Customer Experience (CX) Strategist

Job description

Together we fight for everyone’s opportunity for a better financial future. We will do this together — with customers, partners and colleagues. We will fight for others, not against: We will stand up for and champion everyone’s access to opportunities. The status quo is not good enough … we believe every individual and every community deserves access to financial opportunities. We are determined to support both individuals and communities in reaching a better financial future. We know that reaching this future depends on our actions today. Like our Purpose Statement, Voya believes in being bold and committed to action. We are committed to a work environment where the differences that we are born with — and those we acquire throughout our lives — are understood, valued and intentionally pursued. We believe that our employees own our culture and have a responsibility to foster an environment where we all feel comfortable bringing our whole selves to work. Purposefully bringing our differences together to positively influence our culture, serve our clients and enrich our communities is essential to our vision. Are you ready to join a company with a strong purpose and a winning culture? Start your Voyage – Apply Now Position Summary The CX Strategist is a senior-level leader responsible for owning and driving the customer experience strategy for a major line of business. Acting as the primary CX partner to senior business stakeholders, this individual transforms business goals into actionable, measurable CX strategies. While not a people manager, the CX Strategist leads cross-functional teams of CX Directors and Consultants, ensuring strategic alignment, executional excellence, and delivery of meaningful customer and business outcomes. Key Responsibilities Own the end-to-end CX strategy for a key line of business, ensuring it aligns with enterprise priorities and delivers measurable impact. Develop, lead, and continuously evolve a multi-year CX roadmap that translates business objectives into customer-centric initiatives. Drive the prioritization, sequencing, and execution of CX initiatives, holding teams accountable for delivering business value and customer impact. Champion the voice of the customer by embedding insights from VOC programs, analytics, and market research into strategic planning and decision-making. Lead cross-functional alignment across business units, technology, marketing, and operations to ensure CX initiatives are integrated, scalable, and sustainable. Define, track, and report on strategic KPIs and customer performance indicators (CPIs), ensuring transparency and accountability for CX outcomes. Present CX strategy, progress, and results to executive leadership, influencing decisions and securing support for key initiatives. Direct and empower CX Directors and Consultants to execute roadmap initiatives with clarity, consistency, and strategic focus. Embed a customer-first mindset into business planning, operational processes, and organizational culture. Qualifications 10+ years of experience in customer experience, strategy, or business transformation, with a proven track record of delivering measurable results. Expert knowledge of CX methodologies and frameworks that help put the customer first – e.g. customer journey mapping, persona development, primary customer research, CX metrics Demonstrated effective communication and analytical skills, experience conducting ethnographic research including conducting interviews, synthesize insights, communicate user stories and translate into business terms which provide competitive advantage Adept with advanced visual design, storytelling and human centered experience design Workshop facilitation skills to drive agenda in large groups of people, facilitate creative thinking to develop innovative solutions and drive alignment Demonstrated ability to lead without authority, influence senior leaders, and tdrive cross-functional alignment. Strong strategic thinking, business acumen, and executive communication skills. Deep expertise in CX measurement frameworks, VOC programs, and roadmap development. Experience in financial services industry Experience with retail distribution in financial services industry preferred #LI-KD1 Compensation Pay Disclosure: Voya is committed to pay that’s fair and equitable, which means comparable pay for comparable roles and responsibilities. The below annual base salary range reflects the expected hiring range(s) for this position in the location(s) listed. In addition to base salary, Voya offers incentive opportunities (i.e., annual cash incentives, sales incentives, and/or long-term incentives) based on the role to reward the achievement of annual performance objectives. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Voya Financial is willing to pay at the time of this posting. Actual compensation offered may vary from the posted salary range based upon the candidate’s geographic location, work experience, education, licensure requirements and/or skill level and will be finalized at the time of offer. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked. $149,820 - $198,370 USD Be Well. Stay Well. Voya provides the resources that can make a difference in your lives. To us, this means thriving physically, financially, socially and emotionally. Voya benefits are designed to help you do just that. That’s why we offer an array of plans, programs, tools and resources with one goal in mind: To help you and your family be well and stay well. What We Offer Health, dental, vision and life insurance plans 401(k) Savings plan – with generous company matching contributions (up to 6%) Voya Retirement Plan – employer paid cash balance retirement plan (4%) Tuition reimbursement up to $5,250/year Paid time off – including 20 days paid time off, nine paid company holidays and a flexible Diversity Celebration Day. Paid volunteer time — 40 hours per calendar year Learn more about Voya benefits (download PDF) Critical Skills At Voya, we have identified the following critical skills which are key to success in our culture: Customer Focused : Passionate drive to delight our customers and offer unique solutions that deliver on their expectations. Critical Thinking : Thoughtful process of analyzing data and problem solving data to reach a well-reasoned solution. Team Mentality : Partnering effectively to drive our culture and execute on our common goals. Business Acumen : Appreciation and understanding of the financial services industry in order to make sound business decisions. Learning Agility : Openness to new ways of thinking and acquiring new skills to retain a competitive advantage. Learn more about Critical Skills Equal Employment Opportunity Voya Financial is an equal-opportunity employer. Voya Financial provides equal opportunity to qualified individuals regardless of race, color, sex, national origin, citizenship status, religion, age, disability, veteran status, creed, marital status, sexual orientation, gender identity, genetic information, or any other status protected by state or local law. Reasonable Accommodations Voya is committed to the inclusion of all qualified individuals. As part of this commitment, Voya will ensure that persons with disabilities are provided reasonable accommodations. 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 reference resources for applicants with disabilities . Misuse of Voya's name in fraud schemes