Set Apart by Agility and Seamless Customer Experience for Customers, Employers, and Financial Professionals

19 November 2020

“This award belongs to the over 500 colleagues whose daily work made it possible,” said Deb Graeber, vice president of Group Protection, Technology at Lincoln. “The initiative allowed us to test an agile delivery model that supported our ability to respond to change and collaborate across multiple teams working together to achieve a common goal. The lessons we learned have informed our current path forward toward Agile within Group Protection.”  

In the latest example of its successful digital transformation, Lincoln Financial recently received recognition from the Business Transformation and Operational Excellence Industry Awards in two categories:

  • Winner, Best Achievement in Operational Excellence to deliver an outstanding Business Expansion and Revenue Growth, for the integration of Liberty Mutual’s group benefits business
  • Finalist, Best Achievement in Operational Excellence to deliver an Outstanding Customer Experience, for the migration of secure web platforms facing financial professionals and customers

Deb Graeber, vice president of Group Protection technology at Lincoln, cites the deep alignment and mutual support between IT and the Group Protection leadership as key to the integration’s success. Just as important was empowering the over 70 teams to act quickly and efficiently in line with the initiative’s mission of seamlessly supporting customers throughout the transition.

“This award belongs to the over 500 colleagues whose daily work made it possible,” said Graeber. “The initiative allowed us to test an agile delivery model that supported our ability to respond to change and collaborate across multiple teams working together to achieve a common goal. The lessons we learned have informed our current path forward toward Agile within Group Protection.”  

Scott Roth, senior vice president of IT enterprise solutions at Lincoln, agreed that the work fits into the organization’s larger IT vision. “The secure sites migration not only let us provide a next-generation, customer-facing platform aligned to Lincoln’s evolving customer needs. It also was the next step in our DevOps journey, allowing us to offer our business partners continuous delivery of updates with zero downtime for customers,” said Roth. He emphasized that the initiative provided a key opportunity for the team to engage business partners in developing a strategic vision for the customer experience of the future.

Customers and partners may already be reaping the rewards of this investment: Earlier this year, DALBAR awarded its Communications Seal of Excellence to several Lincoln websites updated in this migration, including websites for retirement plan participants, annuity consumers, and gave a number-one ranking to Lincoln’s annuity financial professional site.

The teams were recognized for this latest honor during a virtual program on November 18. Looking toward the future, Lincoln’s IT organization remains committed to leveraging operational excellence to deliver business value in new ways and offer an ever-improving experience to our customers.