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 teams

Experience with portfolio management and governance

Benefits

Your benefits start day 1. Your wellbeing is important to Pacific Life, and we’re committed to providing you with flexible benefits that you can tailor to meet your needs. Whether you are focusing on your physical, financial, emotional, or social wellbeing, we’ve got you covered.

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).