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City of New York · 11 hours ago

ADMINISTRATIVE RETIREMENTS BENEFITS SPECIALIST (NON-MGRL)

Brooklyn, NY

Full-time

Onsite

Mid, Senior Level

$68K/yr - $74K/yr

4+ years exp

The City of New York is seeking a CX Strategy and Standards Manager for the New York City Employees’ Retirement System (NYCERS). This role focuses on defining and upholding customer service standards, enhancing customer experiences, and collaborating across various teams to implement improvements.

GovernmentLegalPublic Relations

Responsibilities

Utilize your strong strategic thinking skills to develop comprehensive customer experience strategies that align with organizational goals and drive long-term impact across NYCERS

Build and nurture relationships with internal and external stakeholders, including executives, division heads, and customers. Utilize these relationships to gather insights, foster collaboration, and ensure alignment on customer experience initiatives

Assist in leading efforts to drive cultural and operational changes that enhance customer engagement and satisfaction. Advocate for customer-centric practices and ensure that all teams understand the value of the customer experience

Work closely with NYCERS Communications, Business Operations, Innovation and Transformation, IT and Customer Service Teams to implement customer experience improvements and ensure alignment with NYCERS Strategic Goals for customer experience

Conduct qualitative and quantitative research, including surveys, interviews, and focus groups, to gather customer insights and feedback

Present comprehensive reports on customer experience performance to senior management, highlighting successes and areas for growth. Use these opportunities to advocate for necessary changes and resources to enhance customer experience

Qualification

Customer ExperienceService DesignCX OperationsCustomer Journey MappingStatistical AnalysisProcess AuditsData InterpretationCustomer Needs UnderstandingWriting Skills

Required

A baccalaureate degree from an accredited college or university including or supplemented by 12 credits in mathematics, statistics, accounting, and/or actuarial science and four years of satisfactory full-time experience implementing the provisions of a retirement plan involving the use of mathematical, statistical, actuarial or accounting computations, 18 months of which must have been in an administrative, managerial or executive capacity or supervising professionals implementing the provisions of a retirement plan involving the use of mathematical, statistical, actuarial or accounting computations

An associate degree or 60 credits from an accredited college or university, including or supplemented by 12 credits in mathematics, statistics, accounting and/or actuarial science and six years of satisfactory full-time experience as indicated in '1'

Education and/or experience equivalent to '1' or '2' above. However, all candidates must have 60 credits from an accredited college or university, including or supplemented by 12 credits in mathematics, statistics, accounting and/or actuarial science and the 18 months of experience in a supervisory, administrative, managerial or executive capacity as described in '1' above

3-5 years of experience in Customer Experience, Service Design, CX Operations or managing customer service teams

Experience in customer journey mapping

Proven track record of building CX standards, templates, or playbooks that improved consistency and customer satisfaction

Excellent writing and editing skills, especially in designing responses

Experience conducting process audits and implementing measurable improvements