Remote CX Strategy Lead - Financial Services

Voya Financial; Minneapolis (MN); On-site; USD 150,000 - 198,000; Full time

Benefits offered by this job

Health insurance

401(k) matching

Tuition reimbursement

Paid time off

Volunteer time

Job summary

Voya Financial is seeking a seasoned CX Strategist to define and drive customer experience strategy for a major line of business. You will partner with business leaders, translate goals into measurable initiatives, and influence enterprise transformation.

This remote role requires strong facilitation, VOC expertise, and experience guiding cross-functional teams to deliver customer-focused outcomes and growth.

Qualifications

• Bachelor's degree in a related field.
• 10+ years in customer experience or related strategy fields.
• Expert knowledge of CX methodologies and measurement.

Responsibilities

• Own end-to-end CX strategy for a key line of business.
• Develop and evolve multi-year experience roadmaps with measurable outcomes.
• Partner with leaders to define future-state customer experiences.
• Balance value, feasibility, and learning in CX initiatives.
• Lead workshops to envision future experiences and align direction.
• Champion the voice of the customer using VOC data and research.
• Align across business units to ensure scalable initiatives.
• Define, monitor, and report KPIs and customer performance indicators.
• Present strategies and business cases to senior leadership.
• Lead cross-functional teams to deliver customer-centered outcomes.
• Promote a customer-first mindset across planning and operations.

Skills

CX strategy

Stakeholder influence

Facilitation

Journey mapping

VOC programs

Data-driven decision making

Executive communication

Cross-functional leadership

Education

Bachelor's degree

Job description

Voya Financial is seeking a seasoned CX Strategist to define and drive customer experience strategy for a major line of business. You will partner with business leaders, translate goals into measurable initiatives, and influence enterprise transformation.

This remote role requires strong facilitation, VOC expertise, and experience guiding cross-functional teams to deliver customer-focused outcomes and growth.