Journey & Design Lead - Retirement Plan Solutions

Lincoln Financial•Radnor, PA

7d•$72,900 - $131,600•Hybrid

About The Position

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.

Requirements

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 Haves

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.

Responsibilities

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.