Job Classification:

Technology - Agile, Delivery, & Product

Prudential is seeking a Director of Experience Design to lead strategy, design excellence, and team growth across our enterprise digital ecosystem — including Prudential.com, MyPru, and adjacent customer-facing platforms. This role is pivotal in shaping how customers, advisors, and clients engage with Prudential’s products and services online, ensuring every experience is unified, intuitive, and grounded in our brand purpose.

As part of the Growth & Channel Activation team, you’ll partner closely with Marketing, Product, Engineering, Brand, and Service teams to advance our next generation of digital experiences — from acquisition through servicing — connecting business goals to customer value through human-centered design. Success in the role will look like:

• Creation of unified, high-performing ecosystem: Prudential.com, MyPru, and connected platforms deliver seamless, brand-aligned experiences across acquisition and servicing to drive business growth. 
• Challenging the status quo and driving simplification through fresh thinking: Lead efforts to simply how we work and communicate, challenging legacy processes and reframing how we position teams, processes, and services. 
• Simplified, intuitive user journeys: Customers are able to complete tasks faster and with less friction, increasing satisfaction and ease of doing business. 
• Tangible business impact: Growth in traffic, conversion, enrollment, and adoption reflects effective design and messaging. 
• Improved operational efficiency: Shorter cycle times, fewer support calls, and reduced defects signal streamlined, reliable experiences. 

What you can expect:

Lead Digital Ecosystem Strategy

• Define and evolve the vision for Prudential’s digital front door, ensuring cohesion across marketing, servicing, and authenticated experiences.
• Apply systems thinking to connect platform strategy with customer journeys, personalization, and business outcomes.

Deliver Design Excellence and Measurable Impact

• Lead the reimagining and redesign of Prudential.com and MyPru, shaping how customers engage with our digital platforms.
• Continuously improve the end-to-end user experience through iterative design, information architecture, usability testing, and performance insights.
• Own and elevate design execution across platforms, focusing on clarity, usability, and accessibility (WCAG).
• Translate insights from research, analytics, and voice-of-customer into actionable design improvements.
• Guide prioritization using experimentation frameworks and data-driven decision-making.
• Improve acquisition and servicing journeys through intuitive flows, simplified content, and responsive design.
• Collaborate across disciplines to ensure cohesive, scalable experiences that reflect brand purpose.
• Contribute to and evolve the enterprise design system to support consistency and efficiency.

Lead, Mentor, and Scale a High-Performing Team

• Manage and inspire a team of UX designers fostering a culture of creativity, accountability, and continuous learning.
• Promote professional growth through mentorship, feedback, and clear career paths.
• Evangelize the value of design across the enterprise and celebrate team accomplishments.

Partner Across the Enterprise

• Collaborate with senior leaders in Marketing, Product, Technology, and Brand to align design strategy with business goals and platform roadmaps.
• Work closely with Legal, Compliance, and Accessibility partners to ensure experiences meet enterprise standards and regulatory requirements.
• Represent Experience Design in cross-functional forums, influencing digital transformation, brand adoption, and innovation initiatives.

What you'll need:

• You are a strategic design leader and systems thinker who thrives at the intersection of storytelling, execution, and enterprise complexity. You advocate for simplicity, customer-centered design, and scalable solutions that drive impact.
• 8+ years in UX or Product Design leadership (enterprise or large-scale ecosystem experience preferred).
• 4+ years of people management experience, and at least 2 years of interaction experience with executive teams.
• Proven track record leading cross-functional teams to deliver measurable business and customer impact.
• Strong background in web platform design (AEM, content-driven, transactional, and authenticated experiences).
• Experience with design systems (Figma), accessibility standards (WCAG), and agile delivery models.
• Skilled in stakeholder influence, executive communication, and