Customer Experience (CX) Strategist

This is a Fully Remote Job
1. About Our Client:
The organization operates within the financial services industry, focusing on expanding access to financial opportunities for individuals and communities. It addresses challenges related to equitable access to financial resources and supports customers, partners, and employees in pursuing better financial futures. The organization emphasizes a diverse and inclusive work environment where differences are valued and leveraged to enhance culture, client service, and community impact.
2. About the Opportunity:
The Customer Experience (CX) Strategist is a senior-level leader responsible for developing and executing the customer experience strategy for a major line of business. This role translates business objectives into actionable and measurable CX initiatives, driving cross-functional collaboration to achieve meaningful customer and business outcomes. The strategist influences senior leadership decisions and fosters a customer-first mindset throughout the organization.
3. Responsibilities:
Own the end-to-end CX strategy for a key business line, aligning with enterprise priorities.
Develop and evolve a multi-year CX roadmap linking business goals to customer-centric initiatives.
Prioritize and oversee execution of CX initiatives to deliver business value and customer impact.
Integrate customer insights from VOC programs, analytics, and research into planning.
Align cross-functional teams across business units, technology, marketing, and operations.
Define and monitor strategic KPIs and customer performance indicators.
Present strategy and results to executive leadership to secure support.
Guide CX Directors and Consultants in executing roadmap initiatives.
Promote a customer-first culture in business planning and operations.
4. Requirements:
Over 10 years of experience in customer experience, strategy, or business transformation with proven results.
Expertise in CX methodologies such as journey mapping, persona development, and CX metrics.
Skilled in ethnographic research, insight synthesis, and translating findings into business terms.
Proficiency in visual design, storytelling, and human-centered experience design.
Experience facilitating workshops to foster innovation and alignment.
Ability to lead without direct authority and influence senior leadership.
Strong strategic thinking, business acumen, and executive communication skills.
Deep knowledge of CX measurement frameworks and VOC programs.
Experience in the financial services industry; retail distribution experience preferred.
5. Pay Range and Compensation Package:
Annual base salary range: $149,820 - $198,370 USD.
Incentive opportunities including annual cash incentives, sales incentives, and/or long-term incentives.
Actual compensation varies based on location, experience, education, and skill level.
6. Benefits & Perks:
Health, dental, vision, and life insurance plans.
401(k) savings plan with up to 6% company matching contributions.
Employer-paid cash balance retirement plan (4%).
Tuition reimbursement up to $5,250 per year.
Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.
Note:
TalentHop is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.

Work arrangement
Yes