Director of Customer Experience

Director Of Customer Experience

At Concordia Plans we care for those who serve by providing excellent retirement, healthcare, and benefit services. We are seeking a Director of Customer Experience to lead a team of 20 plus customer service professionals in providing benefits and financial services product administration to our members and member organizations across the United States.

Concordia Plans has a reputation for outstanding culture, most recently winning the 2024 Top Workplaces USA award, with additional special awards for Work-Life Flexibility, Compensation & Benefits and Purpose & Values. This honor goes to the country’s best employers with high performing people-first cultures. Our recent history of employment excellence also includes being awarded the 2023 Top Workplaces USA award, the Top Workplaces 2021 - 2024 St. Louis Post-Dispatch awards and the St. Louis Area Business Health Coalition’s 2020 Business Health Culture Award. Established more than 50 years ago providing service in 6,000 communities throughout the United States, we are mission focused professionals united to care for those caring for our community.

At Concordia Plans we are focused and flexible. Embracing the new normal, pioneering ways to continue to support work life balance in our family first culture. We offer competitive compensation with a benefit package, including a pension plan, 403(b), health insurance at no cost to the employee, and much more. With this exciting opportunity you can combine experience, talent, and passion as part of our team at Concordia Plans serving the workers of The Lutheran Church— Missouri Synod.

General Summary

The Director of Customer Experience is accountable for the operational and administrative performance for our retirement, health, disability, and survivor services teams. This role will focus on optimizing the systems that support and interface with the team and identifying and implementing opportunities to enhance our customer experience.

Essential Job Functions

• Responsible for assisting the Assistant Vice President of Customer Service in developing and defining the strategic vision and delivering on the customer experience strategy working closely with the retirement, health, disability, and survivor services teams and leadership ensuring it is aligned with organizational strategic priorities.
• Develops and designs plans to effectively utilize technical and people resources to provide quality service and deliver an enhanced customer experience maximizing multiple internal and external technical systems.
• Collaborates and partners with the product team to ensure effective relationship with our multiple vendors including Northern Trust, Lincoln Financial, Quantum, etc. by managing escalated issues and service level agreement metrics as well as ensuring vendor & operations are aligned with our plan documents.
• Responsible for ensuring the plan documents, provisions, policies, and process align with the service operations of the teams that support those plans including, pension, retirement, health, disability, and survivor teams.
• Works with the teams to identify opportunities to improve and optimize processes by identifying root causes and implementing improvements that directly impact the customer experience and support operational excellence.
• Responsible for implementation of new products and services with existing employers and end users and on-boarding of new employer customers.
• Responsible for ensuring documented compliant execution of employer election, open enrollment and off-cycle and late election enrollment.
• General oversight for the strategic design and effective execution for large employer (POD) customer satisfaction.
• Provides transformative leadership of internal team to coach, mentor and develop to best utilize assets and promote a highly engaged successful team.
• Participates in special projects as defined by the Assistant Vice President of Customer Service.
  
  

Education and Experience

• Bachelor’s degree required; advance degree preferred
• 10 years of experience in administering benefit plans, including defined benefit plans
• Experience with benefit administration systems and understanding configuration and workflows
• Experience with process improvement, quality improvement and operational excellence methodologies
  
  

Competencies

• Build Strong Teams: Builds a culture aligned around shared goals and purpose. Intentionally coach and develop others, nurture networks, and attract strong talent.
• Model Resilience: Leads with optimism and composure, setting the tone for others. Is self-aware, humble, and open to alternatives when challenged.
• Outcomes Oriented: Brings a bias for action and achieves meaningful, timely, and measurable results. Lives continuous improvement and operational excellence.
• Strategic Thinking: Demonstrates sound judgment, discernment, and church/business acumen. Encourages new thinking and makes future-focused decisions.
• Influence Others: Is a positive influence across and outside the organization. Paints a compelling picture and gains commitment for forward momentum.
• Collaboration: Builds authentic relationships and harnesses the energy of others. Adapts interpersonal style and models productive dialogue and debate.
• Problem solving: Uses rigorous logic, systematic methods and analysis to solve difficult problems, able to exercise discretion and make decisions to resolve issues and questions, anticipates the implications and consequences of situations and takes appropriate action, is excellent at objective analysis, and asks questions, seeks answers and engages others in analyzing and developing solutions.
• Customer orientation: The ability and willingness to show care and concern while finding out what the customer wants and needs and to act accordingly in a timely manner, making the customer feel valued.
• Communications: Ability to articulate information simply and concisely in person, over the phone and in writing, and to reflect CPS values in all internal and external communications.
• Trustworthy: Acting with integrity, being honest and credible, reliable, having positive intent, able to present the unvarnished truth in an appropriate and helpful manner; keeps confidences; admits mistakes; doesn’t misrepresent him/herself for personal gain.