Customer Experience Support Specialist

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

 

 Work Arrangement:

Hybrid Preferred : Preferred employee will work 3 days a week in a Lincoln office

 

Relocation assistance:  is not available for this opportunity.

 

Requisition #: 74688

 

The Role at a Glance

As a CX Support Specialist within the Financial Wellness team, you will provide support and delivery for diverse assignments and projects related to our wellness strategy. This strategy influences our financial wellness roadmaps, customer experience, and supports enterprise initiatives.  You will collaborate with teams across the organization to contribute to the ongoing enhancements to WellnessPath and WellnessPath marketplace.

What you'll be doing

·    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
·    Manages day to day responsibilities for various initiatives, this includes but is not limited to data gathering, analytics and reporting, and vendor management
·    Partners and collaborates with the business leads better understand project objectives, deliverables, help collect voice of the customer, and take ownership of day to day administration on an as needed basis 
·    Familiarity with agile techniques to prototype experiences & business models, validate customer feedback, and continuously innovate and improve the customer experience
·    Identifies and communicates to management process improvements that reduce workloads or improve quality
·    Communicates across departments/teams to coordinate delivery of projects and ensure alignment of efforts with other organizational initiatives, including system releases and upgrades

What we’re looking for

Must-haves:
·    4 Year/Bachelor's degree or equivalent work experience (4 years of experience in lieu of Bachelor's)
·    1 - 3+ Years experience in customer experience, customer engagement, vendor or relationship management, customer success, or similar role related to the responsibilities of this position
·    Passion for customers and creating engaging, satisfying customer experiences 
·    Strong written and verbal communication skills
·    Ability to define problems, evaluate trends, collect data, establish facts and draw valid conclusions
·    Ability to work with others in a team environment 

Nice-to-haves:  
·    Awareness of Wellness Industry best practices and business operations
·    Experience with journey maps/roadmaps 
·    Demonstrates 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 
·    Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)

Application Deadline

Applications for this position will be accepted through June 23rd, 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 $53,500 - $96,300 with anticipated pay for new hires between the minimum and midpoint of the range and could vary above and below the listed range as per