Head of Voice of Customer Program

Confirmed live in the last 24 hours

Guardian Life

2 Locations

On-site

Posted March 24, 2026

Job Description

Role Summary

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.

Key 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.

Translating signals into predictive insight leaders can act on—at the right level and at the right time

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.

Required Qualifications

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.

Preferred Qualifications

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.

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, 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.

Inspire Well-Being

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. 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 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 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.