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Jobs · Business Development · Iowa

Senior Strategist, CX

Principal Financial Group · Des Moines, IA · Yesterday
On-siteBusiness Development$130k/yrFull-time

About the role

We're seeking a Senior CX Strategist to shape the future of our customer experience across Benefits & Protection. This role partners closely with operations and servicing teams to deliver best-in-class experiences.

Responsibilities

  • Shape Customer Experience Strategy

  • Lead initiatives that improve end-to-end customer experiences across digital, human-assisted, and operational channels.

  • Translate customer experience vision into actionable strategies, roadmaps, and measurable business outcomes.

  • Facilitate journey mapping and experience design activities to identify opportunities for improvement.

  • Turn Insights into Action

  • Analyze customer, employee, operational, and market data to uncover trends, root causes, and opportunities.

  • Develop actionable recommendations that improve customer outcomes and business performance.

  • Advance Customer-Centric Practices

  • Celebrate customer-focused thinking, journey management, and human-centered design across the organization.

Requirements

  • Bachelor's degree or equivalent experience.
  • 6+ years of experience in customer experience, customer insights, strategy, consulting, service design, user experience, process improvement, or a related field.
  • Experience leading complex, cross-functional initiatives and influencing stakeholders at multiple organizational levels.
  • Strong analytical and problem-solving skills with the ability to translate insights into strategic recommendations.
  • Exceptional communication, facilitation, and presentation skills.
  • Demonstrated ability to balance customer needs, employee experiences, and business objectives.
  • Proven ability to build trust, establish credibility, and drive results in a highly collaborative environment.

Preferred Qualifications

  • Experience with customer experience platforms and journey management tools such as Qualtrics, TheyDo, or similar solutions.
  • Familiarity with human-centered design, service design, journey mapping, and experience measurement methodologies.
  • Experience working in financial services, insurance, healthcare, or other highly regulated industries.
  • Knowledge of CX metrics, Voice of Customer programs, customer research, and behavioral analytics.

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