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Vice President, Customer Experience and Strategy
Lincoln Financial Group
Greensboro, NC, United States
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About the Company
Lincoln Financial Group provides advice and solutions that help empower people to take charge of their financial lives with confidence and optimism. Today, more than 17 million customers trust our retirement, insurance and wealth protection expertise to help address their lifestyle, savings and income goals, as well as to guard against long-term care expenses. Headquartered in Radnor, Pennsylvania, Lincoln Financial Group is the marketing name for Lincoln National Corporation (NYSE: LNC) and its affiliates.
The Role
The VP, Customer Experience and Strategy position provides strategic leadership to achieve key business objectives for his/her assigned area(s) of responsibility. This position will lead the management and measurement of key business and strategic initiatives, ensuring focus and resources are directed in a way that optimizes the achievement of short and long-term business, financial and customer experience objectives. This position will also lead, execute, and deliver strategic business plans that support growth and profitability initiatives and deliver meaningful business results, ensuring alignment with customer experience strategies. This position provides strategic direction on regulatory changes and trends impacting the line of business.
Responsibilities
Strategy and Implementation
• Maintains knowledge on current and emerging developments/trends for assigned area(s) of responsibility, assesses the impact, and collaborates with executive/senior management to incorporate new trends and developments in current and future strategies.
• Leads the identification, development, and implementation of strategic process improvements that significantly reduce workloads or improve quality across the team, business unit, and/or the organization for assigned area(s) of responsibility.
• Leads and enhances organizational initiatives by positively influencing and supporting change management and/or departmental/enterprise initiatives within assigned area(s) of responsibility.
• Provides training and development opportunities, including stretch assignments, for team members and gives honest and open feedback to aid in the development of talent.
• Leads, establishes and implements priorities, performance goals and objectives to achieve key business results for his/her assigned area(s) of responsibility.
• Guides and evaluates departmental performance and takes appropriate action to meet and/or exceed performance standards for assigned area(s) of responsibility.
• Provides thought leadership and functional expertise to internal/external stakeholders for his/her assigned area(s) of responsibility.
• Contributes to business unit/operational and enterprise strategy creation for his/her assigned area(s) of responsibility.
• Ensures that top talent is hired and retained for his/her assigned area(s) of responsibility.
• Builds organizational capability within his/her assigned area(s) of responsibility.
• Leads/executes approved strategy for his/her assigned area(s) of responsibility.
• Builds and delivers implementation strategy aligned to the overarching strategic vision of the line of business. Leads and executes the implementation strategy, ensuring all key stakeholders are aligned throughout the process.
• Elevates the level of strategic thinking across the line of business by driving strategic alignment across multiple work streams and cross-enterprise areas to ensure delivery of holistic, high impact business solutions.
• Serves as a strategic leader, advisor and partner to senior management and their teams to affect the direction of the line of business through the use of strategy, metrics and insights.
• Governs strategic goals and objectives and develops mechanisms to evaluate business performance and provide periodic updates and recommendations to the senior leadership team.
• Leads the development and measurement of customer engagement strategies as a component of the overall line of business, filtering all line of business objectives through a customer experience lens.
• Enables strategic evolution beyond product categories toward focusing on consumer solutions.
• Leads and oversees the program management team for the line of business, ensuring proper linkage and coordination with strategic planning and budgeting processes, enterprise and/or division’s short- term and long term strategic and tactical initiatives, and enterprise resources.
• Leads the collaboration of senior management and key internal stakeholders to prioritize projects and programs which deliver desired strategic business outcomes.
• Ensures projects and programs meet quality, schedule, milestone, and budget commitments.
• Oversees and leads the implementation of new products, product maintenance, and product distribution support, and ensures they achieve key business objectives for the line of business.
• Provides strategic direction regarding impact of actual and proposed regulatory compliance changes in the life insurance space, identifies the operational impact, provides strategic insights to senior executives, and leads the line of business in developing needed mitigation plans.
Requirements
Education
• 4 Year/Bachelor's degree or equivalent work experience (4 years of experience in lieu of Bachelor's) (Minimum Required)
Experience
• 12+ Years of progressively more responsible experience in the financial services/insurance industries or related industry that directly aligns with the responsibilities of this position. (Required)
• 5+ Years of managerial, strategy, and influencing senior management/critical stakeholders experience. (Required)
• Ability to read, analyze and interpret both internal and external documents such as general media/publications, professional journals, technical procedures, governmental regulations, policies, proposals, and standard operating procedures.
• Strong presentation skills with demonstrated ability to influence at all levels of management through clear, informed and logical discussions/presentations.
• Excellent written and verbal communication skills.
• Advocates effectively, readily command attention and respect in groups as demonstrated by people listening to and getting on board with initiatives for his/her assigned area(s) of responsibility
• Ability to interpret and apply common sense understanding to carry out a variety of instructions furnished in written, oral, or diagram form.
• Ability to solve problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to think critically, analyze information and to evaluate the implications of a course of action or solution.
• Define problems, collect data, establish facts and draw valid conclusions.
• Demonstrated ability to identify, develop and implement processes improvements. #LI-AE1
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.
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, veterans 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.