Lead, Operations AI Enablement

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.

Job Profile Summary

This role in operations is responsible for building and governing an agentic AI workforce across Operations, combining automation (RPA) with AI reasoning and decision support to deliver step-change improvements in efficiency, quality, and customer outcomes. As AI adoption accelerates across the organization, this role ensures Operations’ use of AI is differentiated, governed, high-quality, and value-led rather than fragmented or tactical.

Job Description

Build an Agentic AI Workforce Across Operations

• Design and scale an agentic AI operating model combining RPA with AI to build bots that can be applied across the Operations value chain focusing on scalable tasks across Operations functions. Critical success factor is the ability to partners with SMEs to identify priority operational journeys where AI agents can autonomously execute, assist, or escalate decisions.
• Perform requirement data gathering in order to develop base functionality for the bots and partner with PACS technology team for development

Deploy Co-Pilot Bots for Operational Efficiency

• Lead the design and rollout of co-pilot bots to support Operations workflows
• Deploy co-pilot within Operations analytics to trigger intelligence and build forecasting model for workload planning and potential issues areas

Drive AI use cases development that can be plugged and played across platforms

• Act as the trusted AI advisor for AI use cases that can be scaled and support Operations transformation initiatives, providing guidance on where AI adds material value and advising senior leaders on investment and design decisions

Own the Operations view of AI Rules and Differentiation

• Define and maintain the Operations AI rulebook, including decision boundaries, human-in-the-loop requirements, and consistency of AI behaviour across journeys. Ensure Operations differentiates through decision quality and orchestration, not tool proliferation.

Define and Own the QA and Assurance Strategy for AI

• Establish the AI quality assurance framework for Operations, covering accuracy, stability, bias, drift monitoring, and escalation. Ensure alignment with Group AI governance, ethics principles, and regulatory expectations

Who we are looking for

Competencies & Personal Traits

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.