AVP, Head of Strategy, Portfolio & CX

Job Description:

Providing for loved ones, planning rewarding retirements, saving enough for whatever lies ahead - our policyholders count on us to be there when it matters most. It's a big ask, but it's one that we have the power to deliver when we work together. We collaborate and innovate - pushing one another to transform not just Pacific Life, but the entire industry for the better.

Why? Because it's the right thing to do. Pacific Life is more than a job, it's a career with purpose. It's a career where you have the support, balance, and resources to make a positive impact on the future - including your own.

We’re actively seeking a talented Head of CX, Strategy and Portfolio to join our Group Employee Benefits Strategy, Delivery & Shared Services team in Newport Beach, CA, Omaha, NE, or Charlotte, NC. This role follows a hybrid schedule of four days in the office (on-site). If you are not currently located near one of our offices, we offer comprehensive relocation assistance.

• Define and evolve the Group Employee Benefits customer experience strategy
• Oversee customer and market research, integrating findings into strategy and portfolio recommendations
• Own customer experience measurement and the operationalization of insights
• Champion innovation and next-gen technologies to unlock scalable growth, reduce cycle time, and improve customer and employee experience

• Own and evolve our Group Employee Benefits’ strategic planning process and cadence, ensuring alignment with Enterprise strategic planning
• Develop, execute, and monitor integrated business strategies to achieve short-term and long-term organizational goals
• Oversee the development and management of Group Employee Benefits’ multi-year strategy roadmap; monitor trajectory to long term strategic aspirations and, as appropriate, recommend what adjustments need to be made
• Maintain awareness of market research and analysis to identify strategic opportunities and risks, and translate external trends into relevant internal actions
• Build intelligence processes that can scale across the organization
• Oversee development of Group Employee Benefits’ strategic narrative, including but not limited to Quarterly Strategic Views, board meetings, etc.
• Act as the Strategy leader for Group Employee Benefits in Enterprise Community of Practice, providing thought leadership and participation as needed in joint strategy efforts such as AI

• Own the end-to-end portfolio management lifecycle – intake, assessment, prioritization, sequencing, resource/capacity alignment, execution governance, dependency management, and benefits realization/value tracking
• Establish and maintain portfolio governance practices and operating rhythms that enable clear decisions (start/stop/pivot), transparency, and accountability across cross-functional leaders and teams
• Serve as the Portfolio leader for Enterprise cross-portfolio planning and quarterly alignment

• 10+ years of leadership experience across CX, strategy, and portfolio management (or consulting) within financial services, insurance, or adjacent industries
• Ability to translate vision into actionable plans, roadmaps, and measurable outcomes – balancing stakeholder needs, capacity, risk, and value
• Proven success improving end-to-end customer journeys and experience standards, with measurement that informs prioritization and demonstrates impact
• Deep experience operating portfolio governance in complex, cross-functional environments
• Strong business and financial acumen – able to frame trade-offs, quantify value, manage budgets, and drive disciplined decisions
• Demonstrated change leadership and comfort leading through ambiguity
• Exceptional communication, facilitation, and influence skills – able to align senior stakeholders and drive clear outcomes and accountability
• High judgment, integrity, and discretion; trusted to steward company resources and manage risk appropriately
• Bachelor’s degree in business, finance, analytics, design, or a related field (or equivalent experience)

• Group Employee Benefits experience
• Facilitative…