Customer Experience Strategist

Date: Jun 18, 2021

Location: Boston, MA, US

Company: Lincoln Financial

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

Relocation assistance is not available for this opportunity.


Level: P3 

Requisition #66114

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 if you encounter a recruiter or see a job opportunity that seems suspicious.


General Purpose of Job

As a member of the Customer Experience Center of Excellence (CX COE), you would play a critical role in improving customer experiences and shaping our organizational culture of customer-aware decision making. This is an opportunity to leverage your strategic, analytical, influencing, and creative skills as part of a high-performing team. 

Through individual projects and in collaboration with cross-functional stakeholders, the Consultant will solve customer pain points, recommend new/enhanced capabilities, and ensure investments and operational decisions result in winning customer journeys. He or she will design strategies and influence action based on customer research, data, best practices, and CX frameworks. Some near-term projects will involve finding and addressing customer road blocks to using digital tools, including text message (SMS) alerts, online self-service, and e-delivery. Other projects will target experience enhancement opportunities throughout the business, partnering with CX program managers and business stakeholders to bring the customer voice to the table. 

As part of Lincoln Financial Group Workplace Solutions, this individual will focus on workplace benefits such as disability coverage, life insurance, maternity leave, retirement savings, and dental plans. Customers include leading companies that offer these benefits, their employees who sign up for them, and the brokers/intermediaries who are part of the workplace benefits ecosystem. CX projects remove pain points for these customers and seize opportunities to innovate and make their engagements with us easier and more satisfying. #LI-CH1  #LI-CH1

Duties and Responsibilities


  • Plan and implement projects to deliver value to customers, in line with our CX strategy and organizational priorities
  • Advise leadership and employees across the org about our customers’ needs, the value of customer centricity, and our company’s approach to Customer Experience 
  • Surface and prioritize customer issues in existing business processes, documents, and digital tools – relentlessly bringing customer insights and best practices to bear
  • Utilize customer-centric tools such as journey maps, personas, and Voice of the Customer feedback data; facilitate ideation sessions and partner on research initiatives to inform decision-making and drive action
  • Make compelling recommendations to address opportunities in our customer experiences 
  • Identify resources (e.g., guidelines, checklists, immersive trainings) the company needs to better understand and act on customer needs; work with CX and Training colleagues to source/develop them
  • Remain current in CX and industry developments/trends; assess the impact and collaborate with management to incorporate into current and future solutions to enable a positive customer experience
  • Carry out duties in compliance with all state and federal regulations and guidelines, and comply with all company and site policies and procedures
  • Perform other duties as required

Education and Experience


  • 5+ years of demonstrated experience in customer experience, customer engagement, relationship management, customer success, user experience (UX), or similar role related to the specific responsibilities of this position (Required)
  • 4 Year/Bachelor's degree or equivalent work experience (Minimum Required)
  • Strategy, consulting, or change management experience and/or MBA beneficial

Other Qualifications


  • Passion for customers and creating engaging, satisfying customer experiences 
  • Knowledge in the areas of customer experience, business operations, experience research/design, innovation, and change management 
  • Strong analytical, strategic, problem solving, and organizational skills 
  • Strong interpersonal/collaboration skills; ability to influence/work cross-functionally
  • Strong oral and written communication skills, including PowerPoint; ability to establish credibility with senior audiences
  • Ability to work on multiple, diverse projects simultaneously, prioritizing to meet a variety of deadlines/deliverable types
  • Comfort with ambiguity; interest in creating processes/templates vs. following them
  • Flexibility to perform in lead or support roles, depending on project

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.




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