Customer Research Jobs in Minnesota (NOW HIRING)

Get to Know the Opportunity:

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.

The Contributions You'll Make:

• 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 influence stakeholders to deliver strategic initiatives and customer-centered outcomes.
• Promote a customer-first mindset across business planning, operational processes, and organizational culture.

Minimum Knowledge & Experience:

• Bachelor's degree required.
• 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.
• Demonstrated experience supporting large-scale business, digital, or enterprise transformation initiatives.
• Proven ability to lead without direct authority, influence senior leaders, and drive alignment across complex stakeholder groups.
• Strong strategic thinking, business acumen, storytelling, and executive communication skills.
• Experience developing experience visions, transformation roadmaps, and strategic recommendations that connect customer needs with business priorities and capability investments.
• Deep expertise in CX measurement frameworks, VOC programs, customer insight generation, and roadmap development.
• Experience within the employee benefits, health insurance, healthcare, or insurance industry.

Preferred Knowledge & Experience:

• Experience identifying opportunities for customer experience differentiation, innovation, and growth within highly regulated industries.
• Experience partnering across multiple functions, including business, technology, product, operations, and marketing, to deliver enterprise-wide customer experience strategies.

How This Role Aligns to Our Core Four:

At Voya, our Core Four guide how we work, collaborate, and deliver value. In this role, you will support those expectations by championing customer-centered strategy, driving transformation, influencing stakeholders, and delivering measurable business results.

• Instill Customer Obsession - Advocate for customer needs by leveraging research, VOC insights, analytics, and journey-based thinking to shape experience strategies and improve customer outcomes.
• Transform with Automation/AI - Utilize data, analytics, automation, AI, and emerging technologies to identify insights, improve decision-making, and modernize customer experiences.
• Drive Higher Performance Through Our People - Foster alignment across business, technology, product, marketing, and operations teams to build shared ownership and execute strategic priorities.
• Execute on the Fundamentals - Establish clear measures of success, prioritize initiatives effectively, and deliver scalable, sustainable customer experience improvements that support business objectives.

#LI-KD1