AVP, Head of Strategy, Portfolio & CX

Head of CX, Strategy and Portfolio – Pacific Life The Head of CX, Strategy and Portfolio is responsible for unifying customer experience (CX) strategy with business strategy and translating both into a prioritized, governed portfolio of initiatives that improve customer outcomes and accelerate profitable growth. This role oversees a team that measures CX, develops business strategy, and manages the portfolio lifecycle. The position collaborates closely with senior management, Finance, product management, and cross‑functional teams to translate CX insights and business strategy into actionable initiatives that drive profitable growth, enable scale, and amplify Group Employee Benefits market differentiation. Responsibilities Define and evolve the Group Employee Benefits customer experience strategy. Oversee customer and market research, integrating findings into strategy and portfolio recommendations. Own customer experience measurement and the operationalization of insights. Champion innovation and next‑generation technologies to unlock scalable growth, reduce cycle time, and improve customer and employee experience. Own and evolve our Group Employee Benefits’ strategic planning process and cadence, ensuring alignment with Enterprise strategic planning. Develop, execute, and monitor integrated business strategies to achieve short‑term and long‑term organizational goals. Oversee the development and management of Group Employee Benefits’ multi‑year strategy roadmap; monitor trajectory to long‑term strategic aspirations and recommend adjustments as appropriate. Maintain awareness of market research and analysis to identify strategic opportunities and risks, translating external trends into relevant internal actions. Build intelligence processes that can scale across the organization. Oversee development of Group Employee Benefits’ strategic narrative, including Quarterly Strategic Views, board meetings, etc. Act as the strategy leader for Group Employee Benefits in the Enterprise Community of Practice, providing thought leadership and participation in joint strategy efforts such as AI Portfolio. Own the end‑to‑end portfolio management lifecycle – intake, assessment, prioritization, sequencing, resource/capacity alignment, execution governance, dependency management, and benefits realization/value tracking. Establish and maintain portfolio governance practices and operating rhythms that enable clear decisions (start/stop/pivot), transparency, and accountability across cross‑functional leaders and teams. Serve as the portfolio leader for Enterprise cross‑portfolio planning and quarterly alignment. Qualifications 10+ years of leadership experience across CX, strategy, and portfolio management (or consulting) within financial services, insurance, or adjacent industries. Ability to translate vision into actionable plans, roadmaps, and measurable outcomes – balancing stakeholder needs, capacity, risk, and value. Proven success improving end‑to‑end customer journeys and experience standards, with measurement that informs prioritization and demonstrates impact. Deep experience operating portfolio governance in complex, cross‑functional environments. Strong business and financial acumen – able to frame trade‑offs, quantify value, manage budgets, and drive disciplined decisions. Demonstrated change leadership and comfort leading through ambiguity. Exceptional communication, facilitation, and influence skills – able to align senior stakeholders and drive clear outcomes and accountability. High judgment, integrity, and discretion; trusted to steward company resources and manage risk appropriately. Bachelor’s degree in business, finance, analytics, design, or a related field (or equivalent experience). Preferred Qualifications Group Employee Benefits experience. Facilitative leader who builds cross‑functional partnerships, clarifies expectations, removes obstacles, and drives outcomes through influence. Strong analytical and storytelling skills – synthesizes qualitative and quantitative inputs into crisp executive narratives that drive fast, high‑quality decisions. Track record building governance and operating systems that drive consistent, measurable improvement. Experience using AI, automation, and analytics to enable scalable growth. Compensation and Benefits Base Salary Range: $190,000 – $225,000. The base pay range represents the company’s good faith minimum and maximum range for this role at the time of posting. The actual compensation offered to a candidate will be dependent upon several factors, including but not limited to experience, qualifications, and geographic location. Most employees are also eligible for additional incentive pay. Prioritization of health and well‑being, including Medical, Dental, Vision, and a Well‑Being Reimbursement Account usable by you or your eligible dependents. Generous paid time off options: Paid Time Off, Holiday Schedules, and Financial Planning Time Off. Paid parental leave and an Adoption Assistance Program. Competitive 401(k) savings plan with company match and an additional contribution regardless of participation. EEO Statement Pacific Life Insurance Company is an Equal Opportunity /Affirmative Action Employer, M/F/D/V. If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability. To request an accommodation, contact a Human Resources Representative at Pacific Life Insurance Company. #J-18808-Ljbffr Pacific Asset Management, LLC