Customer Experience Center of Excellence Lead

Guardian Life Insurance•New York, NY

5d•$99,150 - $162,885•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, product and technology product teams — championing a journey-first, data-defensible 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 strategic and tactical recommendations for product roadmaps with measurable objectives and success metrics; you’ll set and operationalize CX standards; and you’ll deploy the right mix of CX COE expertise (VOC, experience design, research, intelligence) into the highest-value work to deliver improvements in consumer satisfaction, ease, and loyalty. You’ll partner with CX leaders to create innovative ways to present and deliver new types of artifacts, and you’ll train and coach your business and product partners on journey mapping and consumer-centered ways of thinking and working, becoming 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.

Requirements

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
Experience with CX and Agile frameworks, tools, and platforms
The ability to effectively analyze consumer experiences to identify gaps and recommend improvements, while understanding business goals and technological opportunities and constraints
Empathy, strategic thinking, creative problem-solving, and active listening skills
A proven ability to lead without absolute authority and in ambiguous settings
Journey mapping and management expertise (methods, standards, governance)
An appreciation for user experience best practices
Data-informed decision-making using VOC, research, and behavioral science
Fluency in value streams and product operating models, including familiarity with Agile & Design Thinking frameworks
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

Nice To Haves

SAFe Agile certification

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
Create new and innovative deliverables that strengthen the mission of the CX COE and set industry leading standards
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
Remain engaged for the lifecycle of a roadmap, supporting regular evaluation and tuning of strategies based on evolving data, trends and technologies
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.