Experience Inc. Jobs

Job Information

Lincoln Financial Group Sr. Consultant, Customer Experience in United States

Alternate Locations: Work from Home (Excluding Colorado); Atlanta, GA (Georgia); Charlotte, NC (North Carolina); Dover, NH (New Hampshire); Fort Wayne, IN (Indiana); Omaha, NE (Nebraska); Phoenix, AZ (Arizona); Radnor, PA (Pennsylvania)

Work Arrangement: Work from Home

Relocation assistance is not available for this opportunity.

Level: P4

Requisition #: 66570

About The Company

Lincoln Financial Group, a Fortune 250 company with over 10,000 employees, provides advice and solutions that help empower Americans to take charge of their financial lives with confidence. Our core business areas — Life Insurance, Annuities, Retirement Plan Services and Group Protection — focus on supporting, preserving and enhancing over 17 million customer’s lifestyles and retirement outcomes.

Headquartered in Radnor, Pennsylvania, Lincoln Financial Group is the marketing name for Lincoln National Corporation (NYSE: LNC) and its affiliates. The company had $238 billion in assets under management as of December 31, 2018.

Ranked one of the Best Large Employers in America by Forbes magazine, Lincoln Financial Group makes a serious investment in our employees’ futures through a broad range of wealth accumulation and protection plans, health and wellness programs, and career development resources designed to help each individual reach their personal and professional goals.

Be Aware of Fraudulent Recruiting Activities

If you are interested in a career at Lincoln, we encourage you to review our current openings and apply on our website. Lincoln values the privacy and security of every applicant and urges all applicants to diligently protect their sensitive personal information from scams targeting job seekers. These scams can take many forms including fake employment applications, bogus interviews and falsified offer letters.

Lincoln will not ask applicants to provide their social security numbers, date of birth, bank account information or other sensitive information in job applications. Additionally, our recruiters do not communicate with applicants through free e-mail accounts (Gmail, Yahoo, Hotmail) or conduct interviews utilizing video chat rooms. We will never ask applicants to provide payment during the hiring process or extend an offer without conducting a phone, live video or in-person interview. Please contact Lincoln's fraud team at fraudhotline@lfg.com if you encounter a recruiter or see a job opportunity that seems suspicious.

The Role

As the Workplace Solutions Sr. Customer Experience Consultant, you will consult on various projects/initiatives to identify, design, and deliver an optimal customer experience for all customer audiences (Advisors, Employers and Consumers). You will develop and advocate approaches to ensure an efficient and successful customer experience at every touchpoint to enhance customer relationships and differentiate Lincolns service delivery strength. You will also collaborate with functional stakeholders on best practices to integrate the customers point of view during the design and management of our Financial Wellness products and offering


  • Advises business leaders and stakeholders on the customer's perspective and navigation thru touchpoints throughout their journey with Lincoln

  • Advocates for focus on the customer experience to enable the business to meaningfully differentiate from competitors

  • Collaborates with business and IT stakeholders and manages outside vendors (when applicable) to enhance digital interactions and self-service capabilities for customers

  • Collaborateswithvariousinternaldepartments(ProductDevelopment,Claims,and/orotherprojectteams)tounderstandforms,processes,andinitiatives;recommendsbestpracticesinuser-centricapproaches

  • Develops and presents the business plans to integrate the voice-of-the-customer on the front-end of user experience design prior to implementation of customer-facing initiatives & processes

  • Develops communication plans for various internal and external partners (e.g. distribution, brokers, employers) to assure that customer expectations will be managed during implementations and/or process changes

  • Directs and enhances organizational initiatives by positively influencing and supporting change management and/or departmental/enterprise initiatives within assigned area(s) of responsibility.

  • Ensures gaps are considered and addressed to integrate the voice-of-the-customer during the critical path and milestones of design and execution

  • Ensures messaging is simplified and jargon-free; liaises with internal and external stakeholder to develop and maintain brand consistency

  • Facilitates transition away from numerous individual interaction touchpoints that focus on only part of the customers needs towards a complete, end-to-end experience that will enhance customer relationships

  • Identifies and directs the implementation of process improvements that significantly improve quality across the team, department and/or business unit for their assigned area(s) of responsibility.

