AVP, Head of Strategy, Portfolio & CX

About the role

The Head of CX, Strategy and Portfolio is responsible for unifying customer experience strategy with business strategy, and translating both into a prioritized, governed portfolio of initiatives that improves customer outcomes and accelerates profitable growth. This role will oversee a team of resources responsible for CX measurement and insights, business strategy, and portfolio lifecycle. This role will partner closely with senior management, Finance, product management, and cross-functional teams to translate CX insights and business strategy into actionable initiatives that drive profitable growth, enable scale, and amplify Group Employee Benefits market differentiation.

Responsibilities

• Define and evolve the Group Employee Benefits customer experience strategy
• Oversee customer and market research, integrating findings into strategy and portfolio recommendations
• Own customer experience measurement and the operationalization of insights
• Champion innovation and next-gen technologies to unlock scalable growth, reduce cycle time, and improve customer and employee experience
• Own and evolve our Group Employee Benefits' strategic planning process and cadence, ensuring alignment with Enterprise strategic planning
• Develop, execute, and monitor integrated business strategies to achieve short-term and long-term organizational goals
• Oversee the development and management of Group Employee Benefits' multi-year strategy roadmap; monitor trajectory to long term strategic aspirations and, as appropriate, recommend what adjustments need to be made
• Maintain awareness of market research and analysis to identify strategic opportunities and risks, and translate external trends into relevant internal actions
• Build intelligence processes that can scale across the organization
• Act as the Strategy leader for Group Employee Benefits in Enterprise Community of Practice, providing thought leadership and participation as needed in joint strategy efforts such as AI Portfolio
• Establish and maintain portfolio governance practices and operating rhythms that enable clear decisions (start/stop/pivot), transparency, and accountability across cross-functional leaders and teams
• Serve as the Portfolio leader for Enterprise cross-portfolio planning and quarterly alignment

Requirements

• 10+ years of leadership experience across CX, strategy, and portfolio management (or consulting) within financial services, insurance, or adjacent industries
• Ability to translate vision into actionable plans, roadmaps, and measurable outcomes - balancing stakeholder needs, capacity, risk, and value
• Proven success improving end-to-end customer journeys and experience standards, with measurement that informs prioritization and demonstrates impact
• Deep experience operating portfolio governance in complex, cross-functional environments
• Strong business and financial acumen - able to frame trade-offs, quantify value, manage budgets, and drive disciplined decisions
• Demonstrated change leadership and comfort leading through ambiguity
• Exceptional communication, facilitation, and influence skills - able to align senior stakeholders and drive clear outcomes and accountability
• High judgment, integrity, and discretion; trusted to steward company resources and manage risk appropriately
• Bachelor’s degree in business, finance, analytics, design, or a related field (or equivalent experience)

Qualifications

• Group Employee Benefits experience
• Facilitative leader who builds cross-functional partnerships, clarifies expectations, removes obstacles, and drives outcomes through influence
• Strong analytical and storytelling skills - synthesizes qualitative and quantitative inputs into crisp executive narratives that drive fast, high-quality decisions
• Track record building governance and operating systems that drive consistent, measurable improvement
• Experience using AI, automation, and analytics to enable scalable growth

Skills

• Strong leadership and strategic thinking skills
• Excellent communication and collaboration abilities
• Proven ability to manage complex projects and portfolios
• Experience with data-driven decision making
• Ability to lead change and navigate ambiguity

Benefits

• Prioritization of your health and well-being including Medical, Dental, Vision, and Wellbeing Reimbursement Account that can be used on yourself or your eligible dependents
• Generous paid time off options including: Paid Time Off, Holiday Schedules, and Financial Planning Time Off
• Paid Parental Leave as well as an Adoption Assistance Program
• Competitive 401k savings plan with company match and an additional contribution regardless of participation

Pay

Base Salary Range: $190,000 - $225,000

Schedule

This role follows a hybrid schedule of four days in the office (on-site).