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

By Business Wire On Apr 6, 2022

Voya Financial, Inc., announced that it has hired Jessica Saperstein for the position of chief customer experience officer.

“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.”

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.