Experience Design & Research Analyst

Prudential Annuities Distributors (PAD); Ireland; On-site; EUR 55,000 - 85,000; Full time

Job summary

PGIM Ireland is seeking an Analyst of Experience Design & Research to join a team responsible for designing future state ambitions that deliver continuous improvement outcomes, shaping end-to-end journeys across key personas, grounded in deep customer insight, research, and experience design.

Reporting to the Director of Experience Design & Research, you will map journeys, translate insights into actionable strategies, and collaborate across business, technology and process leaders to deliver

Qualifications

• Bachelor’s degree required.
• Expertise in customer journey mapping, experience design, and UX research methodologies.
• Experience translating qualitative and quantitative research into actionable insights.
• Experience in customer-centric, digital-first environments.
• Comfortable working cross-functionally, with a track record of building strong partnerships.
• Strong communication and synthesis skills to translate process issues into north star opportunity narratives.

Responsibilities

• Develop detailed journey maps to visualize and understand the user’s experience across different touchpoints.
• Partner with business stakeholders to optimize future state journey.
• Translate external research, customer insights, market trends, and data into clear design implications and strategic recommendations.
• Shape and evolve future-state customer journey roadmaps in partnership with business, technology, and process leaders.
• Support in translating insights into actionable experience strategies, initiatives, and roadmaps delivered through cross-functional teams.
• Ensure delivery of execution-ready journey designs that reflect customer needs, process efficiency, and value-stream priorities.
• Ensure research outputs are actionable, timely, and integrated into journey and process redesign efforts.
• Co-design and support the execution of high impact process reimagination workshops and stakeholder engagements.
• Support workshops and interactive discussion sessions with business and technology partners.
• Collaborate with stakeholders to integrate customer-centric decision-making, inform prioritization, and develop experience-led metrics.
• Support team leaders in translating complicated systems into digestible communications to help stakeholders decide efficiently.
• Champion human-centered design practices for the voice of the customer across enterprise initiatives.

Skills

Journey mapping

Experience design

UX research methods

Cross-functional collaboration

Communication skills

Storytelling

Education

Bachelor’s degree

Job description

Do you hold yourself to a higher standard? Do you believe everything can be better? Prudential takes great pride in our culture where excellence is core to our DNA! We are building something bold with an internal consulting engine that reimagines how work flows, how people engage, and how value is delivered. When you join our organization at Prudential, you’ll unlock an exciting and impactful career – all while growing your skills and advancing your profession at one of the world’s leading financial services institutions.

Reporting to the Director of Experience Design & Research, the Analyst of Experience Design & Research will be a main contributor on a team responsible for designing future state ambition that delivers impactful continuous improvement outcomes, shaping end-to-end journeys across key personas, grounded in deep customer insight, research, and experience design.

Who you are

• A critical thinker; You always ask \"why?\" and wonder how things can be improved.
• A best- in- class collaborator; You strive to create alignment in meetings and working sessions with team members and stakeholders.
• A strategic storyteller; You know the value of storytelling and how critical it can be in transforming businesses.
• A dependable voice; You always raise your hand and share you point of view.
• An agent of change; You know the only constant is change and know how to navigate ambiguity and prioritize adaptability while working with speed.

What you will Do

Research & Strategy

• Develop detailed journey maps to visualize and understand the user’s experience across different touchpoints.
• Partner with business stakeholders to optimize future state journey.
• Translate external research, customer insights, market trends, and data into clear design implications and strategic recommendations.
• Shape and evolve future-state customer journey roadmaps in partnership with business, technology, and process leaders.
• Support in translating insights into actionable experience strategies, initiatives, and roadmaps that can be delivered through cross-functional teams.
• Ensure delivery of execution-ready journey designs that reflect customer needs, process efficiency, and value-stream priorities.
• Ensure research outputs are actionable, timely, and integrated into journey and process redesign efforts.

Facilitation & Collaboration

• Co-design and support the execution of high impact process reimagination workshops and stakeholder engagements
• Support workshops and interactive discussion sessions with business and technology partners.
• Collaborate with stakeholders to integrate customer-centric decision-making, inform prioritization, and develop experience-led metrics to align business goals

Strategic Storytelling & Communication

• Support team leaders in translating complicated systems and business problems into digestible, high impact communications and presentations to help stakeholders make decisions efficiently.
• Champion human-centered design practices for the voice of the customer across enterprise initiatives.

Expertise & Skills

• Bachelor’s degree required.
• Expertise in customer journey mapping, experience design, and UX research methodologies.
• Experience translating qualitative and quantitative research into actionable insights.
• Experience in customer-centric, digital-first environments.
• Comfortable working cross-functionally, with a track record of building strong partnerships.
• Ability to manage multiple initiatives simultaneously across dynamic business environments.
• Strong communication and synthesis skills to translate process issues into north star opportunity narratives that resonate with stakeholders across all levels, ensuring clarity and accountability.
• Strong problem-solving skills rooted in value adding opportunities, with the ability to identify root cause of issues and true underlying needs.

Preferred qualifications:

• Consulting experience a plus
• Industry-specific process knowledge relevant to our business sector

PGIM Ireland is proud to be an equal opportunity employer and is committed to equal employment opportunity regardless of applicants’ gender, civil status, family status, sexual orientation, religion, age, disability, race or membership of the traveler community.

PGIM Ireland's aim is to hire the best people for the open roles and all appointments will be made on merit. Any offer of employment made by PGIM Ireland will be contingent on receiving satisfactory references. Applicants should be aware that background checks will be carried out on all candidates offered a position within PGIM Ireland.

PGIM, the global asset management business of Prudential Financial, Inc. (NYSE: PRU), is a global investment manager with US $1.3 trillion in assets under management as of Dec. 31, 2023. With offices in 18 countries, PGIM’s businesses offer a range of investment solutions for retail and institutional investors around the world across a broad range of asset classes, including public fixed income, private fixed income, fundamental equity, quantitative equity, real estate, and alternatives.

For more information about PGIM, visit pgim.com.

Prudential Financial, Inc. (PFI) of the United States is not affiliated in any manner with Prudential plc, incorporated in the United Kingdom, or with Prudential Assurance Company, a subsidiary of M&G plc, incorporated in the United Kingdom.

For more information please visit news.prudential.com.

PGIM Inc. (PGIM) is the principal asset management business of Prudential Financial, Inc. (PFI), a company incorporated and with its principal place of business in the United States.

PFI of the United States is not affiliated in any manner with Prudential plc, incorporated in the United Kingdom or with Prudential Assurance Company, a subsidiary of M&G plc, incorporated in the United Kingdom.

Our Commitment to an Inclusive Workplace Prudential Financial, Inc. serves its customers in more than 40 countries and territories, and we seek talented, creative individuals from a variety of backgrounds, worldviews, and life circumstances to work with us. We are focused on creating a fully inclusive culture, where all employees feel comfortable bringing their authentic selves to work. We don’t just accept difference—we celebrate it, support it, and thrive on it. At Prudential, employees have a unique opportunity to build their career path by owning their development, their career, and their future. We encourage employees to hone their skills and explore continued opportunities within Prudential.