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Using AI to improve EX and enhance benefits engagement

In this vodcast episode, we explore how AI is reshaping the employee experience and benefits engagement, and how this impacts benefits strategies for employers, from design, to personalisation, and performance.

30/10/2025

Watch our vodcast on how AI is reshaping employee experience and benefits engagement.

AI is now really starting to reshape how employees experience benefits, from design and personalisation to engagement and outcomes, giving employers new ways to engage employees and deliver more value.

In this episode, Andrew Owens, Chief Technology Officer at Mercer Marsh Benefits, Carmen Alia, Lead UX Designer at Mercer Marsh Benefits, and Callum Burns-Green, Multinational Advisory Leader at Mercer Marsh Benefits, explore how AI tools are helping drive a more effective and efficient user experience, and an elevated experience for employees when engaging with their benefits.

Key takeaways for employers

Going beyond content curation

AI-driven UX personalisation tailors how benefits information is presented, enhancing inclusion, equity, and accessibility for all employees.

Accelerated design for improved outcomes

AI accelerates UX design processes by automating research, generating prototypes, and improving quality assurance, enabling faster time to market and deeper user understanding.

Overcoming fragmented benefits data challenges

AI automates data ingestion and structuring, allowing for advanced predictive analytics that optimise plan design and cost management.

Elevating the employee experience

AI-powered chat assistants and personalised content curation improve benefits technology user experience, making it easier for employees to access relevant information and engage more effectively.

About our speakers

Andrew Owens

Andrew Owens

Chief Technology Officer, Mercer Marsh Benefits

Andrew is a senior business leader with decades of experience in organisational transformation of both large software development organisations and overall software product businesses. He specialises in introducing and driving agile maturity within globally distributed development organisations. Successful track record of transforming businesses, with a particular focus on moving 'traditional' software businesses to enterprise SaaS businesses.

Carmen Alia

Lead UX Designer at Mercer Marsh Benefits

Carmen specialises in creating inclusive, human-centered experiences that connect employees with the true value of their benefits. With a background in user research and product design, she focuses on bridging business goals with user needs across diverse markets. She’s passionate about how new technologies can elevate UX practice, enabling hyper-personalization and helping design experiences that feel more intuitive, adaptive, and human.

Callum Burns-Green

Multinational Advisory Leader at Mercer Marsh Benefits

Callum is a Senior Partner and Global Advisory Leader for Mercer Marsh Benefits Multinational. With nearly 30 years of experience, he focuses on aligning multinational client needs with innovative benefits strategies, including total rewards, wellbeing, and corporate transaction support. Callum combines deep industry knowledge with a passion for driving transformation and delivering tailored, adaptive solutions that meet the complex challenges of today’s global workforce.

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