Director, Customer Experience

Lincoln Financial Group; Radnor (Delaware County); Hybrid; USD 96,900 - 176,200; Full time

Job summary

Lincoln Financial Group is seeking a Director of Customer Experience to lead the Workplace Solutions Customer Experience team. The role focuses on championing the voice of the customer and shaping experiences that deepen loyalty and differentiate Lincoln in the market.

You will guide opportunities, embed customer needs into decisions, and partner with leaders to translate insights into measurable business value while leveraging emerging technologies, including AI, to improve outcomes.

Qualifications

• 7+ years of experience in customer engagement, relationship, and/or customer experience.
• 3+ years of managerial, supervisory and/or demonstrated leadership experience.
• Strong presentation skills with ability to influence at all levels of management.
• Strategic thinking with ability to translate complex challenges into executable plans and communicate clearly with senior management.
• 4 Year/Bachelor's degree or equivalent work experience (4 years of experience in lieu of Bachelor's).

Responsibilities

• Lead and develop a team of Customer Experience professionals, providing coaching and growth opportunities.
• Define and execute the customer experience strategy and embed customer needs in priorities and decisions.
• Partner with leaders across Product, Operations, Technology, Digital, Marketing, and Distribution to influence outcomes.
• Identify and lead initiatives that improve customer journeys and deliver measurable business value.
• Leverage customer insights and data to uncover opportunities and inform recommendations.
• Champion adoption of AI and emerging technologies to enhance customer experiences and efficiency.
• Translate complex challenges into actionable strategies and executive-level recommendations.
• Establish and monitor success metrics linking CX improvements to business outcomes.

Skills

Customer Experience

Leadership

Strategic thinking

Communication

Influence at senior levels

Presentation skills

Education

Bachelor's degree or equivalent

Tools

AI technologies

CRM systems

Job description

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Alternate Locations: Radnor, PA (Pennsylvania); Charlotte, NC (North Carolina); Fort Wayne, IN (Indiana); Omaha, NE (Nebraska)

Work Arrangement:

Hybrid : Employee will work 3 days a week in a Lincoln office

Relocation assistance:is not available for this opportunity.

Requisition #:76367

The Role at a Glance

We are excited to bring on a Director of Customer Experience to join the Workplace Solutions Customer Experience team.

In this impactful leadership role, you will champion the voice of the customer and help shape experiences that deepen relationships, drive loyalty, and differentiate Lincoln in the marketplace. Through data, feedback, journey insights, and innovation, you will identify opportunities to improve key customer touchpoints and deliver experiences that create measurable value for both customers and the business.

This role is responsible for identifying customer opportunities, influencing strategic priorities, and ensuring customer needs are embedded into business decisions, transformation initiatives, and innovation efforts. You will lead a team responsible for partnering closely with leaders to embed customer‑centric thinking into decisions, processes, and solutions. The ideal candidate combines deep Customer Experience expertise with strong business acumen, strategic thinking, and a passion for leveraging emerging technologies—including AI—to improve customer outcomes.

This is not a traditional CX role focused solely on journey mapping and Voice of Customer programs. We are seeking a leader who can connect customer insights to business value, challenge conventional thinking, and help our organization adapt to a rapidly evolving customer and technology landscape.

What you’ll be doing

• Lead and develop a team of Customer Experience professionals, providing coaching, direction, and opportunities for growth while fostering a culture of curiosity, innovation, and accountability.
• Define and execute the customer experience strategy, ensuring customer needs are embedded in business priorities, transformation efforts, and key decision-making.
• Partner with leaders across Product, Operations, Technology, Digital, Marketing, and Distribution to influence customer-focused outcomes and drive enterprise alignment.
• Identify, prioritize, and lead initiatives that improve customer journeys, reduce friction, and deliver measurable business value.
• Leverage customer insights, research, operational data, and market trends to uncover opportunities and inform strategic recommendations.
• Champion the thoughtful adoption of AI and emerging technologies to enhance customer experiences, improve efficiency, and create competitive advantage.
• Translate complex customer and business challenges into actionable strategies, business cases, and executive-level recommendations.
• Establish and monitor success metrics that connect customer experience improvements to business outcomes, ensuring accountability and continuous improvement.

