Job Classification:

Technology - Agile, Delivery, & Product

We are hiring a Lead Business Analyst to drive requirements, analysis, and stakeholder alignment for NGCC—Prudential’s omnichannel contact center transformation across conversational voice and chat channels. This role partners closely with Product Owners and delivery teams to translate business needs into clear, testable requirements, accelerate delivery, and ensure measurable outcomes.

This is a “doer + connector” role: you will own end-to-end discovery through delivery for key features, build strong relationships across Service and enterprise stakeholders, and help the team mature how we build requirements for AI-driven and agentic systems.

The current employee work arrangement for this position is Hybrid and requires your on-site presence on a reoccurring basis as determined by your business. For exceptionally well-qualified candidates, Virtual working arrangement may be considered, with expectation of travel as required.

Key Responsibilities

• Business analysis & discovery: Lead discovery with business partners, SMEs, and technology teams to understand pain points, define problems, and document requirements that are within business rules and operating constraints.
• Feature ownership: Own specific features/bodies of work end-to-end—analysis, options, recommendations, communications, and stakeholder engagement—ensuring clarity from intake through delivery.
• Backlog & delivery support: Partner with Product Owners and delivery teams to refine epics/features/stories, define acceptance criteria, and maintain a high-quality backlog ready for execution.
• Agentic + hybrid requirements: Build requirements suited for modern AI systems (deterministic + agentic patterns), including how/when systems invoke APIs, handle ambiguity, manage state/context, and execute fallback/escalation paths.
• Guardrails & quality: Define and operationalize requirements that bake in safety, compliance, and experience guardrails—ensuring solutions behave predictably and can be validated through structured testing (including negative testing and edge cases).
• Rollout & change enablement: Support rollout planning, stakeholder communications, and readiness activities to drive adoption and minimize operational disruption.
• Metrics & outcomes: Define and track success measures (KPIs/OKRs) and support post-implementation learning loops to improve future iterations.
• Cross-functional alignment: Independently manage relationships across Service and other enterprise partners; influence decisions through crisp communication, tradeoff framing, and data-driven storytelling.

Critical Capabilities (Must-Have)

• AI fluency or strong willingness to learn: Demonstrated curiosity and aptitude to learn conversational AI and agentic concepts quickly and apply them to real delivery work.
• Creative requirements shaping: Comfortable operating in evolving business needs; can iteratively refine requirements as we learn from pilots, analytics, and stakeholder feedback—without losing clarity or delivery momentum.
• Strong stakeholder leadership: Proven ability to build trust with Service leaders, business partners, and technology teams; can drive alignment and decision-making in ambiguous environments.
• Strong structured thinking: Ability to translate complex problems into clear requirements, acceptance criteria, and test scenarios that engineering and QA can execute.
• Delivery mindset: Bias toward action, accountability, and outcomes; can operate effectively in Agile/Kanban delivery models.

Preferred Capabilities

• Experience supporting contact center capabilities (IVR, routing, authentication/ID&V, chat/live chat, agent desktop/CSP tools, analytics).
• Experience writing requirements for AI-driven experiences, including conversation flows, escalation logic, context transfer, and quality/latency expectations.
• Familiarity with controls/guardrails in regulated environments (privacy, security, risk governance) and how to incorporate these into requirements and acceptance criteria.
• Experience defining and operationalizing end-to-end journey measurement (containment, transfer rate, AHT impact, drop-offs, routing accuracy, customer/agent experience metrics).

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What we offer you:

Prudential is required by state specific laws to include the salary range for this role when hiring a resident in applicable locations. The salary range for this role is from $114,500.00 to $188,900.00. Specific pricing for the role may vary within the above range based on many factors including geographic location, candidate experience, and skills.

• Market competitive base salaries, with a yearly bonus potential at every level.

• Medical, dental, vision, life insurance, disability insurance, Paid Time Off (PTO), and leave of absences, such as parental and military leave.

• 401(k) plan with company match (up to 4%).

• Company-funded pension plan.

• Wellness Programs including up to $1,600 a year for reimbursement of items purchased to support personal wellbeing needs.

• Work/Life Resources to help support topics such as parenting, housing, senior care, finances, pets, legal matters, education, emotional and mental health, and career development.

• Education Benefit to help finance traditional college enrollment toward obtaining an approved degree and many accredited certificate programs.

• Employee Stock Purchase Plan: Shares can be purchased at 85% of the lower of two prices (Beginning or End of the purchase period), after one year of service.

Eligibility to participate in a discretionary annual incentive program is subject to the rules governing the program, whereby an award, if any, depends on various factors including, without limitation, individual and organizational performance. To find out more about our Total Rewards package, visit Work Life Balance | Prudential Careers. Some of the above benefits may not apply to part-time employees scheduled to work less than 20 hours per week.