Customer Experience; CX) Strategist

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.

The CX Strategist is a strategic advisor and partner responsible for defining and driving customer and experience strategy for a major line of business. Acting as the primary CX partner to business leaders, this individual translates business goals, customer needs, and market opportunities into actionable, measurable experience strategies. In addition to leading line-of-business CX strategy, this role serves as a key partner on enterprise transformation initiatives, helping shape future-state experiences, identify opportunities for differentiation and growth, and ensure customer needs are embedded into strategic decision‑making.

This position combines customer experience strategy, human‑centered design, facilitation, and business transformation expertise to deliver meaningful customer and business outcomes.

This role is remote; however, candidates must be located within commutable proximity to one of our Voya offices to support periodic onsite collaboration.

• 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…