Consumer Experience Center of Excellence Lead

Consumer Experience (CX) Center Of Excellence (COE) LeadAs a Consumer Experience (CX) Center of Excellence (COE) Lead, you'll be a strategic enabler between our CX Center of Excellence and business and technology product teams championing a journey-first, data-informed approach that advances consumer centricity at scale. You'll consult with Product Managers and Value Stream Leaders to translate market trends and internal insights into clear recommendations for product roadmaps with measurable objectives and success metrics; operationalize CX standards across teams; and deploy the right COE expertise (VOC, experience design, research, intelligence) into the highest-value work to deliver improvements in consumer satisfaction, ease, and loyalty. You'll train and coach Product Managers and other key product roles on journey mapping and consumer-centered ways of working, acting as a trusted advisor who helps teams apply these practices in real delivery decisions. This role is someone who thrives in ambiguous, fast-changing environments with the ability to quickly sense stakeholder needs, meet teams where they are, and propose solutions that build trust and momentum without sacrificing consumer outcomes.You HaveThe ability to effectively analyze consumer experiences to identify gaps and recommend improvements.SAFe Agile certification or fluency in value streams and product operating models, including familiarity with Agile & Design Thinking frameworksEmpathy, strategic thinking, creative problem solving, and active listening skills with experience leading without authorityData-informed decision-making using VOC, research, and behavioral scienceJourney mapping and management expertise (methods, standards, governance)Exceptional, clear communication & storytelling skills that turns insights into action, with comfort interacting at all organizational levelsHighly organized, detail-oriented, and able to manage multiple priorities in a dynamic environment.You WillServe as the primary CX point of contact to Product/Value stream leadership, serving as a hands-on consultant to ensure journey insights precede delivery requirementsHelp Product Managers translate CX trends and internal insights into roadmaps, hypotheses, and success metricsTrain and coach Product Managers and Product Owners on journey mapping and monitor adherence to CX operating model and standardsPartner cross-functionally across Business, Technology, Marketing, and Data; coach teams to work consumer-firstUse VOC, research, and intelligence to drive decisions; socialize insights through storytelling and insight briefingsTrack outcomes and report ROI for targeted journeys and initiativesAct as a CX advocate within the organization, promoting a culture of continuous improvement and customer focus.Qualifications3-5 years in CX, Product, Experience Design, or Strategy within Agile environmentsProven ability to manage adherence to standards and governance mechanismsAdept at cross-functional stakeholder alignmentComfortable spanning business, technology, and CX; can simplify complexity and inspire actionFamiliarity with CX and Agile frameworks, tools, and platformsLocationThis role is hybrid with 3 days a week in our Bethlehem PA, Holmdel NJ, or Hudson Yards NY locationSalary Range:$99,150.00 - $162,885.00The 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.Our PromiseAt Guardian, you'll have the support and flexibility to achieve your professional and personal goals. Through skill-building, leadership development and philanthropic opportunities, we provide opportunities to build communities and grow your career, surrounded by diverse colleagues with high ethical standards.Equal Employment OpportunityGuardian is an equal opportunity employer. All qualified applicants will be considered for employment without regard to age, race, color, creed, religion, sex, affectional or sexual orientation, national origin, ancestry, marital status, disability, military or veteran status, or any other classification protected by applicable law.AccommodationsGuardian is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. Guardian also provides reasonable accommodations to qualified job applicants (and employees) to accommodate the individual's known limitations related to pregnancy, childbirth, or related medical conditions, unless doing so would create an undue hardship. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact MyHR@glic.com. Please note: this resource is for accommodation requests only. For all other inquires related to your application and careers at Guardian, refer to the Guardian Careers site.Visa SponsorshipGuardian is not currently or in the foreseeable future sponsoring employment visas. In order to be a successful applicant. you must be legally authorized to work in the United States, without the need for employer sponsorship.Current Guardian Colleagues: Please apply through the internal Jobs Hub in Workday.