Vice President of Customer Experience, Voya Financial

Nancy Flowers is the Vice President of Customer Experience, responsible for delivering on Voya’s Customer Experience aspirations. She leads a team of directors and consultants focused on optimizing the customer journey for Voya’s key customer segments and overseeing the Voice of the Customer program. Together, they develop and execute strategies that drive customer satisfaction and loyalty. 

Nancy joined Voya in 2023 with over 20 years of experience as a customer strategy leader focused on developing programs that deliver customer, employee, and company value. Her professional designations include the Certified Customer Experience (CCXP) credential, Net Promoter® Certification, and Associate in Insurance (AINS®). She was awarded a CX Impact Award by the CXPA in 2014 and, along with her team, the CX of M Best Practices Award in 2020. Her work has been featured in the books Do B2B Better and The Membership Economy. 

Nancy is a graduate of McDaniel College in Westminster, Maryland, and holds a Bachelor of Arts in Communications.