Digital Experience Consultant

Digital Experience Consultant

As a Digital CX Consultant on the Customer Experience (CX) team, you will play a key role in shaping our technology roadmap and improving customer experiences. You will have the opportunity to apply strategic thinking, agile practices, project management, and creative problem-solving as part of a high-performing team. You'll collaborate with product managers, agile product owners, and cross-functional stakeholders to design and deliver digital capabilities that meet customer needs and drive satisfaction. Using insights from the voice of the customer, you will recommend solutions that enhance the overall experience.

Advocate for the customer by identifying needs and recommending digital solutions that solve pain points

Use customer-centric toolssuch as journey maps, personas, and Voice of Customer feedbackto 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

Must-Haves :

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 lieu 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

Nice-to-haves :

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

Applications for this position will be accepted through December 5th, 2025, subject to earlier closure due to applicant volume

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 $69,000 - $124,600 with anticipated pay for new hires between the minimum and midpoint of the range and could vary above and below the listed range as permitted by applicable law. Pay is based on non-discriminatory factors including but not limited to work experience, education, location, licensure requirements, proficiency and qualifications required for the role. The base pay is just one component of Lincoln's total rewards package for employees. In addition, the role may be eligible for the Annual Incentive Program, which is discretionary and based on the performance of the company, business unit and individual. Other rewards may include long-term incentives, sales incentives and Lincoln's standard benefits package.

Lincoln Financial (NYSE : LNC) helps people to confidently plan for their version of a successful future. We focus on identifying a clear path to financial security, with products including annuities, life insurance, group protection, and retirement plan services.

With our 120-year track record of expertise and integrity, millions of customers trust our solutions and service to help put their goals in reach.

Lincoln Financial Distributors, a broker-dealer, is the wholesale distribution organization of Lincoln Financial. Lincoln Financial is the marketing name for Lincoln Financial Corporation and its affiliates including The Lincoln National Life Insurance Company, Fort Wayne, IN, and Lincoln Life & Annuity Company of New York, Syracuse, NY. Lincoln Financial affiliates, their distributors, and their respective employees, representatives and / or insurance agents do not provide tax, accounting or legal advice.

Lincoln is committed to creating an inclusive environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.