Job details
Job type full-time
Full job description
As part of the application process, a candidate account is required to log in and view application(s)Please be sure to check email regularly for information regarding our employment process.
Important security alert: please be aware that voya financial will never ask you to join a google hangout, request you to purchase your own equipment, or pay to applyKeep your information secure when communicating with employers onlineFor more information on how to protect yourself and where you should report these scams, see our security section.
Profile description:
A holistic customer experience strategy across all customer touch-points
Documents customer journey mapping and value stream across all customer touch-points, ensuring responsible individuals understand the definition of customer success at each point
Acts as ‘customer owner’ on all projects, ensuring voc is represented and we are driving to the design thinking nexus, as well as ensuring customer needs are met across the value stream
Compilation, creation, and analysis, and synthesis of customer data and actions in order to support successful outcomes for the market leadership, customer solution, cross voya enterprise initiatives, and product teams.
Input to initiative and action prioritization based upon customer strategy and knowledge
Partner with all functional areas to deliver customer insights
Drive customer innovation with new ideas, improved processes and user interactions to ensure the customer experience is continuously improving.
Supports rfi / rfp input and review from customer perspective
Customer sme testing on any customer solution changes
Knowledge & experience:
5-8 years of direct customer value stream responsibility
Created and executed upon customer strategic identification and activities
Sophisticated analytical skills
Ability to lead, providing vision, purpose and direction, without direct authority
Advanced verbal, written, and presentation communication skills with a proven ability to distill complex concepts to essential messaging.
This role is not eligible to be performed remotely from alaska, colorado or mississippi.
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.
