Customer Experience (CX) Strategist

Voya Financial • Boston, MA

3d • $149,820 - $198,370

About The Position

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.

Requirements

• 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 tdrive cross-functional alignment.
• Strong strategic thinking, business acumen, and executive communication skills.
• Deep expertise in CX measurement frameworks, VOC programs, and roadmap development.
• Experience in financial services industry

Nice To Haves

• Experience with retail distribution in financial services industry preferred

Responsibilities

• 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.

Benefits

• Health, dental, vision and life insurance plans
• 401(k) Savings plan – with generous company matching contributions (up to 6%)
• Voya Retirement Plan – employer paid cash balance retirement plan (4%)
• Tuition reimbursement up to $5,250/year
• Paid time off – including 20 days paid time off, nine paid company holidays and a flexible Diversity Celebration Day.
• Paid volunteer time — 40 hours per calendar year

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed