SHARON SCANLON
North Reading
Summary
Innovative, influential senior executive who builds effective and impactful marketing, customer experience, and operations teams from the ground up. Proven history of delivering successful customer outcomes and business results through a robust, omni-channel customer experience built on data, analytics and innovation. Creates a strategy and then executes large-scale change and improvement initiatives, focusing on value capture while defining the strategy and execution roadmap to drive the organization forward. An empathetic and motivating leader who builds high-performing teams and partners closely with colleagues at all levels across the organization. Industry leader and founding member of the Customer Experience 50.
Overview
16
16
years of professional experience
Work History
SENIOR VICE PRESIDENT, WORKPLACE SOLUTIONS CMO, CUSTOMER EXPERIENCE & TRANSFORMATION
LINCOLN FINANCIAL GROUP
01.2014 - Current
- As a strategic, senior executive, leads the Customer Experience, Marketing and Transformation teams that deliver high-quality experiences across customer channels
- Develops an evolving, robust strategy and vision that directs the transformation of an insurance company into a thriving enterprise, driven by groundbreaking digital technology that creates revenue through new sales channels and operational efficiencies
- Leverages extensive experience to define the strategy and execution roadmap aligned with the organizational mission and vision
- Spearheads ongoing digital transformation using data-driven and agile principles, merging a high-technology and high-touch model that delivers remarkable results and enhances experiences for intermediaries, employers, and consumers
- Cultivates a culture of growth, accountability, loyalty, and high performance empowering professional development and improving employee retention
- Established and built a Customer Experience organization and transformed a traditional marketing organization focused on brand awareness to a digital-first consumer sales channel
- Led the initiative to identify customer personas and map their journeys, then built omni-channel experiences to drive customer satisfaction and increase revenue, which resulted in a 15% CAGR annually for the past five years
- Leveraged digital technology, leading the integration of bots and AI to improve the customer experience and drive efficiency
- Reduced calls into the call center by 40%
- Introduced a digital financial wellness and wellbeing platform and program focused on consumers' holistic financial wellbeing, which now is used by 25,000 employers and 10 million consumers, establishing a new P&L
- Establishes and propels profitability and annual operational efficiencies by leveraging digital technology including data and analytics to drive down infrastructure costs and implementing marketing technology to improve results
- Led the introduction and cross-functional execution of digitization initiatives that have resulted in 15% expense savings over the past three years
- Leads large operations teams through reengineering and digital transformation, while also transforming Producer Solutions, Retirement, Group Benefits, Life and Annuities Operations teams into digital first organizations through reengineering, intelligent automation, and cloud-based solutions
- Oversees cross-functional teams across digital, customer experience, marketing and operations driving a customer-centric focus and best-in-class customer experiences through award winning technology and omnichannel solutions accelerating profitability, growth, and client retention
- Focuses on optimizing customer experience utilizing innovative digital technology to develop an intuitive, ease of user experience and scaling solutions to enhance operational excellence
- Leverages data, analytics, and insight to drive compelling B2B and B2C campaigns, shape the organizational strategy, and identify opportunities to boost sales and business development
- Develops captivating, comprehensive marketing plans to generate revenue, drive brand awareness and trust, and increase sales
VICE PRESIDENT, LARGE MARKET RETIREMENT PRODUCT LEADER
LINCOLN FINANCIAL GROUP
01.2010 - 01.2014
- Exclusively selected to build out the new area in the retirement product in large employer space
- Served as a key executive responsible for planning, developing, and executing the organizational strategy and marketing for the new and existing products encompassing defined contribution and benefit and non-qualified plans in the government, tax-exempt, and corporate markets
- Owned total P&L management for the Retirement Plan Services large market product portfolio driving financial performance and organizational growth, revenue, and profitability
- Created, communicated, and executed against a comprehensive and differentiating organizational strategy championing the vision, brand positioning, and core values
- Defined and built out product innovation to support the organizational overall strategies and objectives
- Scaled the service model to focus on key markets, assessed the territory, and utilized findings from data analytics to demonstrate the fastest growing areas within the small-to-mid business, healthcare, and government markets
- Understood the customer and customized plans to meet the needs of the targeted market
- Optimized resources for the greatest return on investment driving doubling annual sales by the end of year three, segmented the market, and monitored the overall business marketing strategy
- Shifted the enterprise focus by listening to the voice of the customer and articulating insight in the business plan delivering remarkable results
SENIOR VICE PRESIDENT, RETIREMENT LARGE MARKET DISTRIBUTION
PUTNAM INVESTMENTS
01.2009 - 01.2010
- Functioned as a senior executive fostering strategic relationships with third-party retirement consultants spanning 50+ firms
- Drove business plans for new and existing services for the large market retirement organization delivering explosive, new plan sales
- Championed cross-functional partnerships with sales and relationship management teams regarding proposals serving as the subject matter expert during the sales process and client meetings
- Improved enterprise aptitude to garner insights from data empowering enhanced management of business performance, understand and reach customers, and deliver measurable outcomes
Education
BACHELOR OF SCIENCE (BS) - POLITICAL SCIENCE
NORTHEASTERN UNIVERSITY
Skills
- Customer experience development
- Data-driven analytics and insight
- Digital transformation
- P&L management
- SAFe Agile Leader
- Brand development
- Cross-functional leadership
- Strategic planning and execution
Industry Influence And Awards
- Customer Experience 50, Founding Member
- Center for Disability Income Awareness, Board Member
- 2022 Women Worth Watching in Leadership, Profiles in Diversity Journal
Education And Designations
- Bachelor of Science (BS), Political Science, Northeastern University
- FINRA Series 24, FINRA Series 7, FINRA Series 6, FINRA Series 63
Timeline
SENIOR VICE PRESIDENT, WORKPLACE SOLUTIONS CMO, CUSTOMER EXPERIENCE & TRANSFORMATION
LINCOLN FINANCIAL GROUP
01.2014 - Current
VICE PRESIDENT, LARGE MARKET RETIREMENT PRODUCT LEADER
LINCOLN FINANCIAL GROUP
01.2010 - 01.2014
SENIOR VICE PRESIDENT, RETIREMENT LARGE MARKET DISTRIBUTION
PUTNAM INVESTMENTS
01.2009 - 01.2010
BACHELOR OF SCIENCE (BS) - POLITICAL SCIENCE
NORTHEASTERN UNIVERSITY
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