Senior Strategist, CX

Principal Financial Group • Des Moines, IA

1d • $104,400 - $123,000 • Hybrid

About The Position

Are you passionate about Customer Experience (CX) and eager to shape how thousands of customers interact with a purpose‑driven financial services organization?
As a Senior CX Strategist, you provide strategic leadership to drive customer experience initiatives by translating vision into measurable business outcomes. You will partner closely with our servicing experiences across digital, phone, and account operations channels to understand customer needs, uncover opportunities, and design experiences that elevate satisfaction, streamline operations, and strengthen customer loyalty.
Our team is dedicated to deeply understanding the customer journey using diverse data sources across audiences, channels, and key moments of truth. We deliver actionable insights that enhance interactions and measure impact through customer experience, financial, and operational metrics.

Requirements

• Bachelor’s degree or equivalent experience
• 6+ years of progressive experience in Customer Experience, Service Design, Journey Management, Experience Strategy, or related fields
• Proven success influencing stakeholders, building credibility, and presenting to senior leaders
• Strong collaboration skills with the ability to build trusted partnerships across business, operations, and technology teams
• Growth‑minded, innovative, and motivated to continuously expand knowledge and impact
• Highly adaptable and resilient in the face of change and complexity
• Strong analytical, critical‑thinking, and problem‑solving abilities

Responsibilities

• Lead complex, multi‑stakeholder CX initiatives from discovery through delivery, ensuring high‑quality outcomes and operational alignment across the enterprise.
• Identify root causes and hidden opportunities, developing strategies that drive meaningful business and customer value.
• Partner with digital, phone, and account operations teams to optimize frontline and back‑office experiences, reduce friction, and improve customer outcomes.
• Gather, analyze, interpret, and synthesize insights from multiple sources including customer data, service calls, operational metrics, field research, competitive intelligence, and macro trends.
• Translate insights into compelling narratives that influence senior leaders and operational partners.
• Serve as the voice of the customer—integrating customer needs, program goals, and business priorities into recommendations, artifacts, and strategic presentations.
• Communicate clearly and persuasively with senior executives and cross‑functional partners.
• Develop and elevate CX frameworks, standards, training, and tools that enable consistent adoption of CX best practices—including research, journey mapping, and human‑centered design.
• Demonstrate CX value through measurable improvements in satisfaction, retention, revenue, and operational efficiency.

Benefits

• Flexible Time Off (FTO) is provided to salaried (exempt) employees and provides the opportunity to take time away from the office with pay for vacation, personal or short-term illness. Employees don’t accrue a bank of time off under FTO and there is no set number of days provided.
• Pension Eligible

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level