  • Leverage data to influence and measure the overall adoption strategy to ensure deliverables, ROI, and key objectives are met.

  • Leverages voice of the customer insights on all aspects of customer interactions to identify customer pain-points, challenges, and hurdles; advises on approaches to eliminate and positively enhance customer interactions

  • LeveragesAgiletechniquesand'testandlearn'approachestoprototypeexperiences&businessmodels,validatecustomerfeedback,andcontinuouslyinnovate&improvethecustomerexperience

  • Maintains knowledge on current and emerging developments/trends for assigned area(s) of responsibility, assesses the impact, and collaborates with senior management to incorporate new trends and developments in current and future solutions.

  • Prioritizes the most critical gaps in providing an enjoyable customer experience; leads development of roadmap to address root-causes and redesign journeys

  • Provides consultation to develop the ideal customer journey, incorporating concepts of reachability, convenience of service and purchase, personalization, ease of use, and flexibility

  • Provides direction on complex assignments, projects, and/or initiatives to build and enhance the capability of their assigned area(s) of responsibility.

  • Provides subject matter expertise to team members and applicable internal/external stakeholders on complex assignments/projects for their assigned area(s) of responsibility.


  • 4 Year/Bachelor's degree or equivalent work experience (4 years of experience in lieu of Bachelor's) - Minimum Required


  • 5 - 7+ Years of demonstrated experience in customer engagement, relationship, and/or customer experience directly related to the specific responsibilities of this position

  • Working knowledge of Wellness and/or Wellbeing products a plus

  • Working knowledge of the Retirement Plan Participant experience or Group Protection Consumer experience a plus


Other Skills and Abilities

  • Ability to perform under stress in cases of emergency, critical or hazardous situations.

  • Ability to work with others in a team environment.

  • Demonstrated ability to identify and recommend processes improvements.

  • Demonstrated strong relationship management skills with internal clients (e.g. senior management, peers and colleagues); proven ability to develop creative and collaborative approaches.

  • Demonstrates strong interpersonal skills with a collaborative style.

  • Demonstrates strong project management leadership skills including, critical ability to coordinate and balance multiple projects in a time-sensitive environment, under pressure, and meeting deadlines.

  • Finds common ground and can gain collaboration among senior/executive management, colleagues and peers; can influence outcomes without directing or commanding.

  • Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).

  • Successfully completes regulatory and job training requirements.

Work Arrangement:

Work from Home : Employees will work fully from home. Their job will not require the employee to come into the office, unless for special circumstances.

This position may be subject to Lincoln’s Political Contribution Policy. An offer of employment may be contingent upon disclosing to Lincoln the details of certain political contributions. Lincoln may decline to extend an offer or terminate employment for this role if it determines political contributions made could have an adverse impact on Lincoln’s current or future business interests, misrepresentations were made, or for failure to fully disclose applicable political contributions and or fundraising activities.

Any unsolicited resumes/candidate profiles submitted through our web site or to personal e-mail accounts of employees of Lincoln Financial Group are considered property of Lincoln Financial Group and are not subject to payment of agency fees.

Lincoln Financial Group (“LFG”) is an Equal Opportunity employer and, as such, is committed in policy and practice to recruit, hire, compensate, train and promote, in all job classifications, without regard to race, color, religion, sex (including pregnancy), age, national origin, disability, sexual orientation, gender identity and expression, veterans status, or genetic information. Applicants are evaluated on the basis of job qualifications. If you are a person with a disability that impedes your ability to express your interest for a position through our online application process, or require TTY/TDD assistance, contact us by calling 260-455-2558.


Lincoln Financial Group ("LFG") is an Equal Opportunity employer and, as such, is committed in policy and practice to recruit, hire, compensate, train and promote, in all job classifications, without regard to race, color, religion, sex (including pregnancy), age, national origin, disability, sexual orientation, gender identity and expression, veterans status, or genetic information. Opportunities throughout LFG are available to employees and applicants and are evaluated on the basis of job qualifications. We have a drug free work environment and we perform pre-employment substance abuse testing.