Customer Experience; CX Coordinator; Marketing​/Communications

Customer Experience Coordinator (CX Coordinator)

Strategic & External Affairs | MERS of Michigan

Lansing, MI (Hybrid Position, Tuesdays and Wednesdays in office required in Lansing, MI)

At MERS, we don’t just provide retirement services, we create meaningful, seamless experiences that help people confidently plan for their future.

We’re looking for a Customer Experience Coordinator who is passionate about communication, education, and continuous improvement
. In this role, you’ll turn complex retirement concepts into clear, engaging content while helping shape the strategies that connect MERS with employers and participants.

If you’re energized by simplifying complicated topics and designing thoughtful experiences based on data
—this is your opportunity to make a real impact.

• Help design and implement education strategies that support employers managing the retirement benefits they offer to their employees
• Create and refine clear, engaging content (presentations, emails, publications, and more)
• Maintain and enhance digital resources, including website content and SEO efforts

• Develop and execute outreach plans aligned to organizational goals
• Create compelling communications, including newsletters, brochures, and campaigns
• Partner with internal teams and vendors to deliver impactful initiatives
• Train frontline staff on messaging, tools, and customer engagement strategies

• Support customer journey mapping and identify opportunities for improvement
• Collaborate across teams to analyze feedback and solve customer challenges
• Contribute to projects that elevate the overall customer experience

• Partner closely with the Customer Strategies team and cross‑functional stakeholders.
• Keep leadership informed on progress, initiatives, and results
• Support special projects and organizational priorities as needed

This role will focus on employers
—ensuring targeted, meaningful communication for the assigned audience.

• Bachelor’s degree in communications, marketing, or related field
• At least 2 years of relevant experience (communications, marketing, or education-focused roles)

• Background in financial wellness or retirement-related communications
• Experience translating complex information into clear messaging

• Strong writing and content development skills
• Ability to analyze and synthesize complex concepts
• Project coordination and planning capabilities
• Comfort leading trainings and collaborating across teams
• Adaptability in a fast‑paced, evolving environment

• Be part of a mission-driven organization serving Michigan communities
• Influence meaningful customer experiences across the organization
• Collaborate with engaged, cross‑functional teams
• Grow your skills in strategy, communications, and customer experience

Help us create impactful experiences that make a difference in people’s financial futures.