Journey & Design Lead - Retirement Plan Solutions at Lincoln Financial

Journey & Design Lead - Retirement Plan Solutions

We are excited to bring on a CX Journey & Design Lead Retirement Plan Solutions to join the Workplace Solutions Customer Experience team. This role is responsible for shaping and improving the end-to-end experiences of retirement plan sponsors, participants, advisors, and internal partners. You will serve as the voice of the customer across key business initiatives, uncovering customer friction, identifying root causes, and designing solutions that simplify complex processes while improving engagement, satisfaction, and business outcomes. As a Journey & Design Lead, you'll partner closely with Product, Digital, Operations, Service, and Distribution teams to influence strategic priorities, redesign critical customer journeys, and ensure the customer perspective is embedded throughout the delivery lifecycle. This role is ideal for someone who thrives in ambiguity, enjoys solving complex problems, and is passionate about creating experiences that are both customer-centered and business-focused.

What you'll be doing:

• Lead end-to-end assessments of participant, plan sponsor, and advisor journeys to identify customer friction, root causes, and experience improvement opportunities.
• Develop journey maps, service blueprints, and future-state experience designs that improve usability, engagement, and business performance.
• Facilitate cross-functional workshops that align stakeholders around customer needs, experience priorities, and actionable solutions.
• Partner with Product, Digital, Operations, Service, and Technology teams to ensure customer requirements are reflected in solution design and delivery.
• Translate customer insights, operational data, and business objectives into practical recommendations that drive measurable outcomes.
• Conduct user research, testing, and validation activities to ensure solutions meet customer needs and improve experience quality.
• Serve as an embedded CX partner on strategic initiatives, ensuring customer experience considerations remain a priority throughout implementation.
• Monitor journey performance and recommend continuous improvements that enhance digital adoption, customer engagement, and operational efficiency.

What we're looking for:

• Must-have experience (Required): 3 - 5+ Years Experience leading customer journey redesign efforts that resulted in measurable improvements to customer satisfaction, digital adoption, efficiency, or business outcomes. Experience in Retirement Plan Services, wealth management, financial services, benefits, insurance, or other highly regulated industries. Strong presentation skills with demonstrated ability to influence at all levels of management through clear, informed and logical discussions/presentations. Excellent written and verbal communication skills as well as ability to communicate knowledgeable 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 Experience (Preferred): Certification or formal training in Human-Centered Design, Design Thinking, Service Design, UX Design, or Journey Management. Experience leading customer journey redesign efforts that resulted in measurable improvements to customer satisfaction, digital adoption, efficiency, or business outcomes. Experience working within agile product organizations and partnering closely with product managers, designers, and technology teams.

What's it like to work here? At Lincoln Financial, we love what we do. We make meaningful contributions each and every day to empower our customers to take charge of their lives. Working alongside dedicated and talented colleagues, we build fulfilling careers and stronger communities through a company that values our unique perspectives, insights and contributions and invests in programs that empower each of us to take charge of our own future.

What's in it for you:

• 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
• Work arrangements that work for you
• Effective productivity/technology tools and training

The pay range for this position is $72,900 - $131,600 with anticipated pay for new hires between the minimum and midpoint of the range and could vary above and below the listed range as permitted by applicable law. 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 just one component of Lincoln's total rewards package for employees. 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. Other rewards may include long-term incentives, sales incentives and Lincoln's standard benefits package.

About The Company Lincoln Financial (NYSE: LNC) helps people to 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. Lincoln Financial Distributors, a broker-dealer, is the wholesale distribution organization of Lincoln Financial. Lincoln Financial is the marketing name for Lincoln Financial Corporation and its affiliates including The Lincoln National Life Insurance Company, Fort Wayne, IN, and Lincoln Life & Annuity Company of New York, Syracuse, NY. Lincoln Financial affiliates, their distributors, and their respective employees, representatives and/or insurance agents do not provide tax, accounting or legal advice.

Lincoln is committed to creating an inclusive environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.