Head of Experience Strategy (Hybrid)

Role Overview 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 partners closely with Product, Service, Operations, Distribution, Marketing, Consumer Experience & Advocacy, and Data & Technology leaders to identify key stakeholder interactions across life, disability, annuity, and wealth and to redesign the experience Guardian delivers. The Head of Experience Strategy reports to the Head of Innovation and Experience Strategy, part of the Business Operations and Experience organization in FPRS. Responsibilities Define the FPRS customer experience vision and strategy across stakeholders, including advisor experience, client experience, and internal user experience. Establish a framework to identify points of friction and dislocation across the value chain and product portfolio and focus on enhancements. 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, automation, 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). Qualifications 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 and adapt to changing priorities. Ability to lead while adapting to ambiguity and complexity. Strong executive presence and public speaking skills, including presentation to senior leadership and field stakeholders. Proficient in visual communication tools like PowerPoint. Capable of working independently and being self‑motivated. Salary Salary Range: $152,290.00 – $250,195.00 (good‑faith estimate of base pay for the primary location of the position). The salary will be determined based on the candidate’s education, experience, knowledge, and abilities. In addition, the role may be eligible for annual, sales, or other incentive compensation. Benefits Benefits apply to full‑time eligible employees. Explore our company benefits at Equal Employment Opportunity Guardian is an equal‑opportunity employer. All qualified applicants will be considered for employment without regard to age, race, color, creed, religion, sex, sexual orientation, national origin, ancestry, marital status, disability, military or veteran status, or any other classification protected by applicable law. Accommodations Guardian 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 View email address on click.appcast.io. Visa Sponsorship Guardian is not currently sponsoring employment visas. To be a successful applicant, you must be legally authorized to work in the United States without employer sponsorship. Artificial Intelligence in Recruitment Guardian may use artificial intelligence tools to automate the sorting and filtering of information provided by applicants. This preliminary screening is used to help identify applicant materials that indicate the applicant meets the requirements for the specific job. All hiring decisions will be made by Guardian colleagues, and candidates may opt out of AI tools during the application process. #J-18808-Ljbffr The Guardian Life Insurance Company of America