Remote CX Strategy Leader for Enterprise Transformation

Voya Financial; Boston (MA); On-site; USD 150,000 - 198,000; Full time

Benefits offered by this job

Health, dental, vision, and life

401(k) with company match

Tuition reimbursement

Paid time off and holidays

Volunteer time

Job summary

Voya Financial is hiring a CX Strategist to define and drive customer and experience strategy for a major line of business. You will partner with business leaders to translate goals into measurable initiatives and collaborate on enterprise transformation programs.

The role is remote with periodic onsite collaboration near Voya offices. The position requires 10+ years in CX-related fields and deep expertise in CX methodologies and measurement.

Qualifications

• Bachelor's degree required.
• 10+ years of experience in customer experience, experience strategy, business transformation, consulting, or related fields with a demonstrated track record of delivering measurable customer and business outcomes.
• Expert knowledge of customer experience methodologies and frameworks, including customer journey mapping, service design, persona development, VOC programs, customer research, and CX measurement.
• Strong experience applying human‑centered design principles to solve complex business challenges and shape future‑state customer experiences.
• Advanced facilitation skills, including experience leading design thinking, journey mapping, experience strategy, co‑creation, and prioritization workshops.

Responsibilities

• Own the end-to-end customer experience strategy for a key line of business, ensuring alignment with business objectives, enterprise priorities, and customer needs.
• Develop, lead, and continuously evolve multi‑year experience roadmaps that translate business objectives into customer‑centered initiatives and measurable outcomes.
• Partner with business and transformation leaders to define future‑state customer experiences and identify opportunities to simplify, modernize, and differentiate key customer journeys.
• Drive prioritization, sequencing, and execution of CX initiatives by balancing business value, customer impact, feasibility, and strategic learning.
• Lead experience strategy and design thinking workshops that help cross‑functional teams envision future‑state experiences, identify opportunities, prioritize investments, and align on strategic direction.
• Champion the voice of the customer by incorporating insights from VOC programs, customer research, behavioral science, analytics, and market trends into strategic planning and decision-making.
• Build alignment across business units, technology, product, marketing, operations, and transformation teams to ensure initiatives are integrated, scalable, and sustainable.
• Define, monitor, and communicate strategic KPIs and customer performance indicators (CPIs) to drive accountability and transparency for customer experience outcomes.
• Present experience strategies, future‑state concepts, recommendations, and business cases to senior leadership to influence decisions and secure support for key initiatives.
• Lead cross‑functional teams and influence stakeholders to deliver strategic initiatives and customer‑centered outcomes.
• Promote a customer‑first mindset across business planning, operational processes, and organizational culture.

Skills

CX strategy

Facilitation

Executive communication

Stakeholder management

Design thinking

Education

Bachelor's degree

Job description

Voya Financial is hiring a CX Strategist to define and drive customer and experience strategy for a major line of business. You will partner with business leaders to translate goals into measurable initiatives and collaborate on enterprise transformation programs.

The role is remote with periodic onsite collaboration near Voya offices. The position requires 10+ years in CX-related fields and deep expertise in CX methodologies and measurement.