Lincoln Financial Group Consultant, Customer Experience in Fort Wayne, Indiana
Alternate Locations: Fort Wayne, IN (Indiana); Radnor, PA (Pennsylvania); Work from Home (Excluding Colorado)
Relocation assistance is not available for this opportunity.
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 $238 billion in assets under management as of December 31, 2018.
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.
As the Customer Experience Consultant, you will consult on various projects/initiatives to identify, design, and deliver an optimal customer experience for all customer audiences (Employers, Employees, Consultants and Financial Professionals). You will develop and advocate approaches to ensure an efficient and successful customer experience at every touchpoint to enhance customer relationships and differentiate Lincolns service delivery strength. You will also collaborate with functional stakeholders on best practices to integrate the customers point of view during the front-end design of customer-facing processes and initiatives, such as Financial Wellness and the Participant website.
Duties and Responsibilities
Acts as a resource and provide consultation to develop the ideal customer journey, incorporating concepts of reachability, convenience of service and purchase, personalization, ease of use, and flexibility
Advises project teams and stakeholders on the customers perspective and navigation thru touchpoints throughout their journey with Lincoln
Advocates for focus on the customer experience to enable the business to meaningfully differentiate from competitors
Champions and enhances organizational initiatives by positively influencing and supporting change management and/or departmental/enterprise initiatives within assigned area(s) of responsibility.
Collaborates with business and IT stakeholders to enhance digital interactions and self-service capabilities for customers
Collaborates with various internal departments (Product Development, Claims, and other project teams) to understand customer-facing forms and processes; recommends changes to address customer needs and feedback
Consults/Analyze on more complex assignments and/or projects for his/her assigned area(s) of responsibility.
Develops and presents the business plans to integrate the voice-of-the-customer on the front-end of user experience design prior to implementation of customer-facing initiatives & processes
Educates business partners on the importance of transitioning away from numerous individual interaction touchpoints that focus on only part of the customers' needs towards a complete, end-to-end experience that will enhance customer relationships
Ensures experiences are simplified and easily understood by intended customers
Identifies and recommends process improvements that significantly reduce workloads or improve quality for his/her assigned area(s) of responsibility.
Leverages voice of the customer insights on all aspects of customer interactions to identify customer pain-points, challenges, and hurdles; advises on approaches to eliminate and positively enhance customer interactions
Maintains knowledge on current and emerging developments/trends for assigned area(s) of responsibility, assesses the impact, and collaborates with management to incorporate new trends and developments in current and future solutions.
May leverage Agile techniques and test and learn approaches to prototype experiences & business models, validate customer feedback, and continuously innovate and improve the customer experience
Monitors gaps in customer experiences and seeks opportunities to integrate the voice-of-the-customer during the critical path and milestones of design and execution
Prioritizes more complex gaps in providing an enjoyable customer experience; collaborates with CX colleagues and functional partners to address root-causes and redesign journeys
Serves as a resource to team members and applicable internal/external stakeholders on more complex assignments/projects for his/her assigned area(s) of responsibility.
- 4 Year/Bachelor's degree or equivalent work experience (4 years of experience in lieu of Bachelor's) - Minimum Required
- 3 - 5+ Years of demonstrated experience in customer engagement, relationship, and/or customer experience directly related to the specific responsibilities of this position
Other Skills and Abilities
Ability to perform under stress in cases of emergency, critical or hazardous situations.
Ability to work with others in a team environment.
Demonstrated strong relationship management skills with internal clients (e.g. management, peers and colleagues); proven ability to develop collaborative approaches.
Demonstrates ability to identify and recommend processes improvements.
Demonstrates excellent organizational skills with the ability to prioritize workload and multi-task while maintaining strict attention to detail.
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, colleagues and peers; can influence outcomes without directing or commanding.
Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
Strong project management skills including, critical ability to coordinate and balance multiple projects in a time-sensitive environment, under pressure, and meeting deadlines.
Successfully completes regulatory and job training requirements.
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.
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. Opportunities throughout LFG are available to employees and applicants and are evaluated on the basis of job qualifications. We have a drug free work environment and we perform pre-employment substance abuse testing.
Lincoln Financial Group
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