Customer Advocacy Manager - Journey Mapping at Guardian

Posted in General Business 9 days ago.

Type: Full-Time
Location: New York, New York





Job Description:

Position Summary

The Customer Advocacy Manager is principally responsible for leading journey mapping sessions, managing our growing persona library, and facilitating workshops to help inform Guardian business strategy and decision-making across the enterprise.


  • Lead and facilitate productive journey meetings and workshops

  • Lead and manage persona creation leveraged for journey mapping, marketing campaigns, go-to-market strategy, and product development.

  • Act as a change advocate partnering with colleagues for strategical planning to leverage best practices and identify improvements needed and solutions.

  • Manage DIY journey mapping/persona tools and provide consultative services for colleagues to utilize them.

  • Provide thought leadership for customer advocacy and experience with the goal of accelerating the transition from being a business-centric organization to a consumer-centric organization.


You are

As a Customer Advocacy Manager, you thrive on collaborating with others to understand, ideate, and design customer journeys to influence strategy. You have outstanding facilitation, organizational, planning, and presentation skills to lead productive meetings and workshops. You can work through data and analysis to be able to create personas that enable better strategic and tactical decision-making for our business partners. You are a change advocate and will be dedicated to ensuring our customers always have a voice in every discussion, meeting, and decision.

You will


  • Lead and facilitate productive journey meetings and workshops

  • Lead and manage persona creation leveraged for journey mapping, marketing campaigns, go-to-market strategy, and product development

  • Act as a change advocate partnering with colleagues for strategical planning to leverage best practices and identify improvements needed and solutions

  • Manage DIY journey mapping/persona tools and provide consultative services for colleagues to utilize them.

  • Provide thought leadership for customer advocacy and experience with the goal of accelerating the transition from being a business-centric organization to a consumer-centric organization

  • Develop strong business partner relationships - add value by learning about the industry, Guardian's business, market trends, competitive environment


Location

  • NY, NJ, PA, MA, or CT

  • Up to 10% travel within US.

You have

  • Education: Bachelor's degree in marketing, business administration, process improvement, experience design or a related field.

  • Experience facilitating cross-functional process improvement projects.

  • Expert knowledge of experience mapping.

  • Skills:

    • Outstanding facilitation, organizational, planning, and presentation skills to lead productive meetings and workshops

    • Strong people skills and collaborative approach that will align well with Guardian core values

    • Ability to provide consultative services to guide and coach business partners in leveraging DIY journey mapping tools and persona templates.

    • Proficient PowerPoint skills

    • Thought leadership for customer advocacy and experience with the goal of driving action and results

    • Strong storytelling skills and thought leadership with experience presenting to various audience types.

    • Critical thinking skills, ability to define problems, establish facts and draw conclusions.




Our promise
  • 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

We offer

  • Meaningful and challenging work opportunities to accelerate innovation in a secure and compliant way.

  • Competitive compensation package.

  • Excellent medical, dental, supplemental health, life and vision coverage for you and your dependents with no wait period.

  • Life and disability insurance.

  • A great 401(k) with company match.

  • Tuition assistance, paid parental leave and backup family care.

  • Dynamic, modern work environments that promote collaboration and creativity to develop and empower talent.

  • Flexible time off, dress code, and work location policies to balance your work and life in the ways that suit you best.

  • Employee Resource Groups that advocate for inclusion and diversity in all that we do.

  • Social responsibility in all aspects of our work. We volunteer within our local communities, create educational alliances with colleges, drive a variety of initiatives in sustainability.


About Guardian

Guardian has been helping people protect their futures and secure their lives for 160 years. Every day, we serve approximately 29 million people through a range of insurance and financial products. We help people and their families pursue financial security and well-being in life, health, and wealth. We help companies take care of their employees. And we help people recover and thrive after unexpected loss.

From our founding in 1860, when a community of immigrants joined together to insure and protect their businesses and families, doing the right thing for our policyholders and customers has guided everything we do. Our dedication to customers has helped us remain one of the most highly rated in client satisfaction and financial strength. And as one of the largest mutual insurance companies, we know what matters most: putting the needs of our customers first. Because everyone deserves a Guardian. Learn more about Guardian at www.GuardianLife.com.

© Copyright 2021 The Guardian Life Insurance Company of America, New York, NY

#GuardianSales

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.





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