Head of Experience Design

Guardian Life Insurance

Life Insurance

Bethlehem, PA - USA

Manager / Team Leader

Experteer Overview

In this role you will lead enterprise-scale consumer experience efforts to translate strategy into measurable outcomes. As a strategic advisor, you will unify UX, CX programs, and senior consultants to embed consumer-first thinking across business and technology. You’ll standardize CX practices, govern experience quality, and drive continuous improvement aligned with Guardian’s BTOM. You’ll partner with cross-functional leaders to shape strategy, planning, and delivery, delivering impact at scale.

Compensation / Benefits

support and flexibility to achieve professional and personal goals
skill-building, leadership development and philanthropic opportunities
Inspire Well-Being initiative
contemporary, supportive, flexible and inclusive benefits
opportunities for career growth and diverse collaboration

Responsibilities

Define and lead the enterprise vision for Consumer Experience & Advocacy as a Center of Excellence, aligning with strategy
Influence executive decision-making as a senior thought leader on consumer experience
Champion a proactive, consultative enablement model
Maintain and evolve enterprise CX standards, frameworks, tools, and best practices
Govern experience-related work for consistency and adherence to CX principles
Operationalize CX best practices, measure outcomes, and drive improvements
Partner with Business and Technology leaders to embed consumer experience into BTOM
Integrate CXA teams into BTOM processes supporting strategy, portfolio planning, product development and delivery
Position CXA teams as trusted advisors shaping work upstream
Lead a high-performing CXA organization (UX, CX Programs, Senior Experience Consultants) and build leadership capability
Foster collaboration, learning, innovation, and consumer advocacy
Leverage Voice of Customer, Research, Intelligence, and journeys to prioritize improvements
Continuously assess and evolve CX capabilities based on performance and best practices

Key requirements

Proven leadership of enterprise-scale Customer Experience or Design organizations
Senior leadership experience with cross-functional influence across business, tech, and functional teams
Deep understanding of CX, operating models, design thinking, journey management, and human-centered design
Experience building and scaling Centers of Excellence with governance and enablement models
Ability to translate strategy into executable frameworks and measurable outcomes
Exceptional leadership, communication, and stakeholder management skills

enterprise mindset influential collaboration strategic advisory design thinking journey management human-centered design

Description

In this role you will lead enterprise-scale consumer experience efforts to translate strategy into measurable outcomes. As a strategic advis…

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