Future-Ready Service & Operations Consultant (Hybrid)

Chris Baily; New York (NY); On-site; USD 103,000 - 170,000; Full time

Job summary

Guardian Life seeks a delivery-focused professional to advance the Service and Operational Strategy for Financial Protection and Retirement Solutions (FPRS) in New York. You will translate roadmaps and operating-model designs into rigorous analyses, business cases, and implementation-ready plans across service, operations, and contact center functions, driving measurable outcomes.

You will lead cross-functional analyses, model outsourcing and AI-enabled improvements, establish KPIs, and

Qualifications

• Bachelor’s degree required.
• 5+ years of experience in management consulting, corporate or business strategy, operations strategy, transformation, or business process improvement.
• Strong analytical and project management skills, including proficiency with data, business case development, and executive-ready materials.
• Experience with operating-model transformation, including automation and AI platforms used to modernise processes.
• Familiarity with contact center, workforce planning, operations, and service functions is a plus.

Responsibilities

• Conduct current-state analysis of operations, customer journeys, channel performance, service demand, and cost drivers.
• Evaluate strategic levers across automation, digital containment, workflow optimization, and AI-enabled solutions.
• Support the development of business cases, roadmaps, and implementation plans with cross-functional teams.
• Analyze outsourcing, managed service, nearshore/offshore, and hybrid delivery models with cost-benefit modeling.
• Define and document operating model requirements including roles, governance, process ownership, controls, and change management.
• Establish and track KPIs and prepare progress reports against targets.
• Prepare for and support cross-functional workshops and leadership discussions.
• Monitor market trends and new technologies to keep the strategy future-ready.
• Coordinate multi-initiative execution, timelines, dependencies, and stakeholder inputs.

Education

Bachelor’s degree

Tools

Automation platforms

AI solutions

Job description

Guardian Life seeks a delivery-focused professional to advance the Service and Operational Strategy for Financial Protection and Retirement Solutions (FPRS) in New York. You will translate roadmaps and operating-model designs into rigorous analyses, business cases, and implementation-ready plans across service, operations, and contact center functions, driving measurable outcomes.

You will lead cross-functional analyses, model outsourcing and AI-enabled improvements, establish KPIs, and