Hybrid Digital Experience Consultant

at Lincoln Financial

• Job title: Digital Experience Consultant
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $69,000 - $124,600 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Radnor, United States

About the role

• Digital CX Consultant on the Customer Experience team at Lincoln Financial. Shaping technology roadmap and enhancing customer satisfaction through strategic initiatives and collaboration.

Responsibilities

• 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

Requirements

• 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
• 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

Benefits

• 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