CX Strategist

Date: Jun 22, 2022

Primary Location: Radnor, PA, US

Company: Lincoln Financial

 

Alternate Locations: Work from Home

 

Work Arrangement: Work from Home

 

Relocation assistance:: is not available for this opportunity.

 

Pay Range: $63,100 - $137,900 

 

Bonus Potential:  10% 

 

Requisition #: 69519

 

 

The Role at a Glance

We’re excited to bring on a Strategist to our Workplace Solutions Customer Experience Center of Excellence (CX COE). This is a full-time, work-from-home position. 

 

As a member of this high-performing team, you would play a critical role in improving customer experiences. Leveraging your strategic, analytical, influencing, and creative skills, you’ll explore today’s customer journeys, recommend new/enhanced capabilities, and ensure investments and operational decisions result in winning customer experiences. 

 

You’ll get the chance to work on varied topics in the financial services ecosystem, from employees’ experiences with disability leave to financial professionals’ support of clients planning for long-term care expenses. Dig into what customers experience (and want to experience) across digital, human, and paper channels, then design strategies and influence action based on customer research, data, best practices, and CX frameworks. 
 

What you'll be doing

  • Use customer-centric tools such as journey maps, personas, and Voice of the Customer (VOC) feedback data to surface and prioritize customer issues in processes, documents, and digital tools 
  • Facilitate cross-functional ideation sessions and partner on research initiatives to inform decision-making
  • Make compelling recommendations to address opportunities in our customer experiences, in line with our CX strategy and organizational priorities
  • Advise others on customer considerations in their projects and equip them to follow CX best practices; if needed, design lightweight resources (e.g., guidelines, checklists) so they can better understand and act on customer needs 
  • Evangelize across the org about our customers’ needs, the value of customer centricity, and our company’s approach to Customer Experience 

What we're looking for

Must-haves: 

  • 3-5+ years of experience in enterprise strategy, customer experience (CX), user experience (UX), or similar role related to the responsibilities of this position
  • Strong analytical, strategic, problem-solving, and communication skills (verbal/written)
  • Ability to influence cross-functionally and establish credibility with senior audiences
  • Comfort with ambiguity; interest in creating processes/templates vs. following them
  • 4 Year/Bachelor's degree or equivalent work experience 

 

Nice-to-haves:

  • Strategy, consulting, or change management experience and/or MBA 
  • Knowledge in the areas of business operations, experience research/design, innovation, and change management 
  • Customer Experience certification (e.g., CCXP)

 

What’s it like to work here?

At Lincoln Financial Group, we love what we do. We make meaningful contributions each and every day to empower our customers to take charge of their lives. Working alongside dedicated and talented colleagues, we build fulfilling careers and stronger communities through a company that values our unique perspectives, insights and contributions and invests in programs that empower each of us to take charge of our own future.

 

What’s in it for YOU:

  • A clearly defined career framework to help you successfully manage your career

  • 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

  • A leadership team that prioritizes your health and well-being; offering a remote work environment and flexible work hybrid situations

  • Effective productivity/technology tools and training

 

Work Arrangement

Work from Home : Employees will work from home and are not required to work in a Lincoln office on a regular basis.

 

Lincoln will evaluate the following when setting the successful candidate's wage rate:
•    Prior work or industry experience.
•    Education level to the extent education is relevant to the position.
•    Unique skills

 

About The Company

Lincoln Financial Group, a Fortune 200 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 $324 billion in end-of-period account values as of June 30, 2021.

Ranked one of the Best Large Employers in America and Best Employers for Women by Forbes magazine as well as one of Newsweek’s Most Responsible Companies, 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.

 

Lincoln is committed to creating a diverse and inclusive environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. 

 

Lincoln Financial Group is a committed corporate citizen included on major sustainability indices including the Dow Jones Sustainability Index North America and FTSE4Good. Dedicated to diversity and inclusion, we earned perfect 100 percent scores on the Corporate Equality Index and the Disability Equality Index. Follow us on Facebook, Twitter, LinkedIn, and Instagram. Sign up for email alerts at http://newsroom.lfg.com

 

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.

 

Additional Information

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, Veteran 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.

 

This Employer Participates in E-Verify. See the E-Verify notices.

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