Lincoln Financial | Director, Customer Experience

Responsibilities

• We are seeking an experienced Director of Customer Experience to lead and scale Customer Experience capabilities across Workplace Solutions.
• 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.
• 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.
• Applications for this position will be accepted through November 20th, 2026 subject to earlier closure due to applicant volume.
• 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.
• 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.
• You will influence senior leaders, develop talent, build cross-functional commitment, and translate customer needs into clear priorities, investment decisions, and sustained change.
• Leadership development and virtual training opportunities.
• Work arrangements that work for you.
• 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.
• 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.
• Follow us on Facebook, X, LinkedIn, Instagram, and YouTube.

Requirements

• 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.
• Experience professionals, setting clear expectations and building the strategic, analytical, and influencing capabilities needed to deliver meaningful impact.
• 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.
• 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.
• Experience certification, such as CCXP, or comparable certification in human-centered design, service design, design thinking, or change management.
• Experience applying AI, analytics, and emerging technologies to improve customer experiences and operational outcomes.
• Effective productivity/technology tools and training.
• 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

Lincoln Financial

Lincoln Financial is an employer hiring in India (sector: BFSI / Investments / Insurance). In its own words: "Lincoln Financial Group provides resources and solutions that help empower Americans to take charge of their financial lives with confidence and optimism."

Its finance, accounts, audit and tax openings in India are mostly in Radnor, Charlotte, Omaha and Hartford.

• Industry: BFSI / Investments / Insurance