Voya Financial hires Jessica Saperstein to lead its Customer Experience Center of Excellence

Rhea-AI Summary

Voya Financial (NYSE: VOYA) has appointed Jessica Saperstein as its new chief customer experience officer, effective April 4. Saperstein is tasked with leading a team to enhance Voya's long-term customer experience strategy by collaborating with various departments including Health Solutions and Wealth Solutions. With over 20 years of industry experience, she previously headed marketing and customer experience at Novartis Pharmaceuticals. Voya aims to improve customer outcomes through a unified experience across its services.

Positive

• Appointment of Jessica Saperstein as chief customer experience officer brings extensive experience in customer experience and innovation.
• Focus on enhancing customer experience may lead to improved engagement and retention.

Negative

• Potential continuity concerns as a new leader is brought in; changes in leadership can disrupt existing strategies.

WINDSOR, Conn.--(BUSINESS WIRE)-- Voya Financial, Inc. (NYSE: VOYA), announced today that it has hired Jessica Saperstein for the position of chief customer experience officer.

In this role, Saperstein will lead a team responsible for creating and executing a long-term customer experience (CX) plan to ensure that Voya’s customer touchpoints create engaging and memorable experiences. To do this, Saperstein will collaborate with customer- and user-experience leaders across Voya’s organization — including Health Solutions, Wealth Solutions and Investment Management teams — to build upon Voya’s current solutions to help drive best practices in creating greater integration of the customer experience across the organization.

Saperstein will be based out of Voya’s New York office in a hybrid-working model. She will report to Vice Chairman and Chief Growth Officer Charlie Nelson, effective April 4.

“At Voya, our customer-centric approach is centered on delivering health, wealth and investment solutions through the workplace. By working to expand and connect more value-added workplace benefits, we believe we can drive improved customer outcomes and value through a unified experience for our customers when, how and where they want,” added Nelson. “Jessica’s extensive knowledge and experience across customer experience and innovation provide an extremely well-rounded perspective to Voya. With a successful track record managing high-performing teams, I am excited for Jessica to lead our team and to help deliver customer experiences that help provide greater outcomes.”

Most recently, Saperstein was head of marketing and customer experience for Novartis Pharmaceuticals where she was responsible for innovation, digital transformation, and agile marketing program delivery and optimization. With more than 20 years of industry experience, Saperstein’s background includes extensive work across marketing, digital transformation and global business and corporate strategy. Previously, Saperstein served as head of Global Strategy at Avis Budget Group, and has also held roles leading strategy, business development and customer experience at ADP. In addition, Saperstein has held positions within consumer research, innovation, and strategy consulting, advising Fortune 500 clients on strategic issues related to growth, new product development and brand strategy.

“This is an exciting time to be joining the Voya team to further Voya’s customer experience strategy and build on the team’s momentum,” added Saperstein. “I am passionate about fueling Voya’s growth and creating opportunities to better serve the firm’s customers and improve outcomes across all touch points.”

Saperstein holds bachelor’s degrees in economics and in communications from the University of Pennsylvania (Wharton) and an MBA from Columbia Business School.

As an industry leader focused on the delivery of health, wealth and investment solutions to and through the workplace, Voya Financial is committed to delivering on its mission to make a secure financial future possible for all Americans — one person, one family, one institution at a time.

About Voya Financial^®
Voya Financial, Inc. (NYSE: VOYA), is a leading health, wealth and investment company that provides products, solutions and technologies that help Americans become well planned, well invested and well protected. Serving the needs of 14.3 million individual, workplace and institutional clients, Voya is a Fortune 500 company that had $4.2 billion in revenue in 2021 and $739 billion in total assets under management and administration as of Dec. 31, 2021. Certified as a “Great Place to Work” by the Great Place to Work® Institute, Voya is purpose-driven and is equally committed to conducting business in a way that is socially, environmentally, economically and ethically responsible. Voya has earned recognition as: one of the World’s Most Ethical Companies® by the Ethisphere Institute; a member of the Bloomberg Gender-Equality Index; and a “Best Place to Work for Disability Inclusion” on the Disability Equality Index. For more information, visit voya.com. Follow Voya Financial on Facebook, LinkedIn and Twitter @Voya.

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View source version on businesswire.com: https://www.businesswire.com/news/home/20220405005228/en/

Media:

Laura Maulucci

Voya Financial

P: (508) 353-6913

Laura.Maulucci@voya.com

Source: Voya Financial, Inc.

FAQ

Who is the new chief customer experience officer of Voya Financial?

Jessica Saperstein has been appointed as the new chief customer experience officer of Voya Financial.

What experience does Jessica Saperstein bring to Voya Financial?

Jessica Saperstein has over 20 years of industry experience, including previous roles at Novartis Pharmaceuticals and Avis Budget Group.

When did Jessica Saperstein join Voya Financial?

Jessica Saperstein joined Voya Financial effective April 4.

What is the goal of Jessica Saperstein's role at Voya Financial?

Her goal is to enhance the long-term customer experience strategy and improve customer outcomes across Voya's services.

How does Voya plan to improve customer experience?

Voya aims to create a more unified customer experience by collaborating across its Health Solutions, Wealth Solutions, and Investment Management teams.