Head of Experience Strategy (Hybrid)

About the role

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.

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.