Hiring: Customer Experience (CX) Strategist Company: Voya Financial Location: Hartford, CT Job Posted Time: 2026-09-10 13:43:46 Employment Type: Part-time / Remote Target Skills & Keywords : Embedded Systems About the job Experience: •10+ years of experience in customer experience, experience strategy, business transformation, consulting, or related fields with a demonstrated track record of delivering measurable customer and business outcomes. •Expert knowledge of customer experience methodologies and frameworks, including customer journey mapping, service design, persona development, VOC programs, customer research, and CX measurement. •Demonstrated experience conducting qualitative and ethnographic research, synthesizing insights, developing customer narratives, and translating findings into strategic business recommendations. •Strong experience applying human-centered design principles to solve complex business challenges and shape future-state customer experiences. •Advanced facilitation skills, including experience leading design thinking, journey mapping, experience strategy, co-creation, and prioritization workshops. Required Skills: •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. •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. Qualifications: •Bachelor's degree required. Compensation: •Health, dental, vision and life insurance plans Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!