Director, Customer Experience & Strategy

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

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.