Experience Design & Research: Journey Architect

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

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