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
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