CX Strategist - Retirement Services

Together we fight for everyone’s opportunity for a better financial future.

We will do this together — with customers, partners and colleagues. We will fight for others, not against:
We will stand up for and champion everyone’s access to opportunities. The status quo is not good enough … we believe every individual and every community deserves access to financial opportunities. We are determined to support both individuals and communities in reaching a better financial future. We know that reaching this future depends on our actions today.

Like our Purpose Statement, Voya believes in being bold and committed to action. We are committed to a work environment where the differences that we are born with — and those we acquire throughout our lives — are understood, valued and intentionally pursued. We believe that our employees own our culture and have a responsibility to foster an environment where we all feel comfortable bringing our whole selves to work.

Purposefully bringing our differences together to positively influence our culture, serve our clients and enrich our communities is essential to our vision.

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Customer Experience (CX) Strategist – Retirement

The CX Strategist is a senior‑level leader responsible for owning and driving the customer experience strategy for a major line of business. Acting as the primary CX partner to senior business stakeholders, this individual transforms business goals into actionable, measurable CX strategies. While not a people manager, the CX Strategist leads cross‑functional teams of CX Directors and Consultants, ensuring strategic alignment, executional excellence, and delivery of meaningful customer and business outcomes.

• Own the end‑to‑end CX strategy for a key line of business, ensuring it aligns with enterprise priorities and delivers measurable impact.
• Develop, lead, and continuously evolve a multi‑year CX roadmap that translates business objectives into customer‑centric initiatives.
• Drive the prioritization, sequencing, and execution of CX initiatives, holding teams accountable for delivering business value and customer impact.
• Champion the voice of the customer by embedding insights from VOC programs, analytics, and market research into strategic planning and decision‑making.
• Lead cross‑functional alignment across business units, technology, marketing, and operations to ensure CX initiatives are integrated, scalable, and sustainable.
• Define, track, and report on strategic KPIs and customer performance indicators (CPIs), ensuring transparency and accountability for CX outcomes.
• Present CX strategy, progress, and results to executive leadership, influencing decisions and securing support for key initiatives.
• Direct and empower CX Directors and Consultants to execute roadmap initiatives with clarity, consistency, and strategic focus.
• Embed a customer‑first mindset into business planning, operational processes, and organizational culture.

• 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 help put the customer first – e.g. customer journey mapping, persona development, primary customer research, CX metrics.
• Demonstrated effective communication and analytical skills, experience conducting ethnographic research including conducting interviews, synthesize insights, communicate user stories and translate into business terms which provide competitive advantage.
• Adept with advanced visual design, storytelling and human centered experience design.
• Workshop facilitation skills to drive agenda in large groups of people, facilitate creative thinking to develop innovative solutions and drive alignment.
• Demonstrated ability to lead without authority, influence senior leaders, and drive cross‑functional alignment.
• Strong strategic thinking, business acumen, and executive communication skills.
• Deep expertise in CX measurement frameworks, VOC programs, and roadmap development.
• Experi…