Head of Voice of Customer Program

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 ( V o C ) 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, satisfac...