Customer Analytics & Insights Specialist

Alternate Locations:
Charlotte, NC (North Carolina);
Fort Wayne, IN (Indiana);
Greensboro, NC (North Carolina);
Hartford, CT (Connecticut);
Radnor, PA (Pennsylvania);
Work from Home

Work Arrangement:

Remote :
Work at home employee residing outside of a commutable distance to an office location.

Relocation assistance: is not available for this opportunity.

Requisition #: 76206

The Role at a Glance

This position will perform and deliver on routine assignments/projects while simultaneously leveraging and applying knowledge of Lincoln's Voice of the Customer programs. They will support the design, execution, and analysis of Voice of the Customer programs that help the organization understand customer needs, experiences, and opportunities for improvement. This role partners closely with customer experience, marketing, product, and operations teams to translate customer feedback into clear insights, reporting, and actionable recommendations.

What you'll be doing

* Supporting the collection, analysis, and reporting of quantitative and qualitative VoC data across surveys, digital feedback, and other listening channels.

* Analyzing standard customer experience metrics and feedback to identify trends, patterns, and opportunities for improvement.

* Creating clear and accurate dashboards, reports, and data visualizations that communicate customer insights to stakeholders.

* Assisting with customer journey analysis, satisfaction tracking, and closed-loop feedback programs.

* Helping ensure VoC data quality, accuracy, and documentation across systems and reporting outputs.

* Translating standard analytical findings into simple, easy-to-understand insights for non-technical audiences.

* Collecting, cleaning, and analyzing VoC data from surveys and other customer feedback sources.

* Performing basic to moderate quantitative analysis (e.g., trend analysis, segmentation, score distributions).

* Supporting synthesis of multiple data sources to answer business questions related to customer experience.

* Assisting in maintaining data integrity and documenting assumptions, methodologies, and limitations.

* Contributing to the development of standardized reporting, dashboards, and recurring insights deliverables.

* Summarizing analytical findings and key insights clearly for internal stakeholders.

* Developing presentations and written summaries to share VoC insights with project teams.

* Working with cross-functional partners (e.g., Customer Experience, Marketing, Product, Operations) to understand research needs and business questions.

* Supporting VoC initiatives led by senior analysts, including survey design, analysis, and reporting

What we're looking for

* 4 Year/Bachelor's degree or equivalent work experience (4 years of experience in lieu of Bachelor's) (Minimum Required)

* 1 - 3+ Years Experience in data analytics, market research, VoC, customer insights, or a related field. (Required)

What's it like to work here?

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 $55,700 - $100,200 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…