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.
The Head of Experience Strategy will report into the Head of Innovation and Experience Strategy, part of the Business Operations and Experience organization in FPRS.
You Will:
- 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)
You Have:
- 10+ years of experience in customer experience, product strategy, or transformation roles
- 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
- 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
Salary Range:
$152,290.00 - $250,195.00
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 is not currently or in the foreseeable future sponsoring employment visas. In order to be a successful applicant. you must be legally authorized to work in the United States, without the need for employer sponsorship.
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.
