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Director, UX Strategy at Guardian Life Insruance

Posted in General Business 30+ days ago.

This job brought to you by eQuest

Type: Full-Time
Location: Bethlehem, Pennsylvania

Job Description:

Position Objective

How does a company like Guardian Life Insurance get to be over 150 years old, while still staying relevant today? The answer lies in maintaining a strong set of values while keeping our clients' needs primary in everything we do. As a mutual insurance company, we are owned by our policyholders. Our sole responsibility is to our clients and policyholders, not shareholders, and that is reflected in everything we do.

The most important work at Guardian Group Insurance today is to become a customer centric organization. Our customers' needs and expectations are evolving and providing exceptional experience through a digital channel is becoming a mandate for our business and the organization. We are undertaking an aggressive digital transformation and expanding our digital presence, which builds on the success of the current on-line service offerings of . Our goal is to create a highly personalized real time digital experiences which will allow our customers get all or almost all done on-line.

Position Responsibilities

Major Opportunities and Decisions

This is a newly created role and will require a great deal of ingenuity, agility, and perseverance. You will be working with multiple internal partners, so you must enjoy collaborative team effort and a fast paced environment. This role will work at the intersection of Business Strategy and User Experience Design. You will be responsible for partnering with key business stakeholders to understand the business goals, customer insights, user needs and competitive landscape to define online solutions that can deliver highly engaging user experiences focused on achieving desired business objectives. You will be formulating an overall user experience strategy and developing a vision for the end-to end digital experiences which will then be developed into actual solutions using SAFe Agile method. You will be a critical stakeholder in Guardian's digital transformation efforts. You must possess high levels of energy and enthusiasm and be comfortable solving problems while considering multiple points of view.

Principal Accountabilities

Connect Business Goals to Digital Strategy

Understand the overall business objectives and plans and how Digital Products can support them and enhance them. This will be accomplished by creating a UX Road-map with prioritization and long and short-term implementation plans for introducing new digital features and capabilities that align with our business road-maps and other business priorities. You will seek and tee up the most impactful user experience innovation, which has the potential to create the highest degree of differentiation in how we deliver service to our customers.

Assimilate User Insights

  • Develop deep understanding of the distinct portal users by continuously evaluating their habits and behaviors during every service journey and interaction (on and off line).

  • Know what the user wants in the digital service experience and be able to envision and describe what it means within our Guardian digital presence.

  • Using quantitative and qualitative customer research, web analytics and usability testing, create a deep understanding of the customer journey: unmet needs, stress, delight, failure, confusion, duplication, lack of ownership of the customer.

  • Continuously evaluate current site functionality and identify opportunities for improvements that lead to greater utilization and customer self-service.

  • Establish an on-going listening mechanism to incorporate user feedback.

  • Advocate user needs in every project touching the customer to "keep the customer whole" and create a positive and cohesive user experience.

  • Act as a customer advocate and facilitate strategic, customer-centric decision making about digital customer experience.

  • Collaborate with Digital Process Engineering Team, UX Team, Brand Team, IT and other customer facing teams to elevate the digital customer experience.

Digital Product Ideation

  • Lead innovation and ideation efforts focused on creating new digital opportunities, which will position Guardian as an undisputed leader in group benefits supported by digital products and processes.

  • Source and deliver e-commerce best practices, functionality trends, digital product and tools that exceed user expectations and reduce the need to use other service channels.

  • Provide insights and define the opportunity space for digital investment that translates into exponential value for the organization and the customer.

  • Create a detailed vision for the digital products and capabilities we need to develop to achieve an exceptional digital user experience.

  • Lead a collaborative effort to develop a road-map for addressing service functionality on each user portal.

  • Help translate a business goal for the group insurance customer into a user story board, user flows and ultimately end-to-end experiences.

Reporting Relationships

The Director, UX Strategy reports to the Second Vice President Enrollment & e-Business, Worksite Markets who reports to the Vice President, Customer Experience and Digital Lead.

Candidate Qualifications

Functional Skills

  • Approaches work with highly entrepreneurial spirit and attitude.

  • Envisions user stories and scenarios to determine what and how it might work on-line.

  • Works successfully and effectively at both strategic and tactical execution levels.

  • Ability to interpret data, draw conclusions and proactively identify areas for improvements.

  • Ability to work in a highly collaborative environment to influence multiple stakeholders with diverse points of view.

  • Strong project management skills including ability to manage multiple efforts at the same time, help teams prioritize effectively and meet deadlines with the highest sense of urgency, and the ability to deal with project collisions or intersections to maximize resources and efforts.

  • Thrives in a fast paced environment, is nimble and results oriented, takes calculated risks to constantly innovate and design for the user, and builds for sustainability and scale. Constantly reusing and improving user experience.

  • Strong communications skills and executive presence, with the ability to present ideas and concepts in a clear and concise manner to diverse audiences including the executive team.

Leadership Behavior

  • Continuously strives to provide superior products and customer service.

  • Expresses oneself in an open and honest manner.

  • Demonstrates self-awareness and embraces feedback.

Position Qualifications


  • Minimum 8-10 years of progressive e-business experience including responsibility for end-to-end portal leadership, strategy, and day to day management.

  • Prior responsibility for managing major e-commerce or transactional service portal in a high trafficked, KPI grounded, consumer driven business.

  • Experienced in managing on-line strategy efforts which led to increased market share or utilization of the channel.

  • Experienced in design thinking, user journey mapping, persona development, usability testing, UX design conception techniques.

  • Experienced in identifying marketplace forces, consumer preferences and digital trends and translating them into road-maps and new business models.

  • Team leadership experience.

  • Project creation and management at an expert level.

  • Technology experience: Familiarity with web technologies, web page design/layout/transactional navigation, and website performance measurement tools.

Bachelor's Degree in Business or Marketing required. MBA preferred.


Bethlehem, PA, New York, NY, Holmdel NJ with remote/work from home flexibility within driving distance of these three offices.


Availability to travel between our Bethlehem PA, New York NY and Holmdel NJ offices on a day's notice.


  • Medical, dental, vision, and prescription plans with no wait period
  • Competitive salary
  • 401k
  • Attractive Paid Time Off (PTO)
  • Life and disability insurance
  • Tuition assistance program
  • Wellness discounts
Work-Life Balance

We recognize the importance of a work life balance. We promote healthy lifestyles and a variety of shift schedules for our employees.

Philanthropic Opportunities

Social responsibility is part of our mission. It stems from our corporate values of putting people first, doing the right thing, and holding ourselves to high standards. As a company and as employees, we are engaged in a variety of initiatives such as volunteering within our local communities, educational alliances with colleges, focusing on sustainability, and promoting diversity and inclusion.

Company Overview

Every day, Guardian gives 26 million Americans the security they deserve through our insurance and wealth management products and services. Since our founding in 1860, our long-term view has helped our customers prepare for whatever life brings whether starting a family, planning for the future or taking care of employees. Today, we're a Fortune 250 mutual company and a leading provider of life, disability and other benefits for individuals, at the workplace and through government sponsored programs. The Guardian community of ~9000 employees and our network of over 2750 financial representatives is committed to serving with expertise when, where and how our clients need us. Our commitments rest on a strong financial foundation, which at year-end 2017 included $8.0 billion in capital and $1.6 billion in operating income. For more information, please visit or follow us on Facebook, LinkedIn , Twitter and YouTube .

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.

Guardian® is a registered trademark of the Guardian Life Insurance Company of America. Guardian2018