Head of Organizational Effectiveness and Enablement, Group Insurance

Every single day, we at Guardian are committed to helping our 29 million customers achieve their dreams through a diverse array of insurance and financial products and services. Our Purpose, which is to inspire well-being, is the driving force behind our unwavering dedication to our colleagues, consumers, and the communities we serve. We understand that people are at the heart of everything we do, and we consistently go above and beyond to ensure that they are prepared for the life they aspire to live, with a focus on their overall well-being—mind, body, and wallet. As one of the largest mutual insurance companies, our customers always come first. Behind every bright future stands a Guardian.

As Head of Organizational Effectiveness and Enablement, Group Service you will lead and establish a function responsible for leading and executing all customer service projects including managing subject matter experts as well as strategic initiatives. You will partner with the business and technology leadership to review and prioritize initiatives, develop project plans, create business requirements, and drive successful outcomes on those initiatives. You will assist in leading continuous improvement and change management efforts, driving adoption and increasing effectiveness across Group Service.

You report directly to the Head of Service and Initiatives and will assist in developing the strategy and vision for the Group Benefits Service value-chain. You will work with Group Service leadership and other business partners to understand business and market needs and ensure we are supporting the Group Service Keys to Success, as identified in our target letter.

You will

• Lead service’s generative and agentic A/I strategies, increasing the customer experience and delivering expense savings
• Maintain and improve existing call deflection, self-service, and proactive strategies, increasing adoption and effectiveness
• Provide strategic direction and technical expertise for large scale, complex and critical initiatives across multiple processes
• Provide change management leadership by developing strategies and roll out plans to enable leaders to effectively lead their teams through change
• Champion and lead continuous improvement initiatives across the Group Service organization
• Works with the Head of Finance, Group Claims and Service, and the Head of Workforce Planning to evaluate the financial and operational effects of completed strategies.

In addition, you will install a team structure and champion a culture focused on:

• Insightful strategic thinking
• Embedding data & analytics everywhere
• High-urgency and bias for action
• Execution orientation
• Inspiring change and innovation
• Consumer-centricity

You have

• College degree or equivalent work experience
• 10+ years of work experience in Insurance, focusing on customer outcomes
• 5+ years of leadership experience in driving critical initiatives or transformation within the group insurance industry
• Analytical, decision making and problem-solving skills
• Creativity and thought leadership, comfortable with developing newly enhanced programs and structure, versus maintaining status quo
• Ability to build effective relationships, influence others, and work effectively in a matrixed organization
• Possess proven and effective leadership qualities and skills, with the ability to express and defend ideas and concepts
• Ability to thrive, operate and influence in an environment of change
• Excellent and resourceful relationship manager with the ability to influence and negotiate to desired business outcomes
• Proven leadership skills and management experience with an ability to recruit, develop, inspire, and retain a high performing organization, and effectively deal with various personalities; this should involve a strong track record of continual performance improvement within the team

Location

This is a hybrid position requiring 3 days a week in a Guardian office, preferably Boston, MA or Bethlehem, PA and 2 days working remote. There will be travel as needed.

Salary Range:

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 [email protected].

Current Guardian Colleagues: Please apply through the internal Jobs Hub in Workday.