Head of Experience Strategy (Hybrid)
About The Position
The Head of Experience Strategy in the Financial Protection & Retirement Solutions (FPRS) division is a leadership role responsible for defining and advancing human-centric experiences across advisor, client, and internal colleague journeys. This role will partner closely with Product, Service, Operations, Distribution, Marketing, Consumer Experience & Advocacy and Data and Technology leaders, amongst others to identify important stakeholder interactions across life, disability, annuity, and wealth to re-design the experience Guardian delivers. This leader’s mandate is to deliver cohesion and differentiation during the moments that matter most to Guardian clients and advisors.
Requirements
- 10+ years of experience in customer experience, product strategy, or transformation roles
- Ability to influence senior leadership and drive cross-functional alignment
- Ability to manage multiple projects simultaneously.
- Ability to lead while adapting to changing business priorities and environments.
- Ability to direct multiple key partner functions in a matrixed environment.
- Ability to lead through influence and work with people across multiple disciplines to achieve results.
- Comfort with ambiguity and the ability to manage complexity.
- Ability to accelerate impact and lead change.
- Strong executive presence and public speaking skills including presentation to senior leadership, as well as field stakeholders.
- Proficient in visual communication tools like PowerPoint with the ability to present information in a compelling way
- Ability to work independently and be self-motivated
Nice To Haves
- Experience in financial services, insurance, or adjacent industries preferred
- Background in advisor-led business models and distribution ecosystems preferred
- Proven track record designing and scaling end-to-end experiences in complex organizations
Responsibilities
- Define the FPRS customer experience Vision and Strategy across stakeholders, including advisor experience (distribution and servicing), client experience (acquisition, servicing, and claims) and internal user experience (operations and support teams)
- Establish a framework to identify points of friction and dislocation across the value chain and product portfolio to focus on enhancing.
- Define “north star” journeys and target-state experiences across products and channels
- Lead the orchestration of integrated journeys across the FPRS lifecycle
- Build and execute a multi-year roadmap to modernize FPRS experiences
- Partner with Innovation, Experience Design and Technology teams to translate strategy into digital experiences (web, mobile, self-service), AI-enabled assistance and automation and new service models and engagement channels
- Ensure experience considerations are embedded in all major transformation initiatives
- Leverage feedback loops and insights generation processes to continuously improve journeys
- Translate data into actionable recommendations for product and operations teams
- Partner with Distribution and Service leaders to align on experience priorities
- Drive coordination across value streams (e.g., Customer Engagement)
Benefits
- Annual, sales, or other incentive compensation
- Skill-building
- Leadership development
- Philanthropic opportunities
- Supportive, flexible, and inclusive benefits and resources
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
