Strategist, CX

CX Strategist

Are you passionate about Customer Experience (CX)? As a CX Strategist, you'll provide strategic leadership in shaping customer experiences and translating vision into tangible business goals and capabilities. You'll collaborate across teams to understand customer needs, uncover opportunities, and design experiences that improve satisfaction and business outcomes. Our team is dedicated to understanding the customer journey through multiple data sources across audiences, channels, and key moments of truth. We deliver actionable insights that enhance customer interactions and measure success through customer experience, financial, and operational metrics.

Key Responsibilities

• Project & stakeholder management : Lead end-to-end projects that maximize efficiency and results; identify hidden problems and develop plans to address them. Design customer experiences across touchpoints and facilitate clearly defined events.
• Interpret customer needs : Gather, analyze, interpret, and synthesize data from diverse sources (internal data, service calls, field interviews, external market data, macro trends).
• Communicate customer needs : Act as the voice of the customer, crafting compelling arguments that represent both program and user goals in conversations, documents, and presentations.
• Advance the CX discipline : Develop and deliver CX frameworks, standards, training, and tools that enable research, journey mapping, human-centered design, and execution. Demonstrate ROI through improved retention, sales, and customer satisfaction.

Who You Are

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 purpose-led firm driven by our mission to make financial security accessible to all. With over 140 years of trust, integrity, and customer focus, we continue to lead with innovation and impact.

Our Team Culture

We are a highly collaborative and innovative team focused on developing solutions that transform how customers interact with our businessputting customer insights, design thinking, and journey mapping at the center of every experience we create.

Location

This position will be in our corporate headquarters in Des Moines, Iowa, and will benefit from a hybrid work arrangement with three days a 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) $86450 - $102000 / 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 don't 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.

Investment Code of Ethics

For Principal Asset Management positions, you'll 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.

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.