What we’re looking for

Must-haves:

• 7+ Years of experience in customer engagement, relationship, and/or customer experience
• 3+ years of managerial, supervisory and/or demonstrated leadership experience
• Strong presentation skills with demonstrated ability to influence at all levels of management through clear, informed and logical discussions/presentations
• Demonstrated ability to think strategically, prioritize high-impact opportunities, and translate complex challenges into clear, executable plans.Excellent written and verbal communication skills as well as ability to communicate knowledgeable and credibly with senior management and internal constituents
• 4 Year/Bachelor's degree or equivalent work experience (4 years of experience in lieu of Bachelor's)

Nice-to have:

• Working knowledge of Group Benefits and/or Retirement Plans

Application Deadline

Applications for this position will be accepted through 9/28/26 subject to earlier closure due to applicant volume.

What’s it like to work here?

At Lincoln Financial, we love what we do. We make meaningful contributions each and every day to empower our customers to take charge of their lives. Working alongside dedicated and talented colleagues, we build fulfilling careers and stronger communities through a company that values our unique perspectives, insights and contributions and invests in programs that empower each of us to take charge of our own future.

What’s in it for you:

Clearly defined career tracks and job levels, along with associated behaviors for each of Lincoln's core values andleadership attributes

Leadership development and virtual training opportunities

Free financial counseling, health coaching and employee assistance program

Tuition assistance program

Work arrangements that work for you

Effective productivity/technology tools and training

The pay range for this position is$96,900 - $176,200with anticipated pay for new hires between the minimum and midpoint of the range and could vary above and below the listed range as permitted by applicable law. Pay is based on non-discriminatory factors including but not limited to work experience, education, location, licensure requirements, proficiency and qualifications required for the role. The base pay is just one component of Lincoln’s total rewards package for employees. In addition, the role may be eligible for the Annual Incentive Program, which is discretionary and based on the performance of the company, business unit and individual. Other rewards may include long-term incentives, sales incentives and Lincoln’s standard benefits package.

About The Company

Lincoln Financial (NYSE: LNC) helps people to confidently plan for their version of a successful future. We focus on identifying a clear path to financial security, with products including annuities, life insurance, group protection, and retirement plan services.

With our 120-year track record of expertise and integrity, millions of customers trust our solutions and service to help put their goals in reach.

Lincoln Financial Distributors, a broker-dealer, is the wholesale distribution organization of Lincoln Financial. Lincoln Financial is the marketing name for Lincoln Financial Corporation and its affiliates including The Lincoln National Life Insurance Company, Fort Wayne, IN, and Lincoln Life & Annuity Company of New York, Syracuse, NY. Lincoln Financial affiliates, their distributors, and their respective employees, representatives and/or insurance agents do not provide tax, accounting or legal advice.

Lincoln is committed to creating an inclusive environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Additional Information

This position may be subject to Lincoln’s Political Contribution Policy. An offer of employment may be contingent upon disclosing to Lincoln the details of certain political contributions. Lincoln may decline to extend an offer or terminate employment for this role if it determines political contributions made could have an adverse impact on Lincoln’s current or future business interests, misrepresentations were made, or for failure to fully disclose applicable political contributions and or fundraising activities.

Any unsolicited resumes or candidate profiles submitted through our web site or to personal e-mail accounts of employees of Lincoln Financial are considered property of Lincoln Financial and are not subject to payment of agency fees.

Lincoln Financial ("Lincoln" or "the Company") is an Equal Opportunity employer and, as such, is committed in policy and practice to recruit, hire, compensate, train and promote, in all job classifications, without regard to race, color, religion, sex, age, national origin or disability. Opportunities throughout Lincoln are available to employees and applicants are evaluated on the basis of job qualifications. If you are a person with a disability that impedes your ability to express your interest for a position through our online application process, or require TTY/TDD assistance, contact us by calling [phone].

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