About this role
The Role at a Glance
We are excited to bring on a CX Journey & Design Lead – Retirement Plan Solutions to join the Workplace Solutions Customer Experience team.
This role is responsible for shaping and improving the end-to-end experiences of retirement plan sponsors, participants, advisors, and internal partners. You will serve as the voice of the customer across key business initiatives, uncovering customer friction, identifying root causes, and designing solutions that simplify complex processes while improving engagement, satisfaction, and business outcomes.
As a Journey & Design Lead, you'll partner closely with Product, Digital, Operations, Service, and Distribution teams to influence strategic priorities, redesign critical customer journeys, and ensure the customer perspective is embedded throughout the delivery lifecycle. This role is ideal for someone who thrives in ambiguity, enjoys solving complex problems, and is passionate about creating experiences that are both customer-centered and business-focused.
What you'll be doing
- Lead end-to-end assessments of participant, plan sponsor, and advisor journeys to identify customer friction, root causes, and experience improvemen