Remote Strategic CX Architect for Growth & Transformation

godirect; United States; On-site; USD 120,000 - 180,000; Full time

Job summary

Voya is seeking a seasoned CX Strategist to lead customer experience strategy for a major line of business. You will partner with business and transformation leaders to translate goals into future-state customer journeys and measurable outcomes.

You will drive the development of multi-year roadmaps, facilitate design-thinking workshops, and align cross-functional teams. A focus on VOC, research insights, and human-centered design will shape strategic decisions and growth.

Qualifications

• Bachelor's degree required.
• 10+ years in customer experience, strategy, transformation or related fields with measurable outcomes.
• Expert knowledge of CX methodologies: journey mapping, service design, persona development, VOC, CX measurement.
• Experience conducting qualitative/ethnographic research and translating insights into strategy.
• Strong human-centered design application to solve business challenges.
• Advanced facilitation including design thinking, journey mapping and experience strategy.

Responsibilities

• Own end-to-end customer experience strategy for a key line of business.
• Develop multi-year experience roadmaps translating objectives into initiatives with measurable outcomes.
• Define future-state experiences with cross-functional teams to differentiate journeys.
• Prioritize, sequence, and execute CX initiatives balancing value, impact and feasibility.
• Lead workshops to envision future-state experiences and align strategic direction.
• Incorporate VOC, customer research, analytics, and market trends into planning.
• Build cross-organizational alignment to ensure scalable, sustainable initiatives.
• Define and monitor KPIs and CPIs to drive accountability for UX outcomes.
• Present strategies and business cases to senior leadership to secure support.
• Lead cross-functional delivery of customer-centered initiatives.
• Promote a customer-first mindset in planning and operations.

Skills

CX strategy

Experience design

Workshop facilitation

Stakeholder management

Data-driven decisions

Education

Bachelor's degree

Job description

Voya is seeking a seasoned CX Strategist to lead customer experience strategy for a major line of business. You will partner with business and transformation leaders to translate goals into future-state customer journeys and measurable outcomes.

You will drive the development of multi-year roadmaps, facilitate design-thinking workshops, and align cross-functional teams. A focus on VOC, research insights, and human-centered design will shape strategic decisions and growth.