Digital Product CX Consultant

Date: Jun 15, 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 #: 69451



The Role at a Glance

As a Digital Product Consultant on the Customer Experience (CX) team, you would play a critical role in improving customer experiences and shaping our technology roadmap. This is an opportunity to leverage your strategic, analytical,  agile, project management, and creative skills as part of a high-performing team. 


You will provide subject matter expertise and direction to develop and implement complex 3rd-party digital platform technology/digital projects/initiatives in support of Lincolns group protection strategies. You will support the definition of 3rd-party digital platform technology/digital solutions that enhance Lincolns group protection positioning in the market and drive growth. You will also develop and maintain relationships with digital technology providers and lead internal resources in the execution of project deliverables and on-going support of Lincolns group protection portfolio goals and objectives.

What you'll be doing

  • Advocate for the customer, providing insights about our customers’ needs and recommending digital solutions to solve them
  • Utilize customer-centric tools such as journey maps, personas, and Voice of the Customer feedback data to identify customer pain-points, challenges, and hurdles to inform decision-making and drive action
  • Develop and present recommendations to address gaps in the customer experience; make presentations to influence relevant stakeholders regarding the customer experience
  • Collaborates with internal teams, including product development & pricing, marketing, sales, operations and/or strategy, to understand and document current & emerging complex third party technology needs & pain points; develops roadmaps to solutions
  • Creates criteria & metrics to evaluate success of third-party technology/digital initiatives to ensure favorable ROI for Lincoln
  • Collaborates with third-party providers & internal stakeholders on budgeting & resource alignment, communications, and other planning activities to ensure successful outcomes of projects/initiatives
  • Provides subject matter expertise & market intelligence to internal teams on evolving technology capabilities
  • Provides guidance to products team(s) to ensure products are compatible with and can fully leverage the functionality of technology platforms
  • Regularly conducts and/or directs research to explore alternative technologies/platforms, assesses how they may meet current & future needs, and makes recommendations to management

What we're looking for

Must Haves:

  • 3-5+ years of demonstrated experience in customer experience, 3rd party integrations, marketing, and/or product development directly aligned to the specific responsibilities for this role (Required )
  • 4 Year/Bachelor's degree or equivalent work experience 
  • Strong interpersonal/collaboration skills; ability to influence/work with people across multiple disciplines and diverse teams to achieve results 
  • Strong analytical, strategic, problem solving, and organizational skills 
  • Strong oral and written communication skills; ability to establish credibility with senior audiences
  • Knowledge of industry best practices and business operations 
  • Flexibility to perform in lead or support roles, depending on project  


Nice to Haves:

  • Understanding of Group Benefits (STD, LTD, Life, FMLA, etc)
  • Strategy, consulting, or change management experience and/or MBA 
  • Experience integrating with external HCM or Benefit Admin Platforms 
  • Agile experience
  • Experience partnering cross- departments on projects with operational organizations as well as IT 


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


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.


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.


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