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Innovating Stakeholder Engagement: Addressing Customer Needs Holistically

Achieving excellence in customer service is central to our mission at Voya and at the heart of everything we do.  In an effort to best position our company — and each of our ongoing businesses — to deliver greater value to our customers, we launched Voya’s Strategic Relationship Management (SRM) group and the Customer Solution group in 2015. Designed to better leverage our company-wide relationships with key customers and strategic partners, and to innovate and deliver new products, services and tools, respectively, these two groups are poised to meet the unique and changing needs of our customers.

The SRM team is positioning Voya for growth in the marketplace and strengthening our relationships with existing and future customers. Our goal is to understand our clients’ needs so well that we can anticipate what they will request and prepare innovative solutions ahead.

“Part of bringing our ‘One Voya’ vision to life includes speaking with one voice,” said Martin Smit, head of SRM. “As we talk with clients and partners, the SRM group is looking to identify opportunities and share client feedback about their needs and challenges back across all three of our businesses. This will let us — as One Voya— determine what additional Voya products and solutions might be a good fit for clients. Working in collaboration with SRM is Voya’s Customer Solutions Group, which was recently formed to develop holistic solutions and deliver cross-business unit products to Voya customers.”

“By leveraging analytics and consumer research, our Customer Solutions Group has a clear understanding of the voice of the customer,” said James Nichols, head of Customer Solutions Group. “We are able to work with the SRM team and others to innovate and deliver new products, services and tools to meet the unique and changing needs of our customers.”