Senior CX Strategist: Lead Customer-First Strategy & Roadmap

Voya Financial, Inc.; Minnesota; Hybrid; USD 150,000 - 198,000; Full time

Benefits offered by this job

Health insurance

401(k) plan

Tuition reimbursement

Paid time off

Job summary

Voya Financial, Inc. is seeking a senior CX Strategist to own and drive the customer experience strategy for a major line of business.

This role partners with senior stakeholders, guiding cross-functional teams of CX Directors and Consultants to achieve aligned, measurable customer and business outcomes. The incumbent will lead a multi-year CX roadmap, embed VOC insights, and report KPIs to executives, ensuring a customer-first approach across planning and operations.

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 put the customer first (journey mapping, persona development, primary research, CX metrics).
• Strong communication and analytical skills; experienced in ethnographic research, synthesizing insights, and translating into business terms.

Responsibilities

• Own the end-to-end CX strategy for a key line of business and align with enterprise priorities.
• Develop and evolve a multi-year CX roadmap translating business objectives into customer-centric initiatives.
• Drive prioritization, sequencing, and execution of CX initiatives with measurable value.
• Embed VOC insights, analytics, and market research into planning and decision-making.
• Lead cross-functional alignment across units, technology, marketing, and operations for scalable CX.
• Define, track, and report strategic KPIs and CPIs with transparency for CX outcomes.
• Present CX strategy and results to executives to secure support for initiatives.
• Empower CX Directors and Consultants to execute roadmap initiatives with focus and clarity.
• Instill a customer-first mindset in business planning and operations.

Skills

CX strategy

Stakeholder management

Executive communication

Ethnographic research

Visual design

Workshop facilitation

Cross-functional alignment

CX metrics

Job description

Voya Financial, Inc. is seeking a senior CX Strategist to own and drive the customer experience strategy for a major line of business.

This role partners with senior stakeholders, guiding cross-functional teams of CX Directors and Consultants to achieve aligned, measurable customer and business outcomes. The incumbent will lead a multi-year CX roadmap, embed VOC insights, and report KPIs to executives, ensuring a customer-first approach across planning and operations.