Head of Voice of Customer Program

Guardian Life Insurance•New York, NY

About The Position

The Head of Enterprise Voice of the Customer Program is a senior people leader responsible for leading and scaling Guardian’s 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 translates priorities into actionable, journey level customer insights that enable partners to make more customer led decisions that drive growth, retention, and operational performance. The leader is accountable for VOC program delivery, insight synthesis, closed loop feedback, and experience measurement, while building a high performing team and strong partnerships across the enterprise.

Requirements

10+ years of experience in customer experience, research, insights, or strategy roles, with demonstrated people leadership.
Experience leading or scaling enterprise or multiline VOC, research, or insights programs.
Strong understanding of product centric and 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 leading high performing, multidisciplinary teams.

Nice To Haves

Experience working within a Center of Excellence or similar operating model to drive consistent VOC standards while enabling business level adoption.
Background in financial services, insurance, or other complex, regulated environments.
Experience with enterprise VOC, journey, research, and experience measurement platforms, with a track record of turning insights into clear, actionable business recommendations.
Strong executive communication and insight storytelling capabilities.

Responsibilities

Lead execution of Guardian’s enterprise VoC strategy, ensuring alignment to strategic priorities including retention, sales and operating income goals.
Define how VoC inputs—quantitative, qualitative, and behavioral—are consistently applied to inform product, portfolio, and journey decisions across business areas.
Operationalize experience measurement practices that connect VoC insights to business outcomes such as retention, ease, satisfaction, and value realization.
Serve as a senior leader leading adoption of VoC standards, tools, and methods in alignment with best practices.
Lead translation of customer feedback into clear, prioritized insights and recommendations that inform product, journey, and experience decisions.
Synthesize VoC, research, journey insights, and brand health data into cohesive, decision ready storytelling.
Advance VOC from descriptive to predictive insight by leveraging analytics to identify emerging risks, opportunities, and experience drivers.
Lead, develop, and inspire a team of VoC and insight professionals, modeling Guardian leadership behaviors.
Influence through expertise, credibility, and collaboration to align teams around shared customer and business outcomes.
Think enterprise minded while remaining focused on practical execution and delivery.
Lead within established operating models and contribute to their evolution through execution led insight.
Drive clarity, momentum, and consistency through teams and partners.
Champion Guardian’s commitment to customer led growth.

Benefits

At 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.
As part of Guardian’s Purpose – to inspire well-being – we are committed to offering contemporary, supportive, flexible, and inclusive benefits and resources to our colleagues.
Explore our company benefits at www.guardianlife.com/careers/corporate/benefits.
Benefits apply to full-time eligible employees.

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