Job Title

Role Summary + The Head of Enterprise Voice of the Customer Program is a senior people leader responsible for leading and scaling Guardianu2019s enterprise Voice of the Customer (VoC) capabilities across Group Benefits, FP&R Solutions, and Client Solutions & Wealth Management. + Sitting within Consumer Experience & Advocacy (CXA), this role translatespriorities into actionable,journey levelcustomer insights that enable partners to make morecustomer leddecisions that drive growth, retention, and operational performance. + The leader is accountable forVOCprogram delivery, insight synthesis,closed loopfeedback, and experience measurement, while building ahigh performingteam and strong partnerships across the enterprise. Key Responsibilities + Lead execution of Guardianu2019s enterpriseVoCstrategy, ensuring alignment tostrategicpriorities includingretention,salesand operating income goals. + Define howVoCinputsu2014quantitative, qualitative, and behavioralu2014are consistently applied to inform product, portfolio, and journey decisions acrossbusiness areas. + Operationalize experience measurement practices that connectVoCinsights to business outcomes such as retention, ease, satisfaction, and value realization. + Serve as a senior leader leading adoption ofVoCstandards, tools, and methods in alignment withbest practices. + Lead translation of customer feedback into clear, prioritized insights and recommendations that inform product, journey, and experience decisions. + SynthesizeVoC, research, journey insights, and brand health data into cohesive,decision readystorytelling. + Advance VOC from descriptive to predictive insight byleveraginganalytics toidentifyemerging risks, opportunities, and experience drivers. + Translating signals into predictive insight leaders can act onu2014at the right level and at the right time + Lead, develop, and inspire a team ofVoCand insight professionals, modeling Guardian leadership behaviors. + Influence throughexpertise, credibility, and collaboration to align teams around shared customer and business outcomes. + Thinkenterprise mindedwhileremainingfocused on practical execution and delivery. + Lead within established operating models and contribute to their evolution throughexecution ledinsight. + Drive clarity, momentum, and consistency through teams and partners. + Champion Guardianu2019s commitment tocustomerledgrowth. Required Qualifications + 10+years of experience in customer experience, research, insights, or strategy roles, withdemonstratedpeopleleadership. + Experience leading or scaling enterprise or multiline VOC, research, or insights programs. + Strong understanding ofproductcentricand agile delivery environments (e.g., BTOM, value streams). + Demonstrated ability to translate customer insights into actionable recommendations tied to business outcomes. + Proven experience developing and leadinghigh performing, multidisciplinary teams. _Preferred Qualifications_ + Experience working within a Center of Excellence orsimilaroperating model to drive consistent VOC standards while enablingbusiness leveladoption. + Background in financial services, insurance, or other complex, regulated environments. + Experience with enterprise VOC, journey, research, andexperience measurementplatforms, witha track recordof turning insights into clear, actionable business recommendations. + Strong executive communication and insight storytelling capabilities. Salary Range: $126,910.00 - $208,495.00 The 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 Promise At Guardian, youu2019ll 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. Inspire Well-Being As part of Guardianu2019s Purpose u2013 to inspire well-being u2013 we are committed to offering contemporary, supportive, flexible, and inclusive benefits and resources to our colleagues. Explore our company benefits at . _Benefits apply to full-time eligible employees. Interns are not eligible for most Company benefits._ 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, affectional or 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 . 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 Sponsorship Guardian 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. Every day, Guardian helps our 29 million customers realize their dreams through a range of insurance and financial products and services. Our Purpose, to inspire well-being, guides our dedication to the colleagues, consumers, and communities we serve. We know that people count, and we go above and beyond to prepare them for the life they want to live, focusing on their overall well-being u2014 mind, body, and wallet. As one of the largest mutual insurance companies, we put our customers first. Behind every bright future is a GuardianTM. Learn more about Guardian at . Visa Sponsorship: Guardian Life 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.