Director, Customer Experience

Alternate locations: Radnor, PA; Charlotte, NC; Fort Wayne, IN; Omaha, NE. Hybrid work arrangement: 3 days a week in a Lincoln office. Relocation assistance is not available for this opportunity.

About the role

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.

Responsibilities

• 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.

Requirements

• 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 knowledgeably 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.

Benefits

• 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.
• Flexible work arrangements that support productivity and work-life balance.
• Effective productivity/technology tools and training.

Pay

The pay range for this position is $96,900 - $176,200 with anticipated pay for new hires between the minimum and midpoint of the range. 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 one component of Lincoln’s total rewards package, which may also include eligibility for the Annual Incentive Program (discretionary and based on company, business unit, and individual performance), long-term incentives, sales incentives, and standard benefits.

About the company

Lincoln Financial (NYSE: LNC) helps people 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.