies

  
  

  Check if the current process complies with relevant regulations and industry standards including legal/ compliance/ data privacy. 

  
  

  Use techniques such as flowcharts, BPMN diagrams, or process maps to illustrate the sequence of activities, decision points, inputs, outputs, and the roles involved in applicable business processes d) Undertake iterations in signed-off Business Process Flow, when required, in collaboration with stakeholders to refine and finalize the next version.

  
  
• Manage stakeholder expectation based on current book of work and capacity, collaborate with key business stakeholders to understand business requirements, contribute to the platform technology roadmap & driving day-to-day prioritization of work on capabilities, while working closely with functional users
• Ensure that acceptance criteria are defined & met; lead testing in collaboration with functional users including jointly preparation & review of test plan, test cases, user acceptance testing.
• Manage the end-to-end project lifecycle of designated project/s or workstreams sponsored by Business team
• Work closely with Technology workstream and align user team deliverables and timelines 
• Resolve showstoppers, facilitate decision making to ensure overall project timelines are met
• Drive and oversee the delivery of the project to ensure that the objectives are clearly defined and achieved within the agreed time, cost, and quality constraints.  The Project Manager has a key role in project governance and collaborating with stakeholders to ensure the agreed project outputs are delivered to enable benefits to be   realized
• Oversee effective deployment of resources, including but not limited to Business analysts and users, the delegation of roles and responsibilities, developing capability and reaching fast decisions
• Work collaboratively with the Sponsor to jointly manage senior stakeholders. Ensure stakeholder interests are identified and addressed.  Manage stakeholder communications and ensure buy-in. Form collaborative relationships with key stakeholders both internally and externally. Build consensus across a large and often diverse group of stakeholders
• Manage risks and issues and escalate to Sponsor where appropriate. Ensure strategic and operational risks and issues are identified, prioritized, assessed and mitigation actions developed, implemented and monitored throughout the life of the project.  Ensure senior stakeholders are briefed, updated and, where appropriate, enrolled in the management and control of key risks.  Identify and engage specialists as appropriate
• Engage with assurance reviews and acts on recommendations. Organize assurance processes such as gateway reviews, as required by the Sponsor

You could be the right candidate if you…

• Have 12-15 years of business analysis experience with any of these sectors: health insurance, wellness, payments, financial services e-commerce, insurance core systems, insurance tele-sales & customer servicing. At least 5 years’ experience in health insurance is required. 
• Have end-to-end knowledge of health insurance business, distribution, products and operations processes and technology systems.
• Can understand high-level processes and can convert them into detailed business requirement documents.
• Have a proven track record of end-to-end implementation and business outcome delivery of significant insurance systems.
• Are an expert in designing wireframes, UX flows, customer journey maps, conducting usability testing, interpreting feedback, and incorporating insights into subsequent implementations.
• Are a true team player, have the interpersonal skills and proven ability to collaborate & communicate effectively across disciplines such as Technology, Product, Operations, Marketing & Analytics teams to deliver high impact solutions.
• Can empathize well with & understand the motivations of users.  o Have proven expertise in User Research, Processes for creating Personas, Customer Journey

Maps & User Flows o       Understand existing mental models & expectations of users based on contemporary experiences.

                      o    Have an exceptional eye for visual and interaction details.

• Can function as an indispensable member of the team
  o        Are passionate about operating iteratively.
  • Are an effective communicator, can present your strategy and persuade stakeholders while solving user problems creatively and effectively. 
  • Able to identify and track the appropriate metrics to assess key processes/ capabilities in pursuit of continuous improvement. 
• Comfortable with Agile/iterative project management methodologies
• Have hands-on knowledge of Confluence & JIRA, behavioral analytics platforms, BI tools and SDLC tracking tools. 

This could be the gig for you if you…

• Have built best-in-class processes from scratch; can manage multiple concurrent initiatives.
• Are passionate about consumer behavior and culture; enjoy spending time with customers to understand what they want. Have an attentive ear to listen to new ideas. 
• Have high resilience – can manage yourself and your teams when faced with blockers or ambiguity. 
• Join hands with other colleagues to solve for the customer.
• Like to work in a culture where everyone can see what others are doing. 
• Take help from others when stuck and encourage others when there are setbacks.
• Take full responsibility for your and your team’s output while thinking wing-to-wing across the organization.
• Are passionate about leveraging digital tools to transform customer experience. 

Location: Mumbai 

Title: Principal, Business Solutions Designer

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.