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Concordia Plans · 2 days ago

Vice President of Customer Experience

St Louis, MO

Full-time

Hybrid

Senior Level, Lead/Staff

10+ years exp

Concordia Plans is dedicated to providing excellent retirement, healthcare, and benefit services to those who serve. They are seeking a Vice President of Customer Experience to lead the strategy and execution of customer engagement, ensuring seamless, value-driven experiences for members and member organizations.

Employee BenefitsHealth CareInsuranceNon Profit

Responsibilities

Lead the development and execution of an integrated customer experience strategy aligned with organizational goals, ensuring consistent service and engagement across all customer segments and channels

Oversee departments that directly engage with customers, including Customer Service, Account Management, Education, Wellness Solutions, and Marketing

Champion a customer-centric culture across the organization through strategic communication, coaching, and alignment with departmental goals

Build and foster strong relationships with leaders within corporate Synod and other LCMS entities

Collaborate with senior leadership to ensure customer needs and insights are reflected in program development, benefit design, communication strategies, and service delivery

Monitor customer touchpoints and feedback channels to identify pain points, inefficiencies, and opportunities for innovation and enhancement

Guide the development and execution of retention and engagement strategies to increase ministry satisfaction and member participation

Optimize third-party vendor relationships to ensure alignment with Concordia Plan Services’ standards for service delivery and customer outcomes

Develop and report on key performance indicators such as customer satisfaction, retention, Net Promoter Score (NPS), and engagement metrics to inform decision-making and resource allocation

Qualification

Customer experience strategyCustomer engagementLeadership experienceOperational transformationPerformance metricsInfluence othersBuild strong teamsModel resilienceCollaborationStrategic thinking

Required

Bachelors degree required

Ten (10) years of progressive leadership experience in customer experience, operations, or marketing, ideally within the insurance, financial services, employee benefits, or nonprofit sectors

Demonstrated success in driving cultural and operational transformation centered on customer outcomes

Active membership in a congregation of the Lutheran Church—Missouri Synod (LCMS), required