Digital Experience Consultant

Lincoln Financial Group-posted 21 days ago
$69,000 - $124,600/Yr
Full-time • Mid Level
Hybrid • Radnor, PA
5,001-10,000 employees
Insurance Carriers and Related Activities
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As Digital CX Consultant on the Customer Experience (CX) team, you will play a key role in shaping our technology roadmap and improving customer experiences. You will have the opportunity to apply strategic thinking, agile practices, project management, and creative problem-solving as part of a high-performing team. You'll collaborate with product managers, agile product owners, and cross-functional stakeholders to design and deliver digital capabilities that meet customer needs and drive satisfaction. Using insights from the voice of the customer, you will recommend solutions that enhance the overall experience.

  • Advocate for the customer by identifying needs and recommending digital solutions that solve pain points
  • Use customer-centric tools-such as journey maps, personas, and Voice of Customer feedback-to uncover challenges and inform decision-making
  • Plan and support the implementation of digital solutions aligned with CX strategy and organizational priorities
  • Partner with business stakeholders and IT to review complex initiatives and gather requirements
  • Write epics and features that communicate vision and create stakeholder buy-in
  • Prioritize active initiatives and collaborate with agile Product Owners to deliver iterative value
  • Establish and monitor KPIs for digital initiatives; provide recommendations to improve performance and customer experience
  • Stay current on CX and industry trends; integrate insights into future solutions
  • Develop and present recommendations to address customer experience gaps and influence stakeholders
  • Leverage Agile techniques to prototype experiences, validate customer feedback, and drive continuous improvement
  • 3-5+ years of demonstrated experience in customer experience, customer engagement, relationship management, or similar role related to the responsibilities
  • Bachelor's degree or equivalent work experience (4 years of experience in leu of a Bachelors degree)
  • Passion for creating engaging, satisfying customer experiences.
  • Strong analytical, problem solving, and organizational skills
  • Strong oral and written communication skills; ability to establish credibility with senior audiences
  • Strong collaboration skills; able to work across disciplines and diverse teams.
  • Willingness to travel occasionally
  • Strategy, consulting, or change management experience and/or MBA beneficial
  • Familiarity with Agile methodologies.
  • Knowledge of Group Benefit best practices and business operations
  • Knowledge in the areas of cultural transformation, training, innovation, and customer experience
  • 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
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