Senior Director, Enterprise 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

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,