Digital Experience Consultant
About the position 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 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 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 Apply tot his job Apply tot his job