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Director, Customer Experience Research/User Testing (Virtual)

About the position

We’re looking for a new consumer testing engineer. This individual will work in a fast paced, dynamic environment partnering with our Innovation and Voice of Customer teams to develop research tests that gain insight into consumers’ needs and preferences as well as our current customers’ views. You should possess the ability to research, understand and empathize with the target consumer to explore trends and behaviors, and generate tests that offer meaningful insights to inform innovation efforts. You should also be familiar with existing and emerging digital testing platforms and be comfortable with designing tests based on specific platform capabilities. You will be relied upon to consult on and craft the right approach, design, structure and questions to meet either Innovation or Voice of Customer related research objectives. Utilizing your expertise, you will not only design research initiatives and/or tests, but also carry those strategic plans through to execution and analysis to deliver insights back to the team. This job will require an emphasis on innovative and creative thinking and the ability to react quickly to analysis by following an iterative test & learn approach. You will be uniquely positioned to be on the forefront of implementing emerging consumer products and web/mobile designs within the organization. This role will be integrally involved in helping shape the future experience and transform the existing customer experience by tracking customer perceptions, KPIs, key drivers and identifying pain points that may exist today.    Responsibilities include
  • Design + Manage Tests
    • Design digital and research test plans to test new consumer value propositions
    • Execute digital test plans and prototypes on multiple digital test platforms
    • Actively manage, prioritize, run and analyze rapid testing with testing platforms (AlphaUX, UX360, etc.) for early consumer feedback
    • Prepare research study progress reports and findings reports
  • Analysis + Storytelling
    • Analyze and synthesize data to illuminate key findings and areas of opportunity
    • Communicate and summarize findings that educate key stakeholders in a way that is meaningful and compelling.
    • Uncover unexpected insights that drive new
  • Research + Explore
    • Actively monitor emerging trends within both quantitative and qualitative data sets and design new research methodologies and reports that inform recommendations to transform the CX
    • Uncover consumer experience insights through a multitude of research methods (digital testing platforms, consumer panels/focus groups, surveys, journey mapping, etc).
    • Proactively research and communicate trends and anomalies
  • Test Platform Management
    • Build out our data and technical environment with innovative technology
    • Help manage the digital consumer research and testing with external innovation vendors when necessary
    • Manage testing platforms and tools, keeping capabilities and knowledge current
Qualifications
  • Bachelor’s degree or foreign equivalent in Engineering (any), Computer Science, MIS, or related discipline
  • Superior communication and persuasion skills; talent for storytelling, visualization and creating insights from data to deliver practical recommendations for business action
  • Ability to empathize with test subjects to determine consumer interest and intent and translate them into insights
  • Knowledge of emerging and digital testing platforms a plus
  • Experience creating user personas and journeys a plus
  • Conceptualizing abstract ideas and concepts
  • Demonstrates organizational awareness and the ability to navigate and influence across an organization
  • High energy with a strong passion for the customer experience
  • Team player with experience collaborating cross-functionally and with all levels of the organization
  • Self-motivated with the ability to prioritize, meet deadlines, and manage changing priorities
  • Familiarity with Agile principles preferred, but not required
  • Travel required (approx. 20%)

Prudential is a multinational financial services leader with operations in the United States, Asia, Europe, and Latin America. Leveraging its heritage of life insurance and asset management expertise, Prudential is focused on helping individual and institutional customers grow and protect their wealth. The company's well-known Rock symbol is an icon of strength, stability, expertise and innovation that has stood the test of time. Prudential's businesses offer a variety of products and services, including life insurance, annuities, retirement-related services, mutual funds, asset management, and real estate services.

We recognize that our strength and success are directly linked to the quality and skills of our diverse associates. We are proud to be a place where talented people who want to make a difference can grow as professionals, leaders, and as individuals. Visit www.prudential.com to learn more about our values, our history and our brand.

Prudential is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, genetics, disability, age, veteran status, or any other characteristic protected by law.

Note that this posting is intended for individual applicants. Search firms or agencies should email Staffing at staffingagencies@prudential.com for more information about doing business with Prudential.