Customer Experience Lead

Guardian Life

. Serve as the primary CX point of contact to Product/Value Stream leadership .

Posted 10/13/2026full-timeUnited StatesSenior💰 $99,150 - $162,885 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Customer Experience (CX) management, journey mapping, and data-informed decision-making within Agile environments. Proficient in cross-functional collaboration and operationalizing CX standards to drive continuous improvement and customer focus.

Highest-signal resume keywords

Customer Experience ManagementJourney Mapping ExpertiseData-Informed Decision-MakingSAFe Agile CertificationCross-Functional Stakeholder Alignment

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

CX Standards OperationalizationAgile FrameworksExperience DesignConsumer Experience AnalysisGovernance Mechanisms Management

Soft Skills

Exceptional CommunicationStorytelling SkillsHighly OrganizedDetail-OrientedAbility to Inspire Action

Tools & Technologies

Value Stream Mapping ToolsCX PlatformsAgile ToolsDesign Thinking Frameworks

Certifications & Qualifications

SAFe Agile Certification

Industry Keywords

Customer ExperienceAgile EnvironmentsProduct ManagementContinuous ImprovementUser Experience Best Practices

About the role

Key responsibilities & impact

Serve as the primary CX point of contact to Product/Value Stream leadership
Consult with Product Managers and Value Stream Leaders on journey insights, roadmaps, and recommendations
Translate CX trends and internal insights into roadmaps, hypotheses, objectives, and success metrics
Set and operationalize CX standards
Train and coach Product Managers, Product Owners, and business and product partners on journey mapping and consumer-centered practices
Monitor adherence to the CX operating model and standards
Partner across Business, Technology, Marketing, and Data
Support evaluation and tuning of roadmap strategies based on evolving data, trends, and technologies
Use VOC, research, and intelligence to drive decisions
Socialize insights through storytelling and insight briefings
Track outcomes and report ROI for targeted journeys and initiatives
Promote continuous improvement and customer focus across the organization

Requirements

What you’ll need

3-5 years in CX, Product, Experience Design, or Strategy within Agile environments
Proven ability to manage adherence to standards and governance mechanisms
Adept at cross-functional stakeholder alignment
Comfortable spanning business, technology, and CX; able to simplify complexity and inspire action
Familiarity with CX and Agile frameworks, tools, and platforms
Ability to analyze consumer experiences and identify gaps and improvements
Journey mapping and management expertise
Appreciation for user experience best practices
Data-informed decision-making using VOC, research, and behavioral science
SAFe Agile certification or fluency in value streams and product operating models
Familiarity with Agile and Design Thinking frameworks
Exceptional communication and storytelling skills
Highly organized, detail-oriented, and able to manage multiple priorities
Must be legally authorized to work in the United States without current or future employer sponsorship

Benefits

Comp & perks

Skill-building opportunities
Leadership development
Philanthropic opportunities
Contemporary, supportive, flexible, and inclusive benefits and resources
Benefits for full-time eligible employees