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Experience Program Lead

2 months ago

Bethlehem, United States Guardian Life Insurance Company Full time

As an Experience Program Lead, you will educate, support, and collaborate with business stakeholders in the “customer journey” creation, assessment, and improvement processes. You will lead current and future state experience journey mapping workshops to identify and address opportunities for our business customers. You will partner in the creation of personas and inspire teams to design innovative, inclusive, and contemporary experiences that consider and include next-best actions (NBAs) throughout.

You Are

You are a self-starter who can manage end-to-end program execution with partners across various levels and areas of the organization. You thrive on collaboration and take pride in getting initiatives over the finish line. You can see the big picture and distill it into the steps required to bring it to life while modeling a consumer-centric approach to all initiatives. You are comfortable autonomously making decisions, steering the conversation, and offering recommendations based on standards. You are committed to driving Guardian's transformation to becoming a consumer-first company and are dedicated to ensuring our consumers have a voice in every discussion.

You Have
- Journey and/or process mapping/documentation experience (preferred)
- Microsoft Office products and PowerPoint specifically expertise
- Demonstrated success partnering with stakeholders to implement and complete initiatives
- Program management skills and experience
- Working knowledge of the insurance industry, and Guardian products (preferred)
- The ability to influence without authority, coordinate group collaboration and hold colleagues accountable for deliverables
- Excellent organizational and communication skills
- The ability to lead and execute with mínimal supervision
- The capacity to multi-task and lead various key initiatives simultaneously

You Will
- Lead business stakeholders in the customer journey mapping processes
- Support administrative and operational needs of the Consumer Advocacy Team
- Bring together Guardian teams around a common goal
- Guide solutions throughout processes that include next-best actions
- Govern consumer experience initiatives to best practice standards
- Work closely with team members to implement real consumer feedback

Salary Range

$76,050.00 - $124,935.00

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.

Health Care- Choice of [high deductible/copay] medical plans* with prescription drugs, including coverage for fertility and transgender inclusive benefits- Dental plan- Vision plan- Health care accounts - flexible spending, health reimbursement, and health savings accounts- Critical illness insurance

Life and Disability Insurance- Company-paid Life and Disability insurance plus voluntary supplemental coverage- Accident insurance

Retirement and Financial- 401(k) retirement plan with a company match, plus an annual age/service-based Company contribution and an annual profit-sharing contribution, if applicable- Complimentary 1:1 financial guidance with a licensed Fidelity representative

Time Off and Remote Work- Flexible work arrangements (part in-person/part remote)- Unlimited paid time off for most roles plus time off for volunteering, jury duty, voting, and bereavement- Personal holidays for colleagues to use in recognition of religious, cultural, or civic days- Paid parental leave and paid family and medical leave policies

Emotional Well-being and Work-Life- Emotional well-being, mental health, and work/life resources powered by Spring Health- Wellness programs, including fitness program and equipment reimbursement- Child, adult, and elder back-up care support through Bright Horizons- Adoption assistance- College planning- Tuition reimbursement- Student loan assistance- Commuter benefits in select metropolitan areas

Equity & Inclusion

Opportunities to build inclusive and meaningful connections through involvement in colleague-led affinity groups:
- Employee Resource Groups:
- Colleague Connection Committees- Community Involvement Committees

A culture that encourages colleagues to bring their authentic selves to work- Voluntary self-ID- Pronunciation and phonetic spelling of names

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 classifi

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