Remote CX Strategist — Roadmaps & Transformation Leader

Voya Financial; Hartford (CT); On-site; USD 150,000 - 198,000; Full time

Job summary

Voya Financial is seeking a CX Strategist to define and drive customer and experience strategy for a major line of business. As the primary CX partner to business leaders, this role translates goals, customer needs, and market opportunities into actionable, measurable strategies while shaping enterprise transformation.

This role is remote; however, candidates must be located within commutable proximity to a Voya office to support periodic onsite collaboration.

Qualifications

• Bachelor's degree in a relevant field.
• 10+ years in customer experience, experience strategy, or related fields with measurable outcomes.
• Expert knowledge of CX methodologies, journey mapping, VOC programs, and CX measurement.
• Experience leading design thinking, workshops, and cross-functional collaboration.
• Experience in employee benefits, health insurance, or insurance industry.
• Strong executive communication and stakeholder management.

Responsibilities

• Own end-to-end customer experience strategy for a key line of business.
• Develop multi-year experience roadmaps translating objectives into customer initiatives.
• Define future-state experiences and identify opportunities to differentiate journeys.
• Balance business value, customer impact, feasibility, and learning to drive CX initiatives.
• Lead workshops to envision future-state experiences and align on direction.
• Incorporate VOC insights, customer research, and analytics into planning.
• Define and monitor strategic KPIs and CPIs to drive accountability.
• Present recommendations and business cases to senior leadership.

Skills

CX strategy

Stakeholder influence

Facilitation

Design thinking

Executive communication

Education

Bachelor's degree

Tools

Journey mapping

Service design

Persona development

Job description

Voya Financial is seeking a CX Strategist to define and drive customer and experience strategy for a major line of business. As the primary CX partner to business leaders, this role translates goals, customer needs, and market opportunities into actionable, measurable strategies while shaping enterprise transformation.

This role is remote; however, candidates must be located within commutable proximity to a Voya office to support periodic onsite collaboration.