VP Digital Solutions in Windsor, CT at Voya

Date Posted: 8/30/2018

Job Snapshot

  • Employee Type:
  • Location:
    1 Orange Way
    Windsor, CT
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

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Profile Summary

Lead the vision, strategy, and execution of the end-to-end customer experience journey.   Responsible for delivery of final product to meet financial and business targets set in conjunction with business leadership.  Drive work of multiple internal and vendor partner teams during execution, rollout, and ongoing maintenance of digital customer offering.

Profile Description

This job profile is intended to be relatively generic and may be used across the organization.  Responsibilities that are attributed only to one incumbent should not be listed unless they are so significant that they create a new position.

Lead the vision, strategy, and execution of the end-to-end digital customer experience. Build and manage the digital roadmap for Retirement; Oversight over execution of project portfolio Improve the quality of customer interactions by leveraging emerging technologies to create the digital experiences. Lead customer experience strategic initiatives in support of Retirement and represent Retirement on enterprise digital initiatives Work in extreme partnership and collaboration with business unit leads Responsible for all aspects of delivery including working with design, technology, marketing, and service teams Represent digital offering with clients and prospects as needed Ongoing analysis of opportunities/data to enhance usage, effectiveness and quality of the customer experience through digital platforms.  Provide leadership to a small team of customer experience analysts who are dedicated to the digital customer experience and relevant projects Design, implement, optimize and be able to articulate the overall Customer Experience strategy for Retirement Business and Voya. Creates our Customer Experience strategy to include defining and optimizing the customer lifecycle, defining our specific customer groups, driving Customer Experience activities and outcomes, measuring the effectiveness of Customer Experience improvement activities, building and leading a high-performing Customer Experience team, and enhancing the effectiveness and efficiency of said activities through technology. Given the digital space’s rapidly changing landscape, identifies and leverages new trends, behaviors and technologies to drive improved processes and outcomes. Ability to handle fast-paced environment, managing multiple projects and delivering a consistent track record of meeting deadlines. Broad, creative, & innovating thinking with the ability to gather extensive amounts of information and synthesize them in concise reports, presentations & deliverables. Actively participates in Retirement business team that will drive the overall business strategy and approach. Bolsters the Customer Culture within the organization, with emphasis on  customer-focused digital strategies that impact Customer Experience and Loyalty. Champion team and individual engagement, as well as leadership and personal development.  Energize employees in the business strategy to accelerate the organization.  Leverage employee talents and commitment to build momentum through aligned objectives and impactful marketing scorecards. Plan for internal staffing and external partnering arrangements that align with digital  and customer experience business performance metrics. Create & execute innovative stakeholder communications strategies to educate and inform key constituents and supporters about activities and accomplishments. Other duties and projects as assigned.

Knowledge and Experience

Indicate the education level, previous experience, specific knowledge, skills and abilities required to meet the minimum entry-level requirements for this position.  This may include special skills, licenses, certificates, etc. 

  • Has strong background in managing customer service or back off processing organization. 
  • Strategic/execution focused – ability to develop plans/roadmaps to align with strategy.
  • Experience in Value stream mapping and customer journey mapping
  • In-depth knowledge of Retirement industry and marketing technology, particularly in area of digital
  • and technology solutions.
  • 10+ years Retirement and/or Digital Marketing experience with broad understanding of digital marketing preferred.Experience with multiple digital media platforms and a passion for the digital space and especially emerging Customer Experience ideals and theories.
  • Mastery of best practices in web, mobile, social platforms, with a keen awareness of current industry and domain trends.
  • Analytical thinker with excellent quantitative and superior problem solving skills.
  • Ability to handle fast-paced environment, managing multiple projects and consistent track record of meeting deadlines.
  • Strategic, creative, analytical and financial acumen as well as a strong business intellect and action orientation
  • Manages effectively with vision and purpose, develops organizational capability, demonstrates solid flexibility orientation,  as well as a bias toward effectively navigating continual change management
  • Demonstrated ability to lead and inspire a team, to motivate and gain commitment and trust from direct reports and colleagues, and to ultimately develop a high performing team.  --Hands-on collaborative style of working is essential.
  • Outstanding communication and interpersonal skills, with a demonstrated ability to influence various levels of management, and to work across diverse  business functions and teams that are geographically dispersed.
  • Passionate about Learning, Customer Advocacy and the Customer Experience
  • Entrepreneurial spirit with strong program and project management skills

#CB, #LI-JS1

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.

Learn more about Critical Skills.


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