Consumer Experience Center of Excellence Lead

Guardian Life Insurance • Holmdel Township, NJ

1d • Hybrid

About The Position

As a Consumer Experience (CX) Center of Excellence (COE) Lead, you’ll be a strategic enabler between our CX Center of Excellence and business and technology product teams — championing a journey-first, data-informed approach that advances consumer centricity at scale. You’ll consult with Product Managers and Value Stream Leaders to translate market trends and internal insights into clear recommendations for product roadmaps with measurable objectives and success metrics; operationalize CX standards across teams; and deploy the right COE expertise (VOC, experience design, research, intelligence) into the highest-value work to deliver improvements in consumer satisfaction, ease, and loyalty. You’ll train and coach Product Managers and other key product roles on journey mapping and consumer-centered ways of working, acting as a trusted advisor who helps teams apply these practices in real delivery decisions. This role is someone who thrives in ambiguous, fast-changing environments with the ability to quickly sense stakeholder needs, meet teams where they are, and propose solutions that build trust and momentum without sacrificing consumer outcomes. You Have The ability to effectively analyze consumer experiences to identify gaps and recommend improvements. SAFe Agile certification or fluency in value streams and product operating models, including familiarity with Agile & Design Thinking frameworks Empathy, strategic thinking, creative problem solving, and active listening skills with experience leading without authority Data-informed decision-making using VOC, research, and behavioral science Journey mapping and management expertise (methods, standards, governance) Exceptional, clear communication & storytelling skills that turns insights into action, with comfort interacting at all organizational levels Highly organized, detail-oriented, and able to manage multiple priorities in a dynamic environment. You Will Serve as the primary CX point of contact to Product/Value stream leadership, serving as a hands-on consultant to ensure journey insights precede delivery requirements Help Product Managers translate CX trends and internal insights into roadmaps, hypotheses, and success metrics Train and coach Product Managers and Product Owners on journey mapping and monitor adherence to CX operating model and standards Partner cross-functionally across Business, Technology, Marketing, and Data; coach teams to work consumer-first Use VOC, research, and intelligence to drive decisions; socialize insights through storytelling and insight briefings Track outcomes and report ROI for targeted journeys and initiatives Act as a CX advocate within the organization, promoting a culture of continuous improvement and customer focus.

Requirements

• The ability to effectively analyze consumer experiences to identify gaps and recommend improvements.
• SAFe Agile certification or fluency in value streams and product operating models, including familiarity with Agile & Design Thinking frameworks
• Empathy, strategic thinking, creative problem solving, and active listening skills with experience leading without authority
• Data-informed decision-making using VOC, research, and behavioral science
• Journey mapping and management expertise (methods, standards, governance)
• Exceptional, clear communication & storytelling skills that turns insights into action, with comfort interacting at all organizational levels
• Highly organized, detail-oriented, and able to manage multiple priorities in a dynamic environment.
• 3-5 years in CX, Product, Experience Design, or Strategy within Agile environments
• Proven ability to manage adherence to standards and governance mechanisms
• Adept at cross-functional stakeholder alignment
• Comfortable spanning business, technology, and CX; can simplify complexity and inspire action
• Familiarity with CX and Agile frameworks, tools, and platforms

Responsibilities

• Serve as the primary CX point of contact to Product/Value stream leadership, serving as a hands-on consultant to ensure journey insights precede delivery requirements
• Help Product Managers translate CX trends and internal insights into roadmaps, hypotheses, and success metrics
• Train and coach Product Managers and Product Owners on journey mapping and monitor adherence to CX operating model and standards
• Partner cross-functionally across Business, Technology, Marketing, and Data; coach teams to work consumer-first
• Use VOC, research, and intelligence to drive decisions; socialize insights through storytelling and insight briefings
• Track outcomes and report ROI for targeted journeys and initiatives
• Act as a CX advocate within the organization, promoting a culture of continuous improvement and customer focus.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed