CX Strategy Lead: Journey-First Customer Excellence

Guardianlife; Town of Bethlehem (NY); Hybrid; USD 99,000 - 163,000; Full time

Job summary

Guardian Life in the United States seeks a Consumer Experience (CX) COE Lead to align the CX Center of Excellence with product, technology, and business teams, driving a journey-first, data-defensible strategy with measurable objectives.

You will train partners on journey mapping, apply VOC, research and behavioral science, and champion CX standards across roadmaps to improve consumer satisfaction, ease, and loyalty.

Qualifications

• 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

Responsibilities

• 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.

Skills

Empathy

Strategic thinking

Problem solving

Active listening

Journey mapping

Data-informed decisions

Stakeholder alignment

SAFe Agile

Job description

Guardian Life in the United States seeks a Consumer Experience (CX) COE Lead to align the CX Center of Excellence with product, technology, and business teams, driving a journey-first, data-defensible strategy with measurable objectives.

You will train partners on journey mapping, apply VOC, research and behavioral science, and champion CX standards across roadmaps to improve consumer satisfaction, ease, and loyalty.