Director of Customer Satisfaction & Integration, Erie Insurance

Barbara Lincoln currently serves as Director of Customer Satisfaction & Integration at Erie Insurance. Barbara started up the ERIE enterprise level programs for VoC, Social Media -Services, and Language Services. She is responsible for the multi-year strategies and operations for these programs. Erie Insurance has received multiple, successive years of Confirmit VoC Ace Awards, and Barbara received the Confirmit Award for Professional of the Year.

Barbara has worked in the insurance and financial services industry for over 25 years in leadership positions at ERIE, The Hartford, GE Capital and Price Waterhouse, including the areas of Customer Satisfaction, Organizational Effectiveness, HR Operations, Talent Management, and Corporate Global Tax Operations. She has extensive experience with operational turnarounds and start-ups with high volume and complexity in very mature organizations. Specific specialties include strategic planning and organizational structuring, operational effectiveness and automation, change management and employee engagement.

Barbara received a Bachelor of Science in Accounting from the University of Rhode Island, achieved her CPA and is certified in Prosci Change Management. Barbara is a member of the Shadbush Women’s service organization and a Barber National Institute board member. She enjoys golf and time with her sons, extended family and friends.