CX Plan Sponsor/Advisor Support Specialist

Date: Jan 7, 2019

Location: Radnor, IN, US

Company: Lincoln Financial

Alternate Locations: Radnor, PA (Pennsylvania); Work from Home

Relocation assistance is not available for this opportunity.

Requisition #58194

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 $253 billion in assets under management as of December 31, 2017.

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.


The Role


As the Specialist, Customer Experience Support, you will perform and deliver on diverse assignments and projects for the Plan Sponsor, Advisor and TPA Customer Experience Strategy team. You will perform and deliver on routine assignments/projects while simultaneously leveraging and applying knowledge of assigned area(s) of responsibility. You will support cross-departmental projects progress and success through communication with stakeholders from across the business unit to secure resources, facilitate discussions/decisions, monitor project activities, and escalate issues as needed.




Action Oriented

  • Performs and delivers on tasks related to the retirement Plan Sponsor, Advisor and TPA Customer Experience
  • Partners and collaborates with their assigned Customer Experience Strategy team to better understand project objectives, deliverables, help collect voice of the customer, and takes ownership of day to day administration on an as needed basis
  • Manages day to day responsibilities for various initiatives, this includes but is not limited to data gathering, analytics and reporting, and vendor management
  • Works with the Customer Experience Strategy team, and the agile POD as needed
  • Conducts basic competitive intelligence and market research
  • Provides training, marketing and communications materials to internal stakeholders by leveraging his/her knowledge of assigned area(s)
  • Participates in project meetings with the team and stakeholders from multiple groups to map current and future state processes, define project scope, determine project plans, execute agreed deliverables, and evaluate outcomes
  • Manages and maintains the Customer Experience intranet site on One and keeps information up to date
  • Communicates across departments/teams to coordinate delivery of projects and ensure alignment of efforts with other organizational initiatives, including system releases and upgrades
  • Coordinates with vendors to address system or process questions and concerns related to project deliverables


Business Acumen

  • Remains current in profession and industry trends
  • Makes a positive contribution as demonstrated by:  - Making suggestions for improvement - Learning new skills, procedures and processes
  • Maintains knowledge on current and emerging developments/trends, assesses the impact, and collaborates with management to incorporate new trends and developments in current and future solutions
  • Promotes and enhances organizational initiatives by positively influencing and supporting change management and/or departmental/enterprise initiatives
  • Performs and delivers on routine assignments/projects while simultaneously leveraging and applying knowledge of assigned area(s) of responsibility
  • Identifies and communicates to management process improvements that reduce workloads or improve quality





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



  • 1 - 3+ Years’ experience in project management and/or marketing that directly aligns to the responsibilities of this role
  • Retirement plan experience a plus
  • Ability to read, analyze and interpret both internal and external documents such as general media/publications, professional journals, technical procedures, governmental regulations, policies, proposals, and standard operating procedures
  • Strong written and verbal communication skills
  • Apply concepts such as probability, statistics, modeling, percentages, ratios, and proportions to practical solutions
  • Works with mathematical concepts such as averages and/or variances
  • Ability to evaluate information and the implications of a course of action or solution
  • Ability to interpret and apply common sense understanding to carry out a variety of instructions furnished in written, oral, or diagram form
  • Ability to solve problems and deal with a variety of concrete variables in situations where only limited standardization exists
  • Define problems, collect data, establish facts and draw valid conclusions
  • Evaluate trends in data or information
  • Ability to perform under stress in cases of emergency, critical or hazardous situations
  • Ability to work with others in a team environment
  • Demonstrated solid relationship management skills with internal clients (e.g. management, peers and colleagues)
  • Demonstrates excellent organizational skills with the ability to prioritize workload and multi-task while maintaining strict attention to detail
  • Demonstrates solid project management skills including, critical ability to coordinate and balance multiple projects in a time-sensitive environment, under pressure, and meeting deadlines
  • Demonstrates strong interpersonal skills with a collaborative style
  • Demonstrates the ability to use sound judgment and discretion regarding confidential information
  • Finds common ground and can gain collaboration among management, collegues and peers; can influence outcomes without directing or commanding
  • Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)


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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