Sr. Consultant, Broker Experience

Alternate Locations: Dover, NH (New Hampshire); Atlanta, GA (Georgia); Boston, MA (Massachusetts); Charlotte, NC (North Carolina); Omaha, NE (Nebraska); Phoenix, AZ (Arizona); Radnor, PA (Pennsylvania); Work from Home

Work Arrangement:Work from Home

Relocation assistance::is not available for this opportunity.

Pay Range: $83,500 - $179,100

Bonus Potential: 10%

Requisition #:66135

The Role at a Glance

As the Sr Broker Experience Consultant, you will develop the strategy and recommend initiatives to identify, design, & deliver optimal experiences for group benefits broker, general agents and consultants. You will develop & champion positive digital experiences at meaningful touchpoints to enhance relationships and differentiate Lincoln. You will also leverage feedback, collaborate with subject matter experts, partner with agile teams, and advise leaders to help deliver satisfying experiences.

What you'll be doing

  • Advises business leaders and stakeholders on the customer's perspective and navigation thru touchpoints throughout their journey with Lincoln
  • Advocates for focus on the customer experience to enable the business to meaningfully differentiate from competitors
  • Collaborates with business and IT stakeholders and manages outside vendors (when applicable) to enhance digital interactions and self-service capabilities
  • Directs and enhances organizational initiatives by positively influencing and supporting change management and/or departmental/enterprise initiatives within assigned area(s) of responsibility.
  • Ensures gaps are considered and addressed to integrate the voice-of-the-customer during the critical path and milestones of design and execution
  • Facilitates transition away from numerous individual interaction touchpoints that focus on only part of the customers needs towards a complete, end-to-end experience that will enhance customer relationships
  • Identifies and directs process improvements that significantly improve quality across the team, department and/or business unit for his/her assigned area(s) of responsibility.
  • Leverage data to influence and measure the overall adoption strategy to ensure deliverables, ROI, and key objectives are met.
  • Leverages voice of the customer insights on all aspects of customer interactions to identify customer pain-points, challenges, and hurdles; advises on approaches to eliminate and positively enhance customer interactions
  • Leverages Agile techniques and 'test and learn' approaches to prototype experiences & business models, validate customer feedback, and continuously innovate & improve the customer experience
  • Maintains knowledge on current and emerging developments/trends for assigned area(s) of responsibility, assesses the impact, and collaborates with senior management to incorporate new trends and developments in current and future solutions.
  • Prioritizes the most critical gaps in providing an enjoyable customer experience; leads development of roadmap to address root-causes and redesign journeys
  • Provides consultation to develop the ideal customer journey, incorporating concepts of reachability, convenience of service and purchase, personalization, ease of use, and flexibility
  • Provides direction on complex assignments, projects, and/or initiatives to build and enhance the capability of his/her assigned area(s) of responsibility.
  • Provides subject matter expertise to team members and applicable internal/external stakeholders on complex assignments/projects for his/her assigned area(s) of responsibility.


What we're looking for

  • 5 7+ Years of demonstrated experience in customer engagement, relationship, and/or customer experience directly related to the specific responsibilities of this position
  • 4 Year/Bachelor's degree or equivalent work experience (4 years of experience in lieu of Bachelor's) - Minimum Required

#LI-JH1

What's it like to work here?

At Lincoln Financial Group, 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:
  • A clearly defined career framework to help you successfully manage your career
  • 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
  • A leadership team that prioritizes your health and well-being; offering a remote work environment and flexible work hybrid situations
  • Effective productivity/technology tools and training


Work Arrangement

Work from Home : Employees will work fully from home. Their job will not require the employee to come into the office, unless for special circumstances.

Lincoln will evaluate the following when setting the successful candidate's wage rate:
• Prior work or industry experience.
• Education level to the extent education is relevant to the position.
• Unique skills

About The Company

Lincoln Financial Group, a Fortune 200 company with over 10,000 employees, provides advice and solutions that help empower Americans to take charge of their financial lives with confidence. Our core business areas - Life Insurance, Annuities, Retirement Plan Services and Group Protection - focus on supporting, preserving and enhancing over 17 million customer's lifestyles and retirement outcomes.

Headquartered in Radnor, Pennsylvania, Lincoln Financial Group is the marketing name for Lincoln National Corporation (NYSE: LNC) and its affiliates. The company had $324 billion in end-of-period account values as of June 30, 2021.

Ranked one of the Best Large Employers in America and Best Employers for Women by Forbes magazine as well as one of Newsweek's Most Responsible Companies, Lincoln Financial Group makes a serious investment in our employees' futures through a broad range of wealth accumulation and protection plans, health and wellness programs, and career development resources designed to help each individual reach their personal and professional goals.

Lincoln is committed to creating adiverse and inclusiveenvironment 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.

Lincoln Financial Group is a committed corporate citizen included on major sustainability indices including the Dow Jones Sustainability Index North America and FTSE4Good. Dedicated to diversity and inclusion, we earned perfect 100 percent scores on the Corporate Equality Index and the Disability Equality Index. Follow us on Facebook, Twitter, LinkedIn, and Instagram. Sign up for email alerts at http://newsroom.lfg.com

Be Aware of Fraudulent Recruiting Activities

If you are interested in a career at Lincoln, we encourage you to review our current openings and apply on our website. Lincoln values the privacy and security of every applicant and urges all applicants to diligently protect their sensitive personal information from scams targeting job seekers. These scams can take many forms including fake employment applications, bogus interviews and falsified offer letters.

Lincoln will not ask applicants to provide their social security numbers, date of birth, bank account information or other sensitive information in job applications. Additionally, our recruiters do not communicate with applicants through free e-mail accounts (Gmail, Yahoo, Hotmail) or conduct interviews utilizing video chat rooms. We will never ask applicants to provide payment during the hiring process or extend an offer without conducting a phone, live video or in-person interview. Please contact Lincoln's fraud team at fraudhotline@lfg.com if you encounter a recruiter or see a job opportunity that seems suspicious.

Additional Information

This position may be subject to Lincoln's Political Contribution Policy. An offer of employment may be contingent upon disclosing to Lincoln the details of certain political contributions. Lincoln may decline to extend an offer or terminate employment for this role if it determines political contributions made could have an adverse impact on Lincoln's current or future business interests, misrepresentations were made, or for failure to fully disclose applicable political contributions and or fundraising activities.

Any unsolicited resumes/candidate profiles submitted through our web site or to personal e-mail accounts of employees of Lincoln Financial Group are considered property of Lincoln Financial Group and are not subject to payment of agency fees.

Lincoln Financial Group ("LFG") is an Equal Opportunity employer and, as such, is committed in policy and practice to recruit, hire, compensate, train and promote, in all job classifications, without regard to race, color, religion, sex (including pregnancy), age, national origin, disability, sexual orientation, gender identity and expression, Veteran status, or genetic information. Applicants are evaluated on the basis of job qualifications. If you are a person with a disability that impedes your ability to express your interest for a position through our online application process, or require TTY/TDD assistance, contact us by calling 260-455-2558.

This Employer Participates in E-Verify. See the E-Verify notices.

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