Customer Experience Center of Excellence Lead

Description

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 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 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.

You Have

• 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
• SAFe Agile certification or 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

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
• 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.

Qualifications

Required:

• 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

Location

• This role is hybrid with 3 days a week in our Bethlehem PA, Holmdel NJ, or Hudson Yards NY location

Salary Range:

$99,150.00 - $162,885.00

The salary range reflected above is a good faith estimate of base pay for the primary location of the position. The salary for this position ultimately will be determined based on the education, experience, knowledge, and abilities of the successful candidate. In addition to salary, this role may also be eligible for annual, sales, or other incentive compensation.

Our Promise

At Guardian, you’ll have the support and flexibility to achieve your professional and personal goals.  Through skill-building, leadership development and philanthropic opportunities, we provide opportunities to build communities and grow your career, surrounded by diverse colleagues with high ethical standards.

Inspire Well-Being

As part of Guardian’s Purpose – to inspire well-being – we are committed to offering contemporary, supportive, flexible, and inclusive benefits and resources to our colleagues. Explore our company benefits at www.guardianlife.com/careers/corporate/benefits. Benefits apply to full-time eligible employees. Interns are not eligible for most Company benefits.

Equal Employment Opportunity

Guardian is an equal opportunity employer. All qualified applicants will be considered for employment without regard to age, race, color, creed, religion, sex, affectional or sexual orientation, national origin, ancestry, marital status, disability, military or veteran status, or any other classification protected by applicable law.

Accommodations

Guardian is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. Guardian also provides reasonable accommodations to qualified job applicants (and employees) to accommodate the individual's known limitations related to pregnancy, childbirth, or related medical conditions, unless doing so would create an undue hardship. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact [email protected]. Please note: this resource is for accommodation requests only. For all other inquires related to your application and careers at Guardian, refer to the Guardian Careers site.

Visa Sponsorship

Guardian Life is not currently or in the foreseeable future sponsoring employment-based visas (e.g., such as an H-1B). In order to be a successful applicant, you must be legally authorized to work in the United States, without the need for employer sponsorship/support now or at any time in the future.

Notice Regarding Guardian’s Use of Artificial Intelligence in Recruitment

 

As part of Guardian’s job application process, Guardian may use artificial intelligence tools (“AI Tools") to automate the sorting and filtering of information provided by applicants as part of its preliminary screening. This preliminary screening may be used to help identify applicant materials and resumes relative to their indication that the applicant meets the requirements for the specific job for which they are applying, as specified in the listing posted on Guardian’s jobs website (Careers at Guardian at https://www.guardianlife.com/careers). At Guardian, we do not use AI Tools to substantially assist or replace human judgment or discretionary decision making in our hiring process. All hiring decisions will be made by Guardian colleagues.

 

Please be aware that if you apply for a specific position with Guardian, you will have the choice of opting out of Guardian’s use of AI Tools during the job application process. If you would like to request an alternative process that does not utilize AI Tools or would like to request a reasonable accommodation, within ten business days of your position application, you must email your request to [email protected], making sure to provide your name and job requisition identification number. Guardian will retain your applicant materials and resume and all information therefrom in accordance with Guardian’s document retention policy, a copy of which you may request via [email protected].

 

Additionally, at applicable times, Guardian will make public the most recent bias audit results for such AI tools, which may be found here. 

Current Guardian Colleagues: Please apply through the internal Jobs Hub in Workday.