Director, Customer Experience

Lincoln Financial; United States; Hybrid; USD 107,000 - 171,000; Full time

Benefits offered by this job

PTO/parental leave

Competitive 401K and employee benefits

Free financial counseling, health andE

Tuition assistance program

Work arrangements that work for you

Leadership development and virtual/trg

Productivity tools and training

Career tracks and job levels

Job summary

Lincoln Financial Group seeks an experienced Director of Customer Experience to lead enterprise CX capabilities across Workplace Solutions. You will set the CX strategy, governance, and metrics, influencing senior leaders and partnering with Product, Operations, Technology, Digital, Marketing, and Distribution to improve customer outcomes.

You will champion voice of the customer, build repeatable practices, and translate insights into prioritized investments and roadmaps that drive growth,

Qualifications

• 5+ years of progressive CX experience, including CX strategy, journey management, customer insights, experience measurement, service design, or related disciplines
• Experience building, scaling, or maturing a CX practice across a complex organization with governance and standards
• 3+ years of people leadership in a matrixed environment
• Experience translating customer insights into enterprise priorities and funded roadmaps
• Strong executive presence with ability to influence senior leaders across functions
• Ability to connect CX investments to growth, retention, efficiency, and differentiation
• Change leadership experience including accountability and sustained adoption of CX practices
• Bachelor’s degree or equivalent work experience

Responsibilities

• Lead, coach, and develop a team of Customer Experience professionals, setting clear expectations and building capabilities
• Define and execute a scalable CX strategy and operating model with governance and standards
• Grow CX capabilities through repeatable methods, tools, training, and frameworks
• Partner with senior leaders across Product, Operations, Technology, Digital, Marketing, and Distribution to embed customer needs into strategies
• Establish enterprise journey management with ownership and coordinated improvements
• Integrate VOC and data to identify root causes, size opportunities, and inform recommendations
• Translate complex challenges into actionable strategies, business cases, and roadmaps
• Define and monitor a CX measurement framework tied to growth, retention, and performance
• Drive adoption through change leadership, stakeholder engagement, and communication
• Champion the use of AI and emerging tech to improve outcomes and efficiency

Skills

CX strategy

Journey management

Customer insights

Experience measurement

Cross-functional leadership

Matrixed leadership

Change leadership

Executive communication

Education

Bachelor’s degree or equivalent

Job description

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

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 seeking an experienced Director of Customer Experience to lead and scale Customer Experience capabilities across Workplace Solutions. This leader will bring deep, hands-on CX expertise and a demonstrated track record of building mature, repeatable practices that embed customer-centered decision-making across an organization. In this role, you will set the CX strategy and operating model, strengthen governance and measurement, and create the tools, standards, and ways of working that enable teams across Product, Operations, Technology, Digital, Marketing, and Distribution to consistently improve the experience. You will champion the voice of the customer while connecting customer insights and experience improvements to measurable business outcomes, including growth, retention, efficiency, and differentiation.

This is not a role focused solely on journey mapping or Voice of Customer programs. We are looking for a proven CX leader who has helped an organization move from individual projects to an integrated, enterprise-scale CX capability. You will influence senior leaders, develop talent, build cross-functional commitment, and translate customer needs into clear priorities, investment decisions, and sustained change.

What you'll be doing

• Lead, coach, and develop a team of Customer Experience professionals, setting clear expectations and building the strategic, analytical, and influencing capabilities needed to deliver meaningful impact.
• Define and execute a scalable CX strategy and operating model, including governance, standards, roles, decision rights, prioritization, and cross-functional ways of working.
• Build and mature the organization’s CX capabilities by establishing repeatable methods, tools, training, and frameworks that enable teams to apply customer-centered practices consistently and independently.
• Partner with senior leaders across Product, Operations, Technology, Digital, Marketing, and Distribution to embed customer needs into business strategy, transformation roadmaps, investment decisions, and solution design.
• Establish an enterprise approach to journey management that identifies priority journeys, clarifies ownership, connects insights across touchpoints, and drives coordinated improvement over time.
• Integrate Voice of Customer, research, behavioral and operational data, market intelligence, and employee insights to identify root causes, size opportunities, and inform strategic recommendations.
• Translate complex customer and business challenges into actionable strategies, business cases, executive-level recommendations, and sequenced roadmaps.
• Define and monitor a CX measurement framework that connects experience outcomes to business results such as growth, retention, utilization, digital adoption, cost, and operational performance.
• Drive adoption and accountability through change leadership, stakeholder engagement, communication, and capability-building across the organization.
• Champion the thoughtful use of AI and emerging technologies to improve customer outcomes, increase efficiency, and create competitive advantage.

What we’re looking for

Must-haves:

• 5+ years of progressive CX experience, including CX strategy, journey management, customer insights, experience measurement, service design, or related disciplines
• Demonstrated experience building, scaling, or maturing a CX practice across a complex organization, including establishing operating models, governance, standards, tools, measurement, and cross-functional adoption
• 3+ years of people leadership experience, with a track record of developing high-performing teams and leading through influence in a matrixed environment
• Experience translating customer insights and journey opportunities into enterprise priorities, funded roadmaps, measurable improvements, and business outcomes
• Strong executive presence and communication skills, with demonstrated ability to influence senior leaders and gain alignment across functions with competing priorities
• Strong business acumen and the ability to connect CX investments to growth, retention, efficiency, risk reduction, and market differentiation
• Demonstrated change leadership experience, including building organizational commitment, establishing accountability, and driving sustained adoption of new CX practices
• Bachelor’s degree or equivalent work experience (4 years of experience in lieu of a Bachelor’s degree)

Nice-to-haves:

• Recognized Customer Experience certification, such as CCXP, or comparable certification in human-centered design, service design, design thinking, or change management
• Experience leading CX in financial services, insurance, employee benefits, retirement, or another regulated and complex service environment
• Working knowledge of Group Benefits and/or Retirement Plans
• Experience applying AI, analytics, and emerging technologies to improve customer experiences and operational outcomes

Application Deadline

Applications for this position will be accepted through November 20th, 2026 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 and leadership attributes
• Leadership development and virtual training opportunities
• PTO/parental leave
• Competitive 401K and employee benefits
• 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 $106,875 - $171,000 with 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-distributor, 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.

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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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