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.

Are you ready to join a company with a strong purpose and a winning culture? Start your Voyage – Apply Now

Get to Know the Opportunity:

The VP Customer Experience is responsible for delivering on Voya’s CX aspiration and reports directly to the Chief Customer Experience Officer. Provide leadership and strategic guidance to integrate an end-to-end understanding of customer insights, pain points and opportunities across all product and service journeys for Voya. Drive business and customer outcomes from Customer Experience initiatives in collaboration with business owners. Apply expertise in CX tools and methodologies to maximize growth and effectiveness. Serve as a customer advocate within Voya, partnering with go to market and operations teams to deliver on a customer-first approach and culture within the business.

The Contributions You’ll Make:

Lead a team of experienced directors and consultants accountable for developing and updating the Customer Experience Strategy for each of Voya’s key customer groups (employers, employees, intermediaries, institutions) across channels, touchpoints and Voya offerings
Defines and prioritizes Customer Experience investments to deliver growth and improve customer outcomes
Assesses customer wants, needs, behaviors, and expectations using quantitative methods (such as surveys or web analytics) and qualitative methods (such as interviews or ethnography
Define the approach to build customer personas and understand customer journeys across all touchpoints to identify customer experience opportunities
Develop and deploy strategies, action plans and playbooks to improve the customer experience, increase customer retention and enable growth
Collaborate with product, marketing, sales and operations teams develop and advance experience/product/service innovations and growth opportunities based on customer input
Develops and tracks business cases and impacts associated with CX enhancements.
Educate business areas on CX tools / processes and build CX capability within Voya

Preferred Knowledge & Experience:

15 plus years of related business experience; ideal background could include customer experience, marketing, strategy, consulting and/or operations
5 plus years of proven experience delivering customer experience transformations that deliver growth and improved customer outcomes
Creativity and outside-the-box thinking to sense industry trends impacting employees, employers and financial institutions and intermediaries
Excellent written and verbal communication skills; ability to present to all levels of the organization including C-Suite executives
Experience developing and deploying digital offerings and engagements
Proven experience developing and mentoring a diverse, high performing team
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, design thinking
Adept at market and industry analysis and ability to draw actionable insights from data
Experience with financial analysis and prioritizing initiatives based on business value
Strong facilitation skills to drive agenda in large groups of people and apply creative thinking to develop innovative solutions and drive alignment
Familiarity with CX Measurement platforms like Qualtrics and Medallia; understanding/ experience with customer satisfaction metrics, Net Promoter System
Undergraduate degree required; ideally with a background in psychology, business, marketing, strategy. Masters degree optional

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Compensation Pay Disclosure:

Voya is committed to pay that’s fair and equitable, which means comparable pay for comparable roles and responsibilities.

The below annual base salary range reflects the expected hiring range(s) for this position in the location(s) listed. In addition to base salary, Voya offers incentive opportunities (i.e., annual cash incentives, sales incentives, and/or long-term incentives) based on the role to reward the achievement of annual performance objectives. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Voya Financial is willing to pay at the time of this posting.

Actual compensation offered may vary from the posted salary range based upon the candidate’s geographic location, work experience, education, licensure requirements and/or skill level and will be finalized at the time of offer. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

$182,660 - $228,320 USD

Be Well. Stay Well.

Voya provides the resources that can make a difference in your lives. To us, this means thriving physically, financially, socially and emotionally. Voya benefits are designed to help you do just that. That’s why we offer an array of plans, programs, tools and resources with one goal in mind: To help you and your family be well and stay well.

What We Offer

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

Critical Skills

At Voya, we have identified the following critical skills which are key to success in our culture:

Customer Focused: Passionate drive to delight our customers and offer unique solutions that deliver on their expectations.
Critical Thinking: Thoughtful process of analyzing data and problem solving data to reach a well-reasoned solution.
Team Mentality: Partnering effectively to drive our culture and execute on our common goals.
Business Acumen: Appreciation and understanding of the financial services industry in order to make sound business decisions.
Learning Agility: Openness to new ways of thinking and acquiring new skills to retain a competitive advantage.

Equal Employment Opportunity

Voya Financial is an equal-opportunity employer. Voya Financial provides equal opportunity to qualified individuals regardless of race, color, sex, national origin, citizenship status, religion, age, disability, veteran status, creed, marital status, sexual orientation, gender identity, genetic information, or any other status protected by state or local law.

Reasonable Accommodations

We are committed to maintaining a diverse workforce. This commitment governs all decisions related to employment, including selection, development and compensation. It also includes an employee’s request for reasonable accommodation. All employees will be treated in a manner free from discrimination or harassment. Voya is committed to providing equal employment opportunities for persons with disabilities, including reasonable accommodation when needed.