Director, Customer Experience & Strategy (Hybrid)

Lincoln Financial Group; Radnor (Delaware County); Hybrid; USD 107,000 - 171,000; Full time

Benefits offered by this job

Clear career tracks and job levels

Leadership development and virtual培训

Free financial counseling and health/E

Tuition assistance

Flexible work arrangements

Productivity and technology training

Job summary

Lincoln Financial Group is seeking a seasoned leader to guide a team of Customer Experience professionals. You will shape a scalable CX strategy, govern journey management, and partner with Product, Operations, Technology, Digital, Marketing, and Distribution to embed customer needs in business plans.

You will drive measurable improvements and build mature CX capabilities across the organization. You will translate complex customer challenges into actionable roadmaps, define governance and

Qualifications

• 5+ years of progressive CX experience, including CX strategy, journey management, customer insights, experience measurement, service design, or related disciplines
• 3+ years of people leadership experience, with a track record of developing high-performing teams in a matrixed environment
• Bachelor's degree or equivalent work experience (4 years of experience in lieu of a Bachelor's degree)

Responsibilities

• Lead, coach, and develop a team of CX professionals, setting clear expectations and building capabilities
• Define and execute a scalable CX strategy and operating model
• Build and mature CX capabilities with repeatable methods, tools, training, and frameworks
• Partner with senior leaders to embed customer needs into strategy and roadmaps
• Establish an enterprise journey-management approach; identify priority journeys and ownership
• Integrate Voice of Customer and data to identify opportunities and inform recommendations
• Translate challenges into actionable strategies and roadmaps
• Define and monitor a CX measurement framework tied to business results
• Drive adoption through change leadership and stakeholder engagement
• Champion the use of AI and emerging technologies to improve outcomes

Skills

CX strategy

Journey management

Customer insights

Experience measurement

Service design

Change leadership

Executive communication

Education

Bachelor's degree or equivalent

Job description

Lincoln Financial Group is seeking a seasoned leader to guide a team of Customer Experience professionals. You will shape a scalable CX strategy, govern journey management, and partner with Product, Operations, Technology, Digital, Marketing, and Distribution to embed customer needs in business plans.

You will drive measurable improvements and build mature CX capabilities across the organization. You will translate complex customer challenges into actionable roadmaps, define governance and