Senior Strategist, CX

What You'll Do Are you passionate about Customer Experience (CX) and eager to shape how thousands of customers interact with a purposeu2011driven 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. Key Responsibilities Strategic Leadership & Program Delivery + Lead complex, multiu2011stakeholder CX initiatives from discovery through delivery, ensuring highu2011quality 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 teamsto optimize frontline and backu2011office experiences, reduce friction, and improve customer outcomes. Insight Development & Customer Understanding + 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. Advocate for the Customer + Serve as the voice of the customeru2014integrating customer needs, program goals, and business priorities into recommendations, artifacts, and strategic presentations. + Communicate clearly and persuasively with senior executives and crossu2011functional partners. Advance CX Excellence + Develop and elevate CX frameworks, standards, training, and tools that enable consistent adoption of CX best practicesu2014including research, journey mapping, and humanu2011centered design. + Demonstrate CX value through measurable improvements in satisfaction, retention, revenue, and operational efficiency. Who You Are + Bacheloru2019s 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 + Growthu2011minded, innovative, and motivated to continuously expand knowledge and impact + Highly adaptable and resilient in the face of change and complexity + Strong analytical, criticalu2011thinking, and problemu2011solving abilities Why Join Us Operating at the intersection of financial services and technology, Principal builds financial tools that help customers live better lives. We are a purposeu2011led firm committed to making financial security accessible to all. With over 140 years of trust, integrity, and customer focus, we continue to lead with innovation and meaningful impact. Our Team Culture We are a collaborative, curious, and forwardu2011thinking team dedicated to transforming how customers engage with our business. We put customer insights, design thinking, and journeyu2011driven strategies at the center of every experience we create partnering closely with operational teams to bring change to life. Location This position is based at our corporate headquarters in Des Moines, Iowa, and offers a hybrid work arrangement with three days per week in the office. Salary Range Information Salary ranges below reflect targeted base salaries. Non-sales positions have the opportunity to participate in a bonus program. Sales positions are eligible for sales incentives, and in some instances a bonus plan, whereby total compensation may far exceed base salary depending on individual performance. Actual compensation for all roles will be based upon geographic location, work experience, education, licensure requirements and/or skill level and will be finalized at the time of offer. Salary Range (Non-Exempt expressed as hourly; Exempt expressed as yearly) $104400 - $123000 / year Time Off Program 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 donu2019t accrue a bank of time off under FTO and there is no set number of days provided. Pension Eligible Yes Work Authorization/Sponsorship At this time, we're not considering applicants that need any type of immigration sponsorship (additional work authorization or permanent work authorization) now or in the future to work in the United States. This includes, but IS NOT LIMITED TO: F1-OPT, F1-CPT, H-1B, TN, L-1, J-1, etc. For additional information around work authorization needs please use the following links. Nonimmigrant Workers ( and Green Card for Employment-Based Immigrants ( Investment Code of Ethics For Principal Asset Management positions, youu2019ll need to follow an Investment Code of Ethics related to personal and business conduct as well as personal trading activities for you and members of your household. These same requirements may also apply to other positions across the organization. Experience Principal At Principal, we value connecting on both a personal and professional level. Together, weu2019re imagining a more purpose-led future for financial services u2013 and that starts with you. Our success depends on the unique experiences, backgrounds, and talents of our employees. And we support our employees the same way we support our customers: with comprehensive, competitive benefit offerings crafted to protect their physical, financial, and social well-being. Check out our careers site ( to learn more about our purpose, values and benefits. Principal is an Equal Opportunity Employer All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. Posting Window We will accept applications for 3 full days following the Original Posting Date, after which the posting may remain open or be removed based upon applications received. If we choose to post the job again, we will accept additional applications for at least 1 full day following the Most Recently Posted Date. Please submit applications in a timely manner as there is no guarantee the posting will be available beyond the applicable deadline. Original Posting Date 3/16/2026 Most Recently Posted Date 3/16/2026

Created: 2026-03-18