Customer Experience (CX) Strategist

For our client, we are seeking a Customer Experience (CX) Strategist to join the team of a leader in the Finance & Insurance space. This role will shape the customer experience strategy for a key business line, with a strong emphasis on aligning customer priorities to broader enterprise goals. You will translate business objectives into a multi-year CX roadmap, using customer insights and performance data to guide prioritization, execution, and measurable impact. The position also requires close partnership with cross-functional stakeholders and executive leaders to build alignment, secure support, and drive sustained improvement across the customer journey. Location: Remote - US based candidates only, no visa sponsorship available Compensation: $149,820 – $198,370 annually Responsibilities Own and drive the customer experience strategy for a key business line, aligning with enterprise goals Develop and evolve a multi-year CX roadmap, translating business objectives into customer initiatives Drive prioritization and execution of CX initiatives, ensuring accountability for business value and impact Champion the voice of the customer by integrating insights from research and analytics into strategic planning Lead cross-functional teams across business units to ensure integrated and sustainable CX initiatives Define, track, and report on CX performance metrics, ensuring transparency and accountability Present CX strategy and progress to executive leadership, influencing key decisions and securing support Qualifications 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 Strong communication and analytical capabilities, including ethnographic research and user story translation Advanced skills in visual design, storytelling, and human-centered experience design Proficient in facilitating workshops and driving creative alignment in large teams Ability to influence senior leaders and guide teams without direct authority; experience in cross-functional alignment In-depth knowledge of CX measurement frameworks and VOC programs, with a focus on financial services Benefits Health, dental, vision, and life insurance plans 401(k) savings plan with up to 6% company matching contributions Employer-paid cash balance retirement plan Tuition reimbursement of up to $5,250 per year 20 days of paid time off plus nine paid company holidays and a flexible Diversity Celebration Day 40 hours of paid volunteer time per calendar year Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.