Digital Experience Consultant

Alternate Locations: Charlotte, NC (North Carolina); Fort Wayne, IN (Indiana); Omaha, NE (Nebraska); Radnor, PA (Pennsylvania)

 

 Work Arrangement:

Hybrid : Employee will work 3 days a week in a Lincoln office

 

Relocation assistance:  is not available for this opportunity.

 

Requisition #: 75471

 

The Role at a Glance

As Digital CX Consultant on the Customer Experience (CX) team, you will play a key role in shaping our technology roadmap and improving customer experiences. You will have the opportunity to apply strategic thinking, agile practices, project management, and creative problem-solving as part of a high-performing team. You’ll collaborate with product managers, agile product owners, and cross-functional stakeholders to design and deliver digital capabilities that meet customer needs and drive satisfaction. Using insights from the voice of the customer, you will recommend solutions that enhance the overall experience.

What you'll be doing

•    Advocate for the customer by identifying needs and recommending digital solutions that solve pain points
•    Use customer-centric tools—such as journey maps, personas, and Voice of Customer feedback—to uncover challenges and inform decision-making
•    Plan and support the implementation of digital solutions aligned with CX strategy and organizational priorities
•    Partner with business stakeholders and IT to review complex initiatives and gather requirements 
•    Write epics and features that communicate vision and create stakeholder buy-in
•    Prioritize active initiatives and collaborate with agile Product Owners to deliver iterative value
•    Establish and monitor KPIs for digital initiatives; provide recommendations to improve performance and customer experience
•    Stay current on CX and industry trends; integrate insights into future solutions
•    Develop and present recommendations to address customer experience gaps and influence stakeholders
•    Leverage Agile techniques to prototype experiences, validate customer feedback, and drive continuous improvement

What we’re looking for

Must-Haves:
•    3-5+ years of demonstrated experience in customer experience, customer engagement, relationship management, or similar role related to the responsibilities
•    Bachelor's degree or equivalent work experience (4 years of experience in leu of a Bachelors degree)
•    Passion for creating engaging, satisfying customer experiences.
•    Strong analytical, problem solving, and organizational skills 
•    Strong oral and written communication skills; ability to establish credibility with senior audiences
•    Strong collaboration skills; able to work across disciplines and diverse teams.
•    Willingness to travel occasionally

Nice-to-haves:
•    Strategy, consulting, or change management experience and/or MBA beneficial
•    Familiarity with Agile methodologies.
•    Knowledge of Group Benefit best practices and business operations 
•    Knowledge in the areas of cultural transformation, training, innovation, and customer experience

Application Deadline

Applications for this position will be accepted through December 5th, 2025, subject to earlier closure due to applicant volume

 

What’s it like to work here?

At Lincoln Financial, 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:

• Clearly defined career tracks and job levels, along with associated behaviors for each of Lincoln's core values and leadership attributes

• 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

• Work arrangements that work for you

• Effective productivity/technology tools and training

 

The pay range for this position is $69,000 - $124,600 with anticipated pay for new hires between the minimum and midpoint of the range and could vary above and below