Retail eCommerce SME elaborating requirements to user stories, collaborating with Product Owner and Development team. Requires 6 - 7 years of experience in Ecommerce - Retail domain.
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
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