Vice President of Customer Experience Strategy and Design, Voya Financial

Nancy Flowers is Vice President of Customer Experience Strategy and Design at Voya Financial, where she leads the integration of CX and Human Centered Design to shape experience strategy, design, and decision-making across the enterprise. She oversees teams focused on end-to-end journey strategy, experience design, and translating customer insights into meaningful outcomes for both customers and the business.

Nancy joined Voya in 2023 with more than 20 years of experience as a customer strategy leader. In 2026, she received Voya’s Leading with Purpose Award for sponsoring Money in Motion, a cross-functional initiative focused on removing customer friction, reducing cost to serve, and improving customer satisfaction during a critical moment that matters.

She holds the Certified Customer Experience Professional (CCXP) designation, Net Promoter® Certification, and the Associate in General Insurance (AINS®). Her work has been recognized by the CXPA and featured in Do B2B Better and The Membership Economy. Nancy holds a BA in Communications from McDaniel College.