Customer Experience Coordinator

Location: Lansing

Customer Experience Coordinator (CX Coordinator)

Strategic & External Affairs | MERS of Michigan
Lansing, MI (Hybrid Remote Position)

Shape the Customer Experience That Matters

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.

What You'll Do

Drive Education & Engagement

• 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

Power Strategic Outreach

• 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

Enhance the Customer Experience

• 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

Collaborate & Contribute

• 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

Who You'll Support

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

What You Bring

• Required Qualifications

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

Preferred Experience

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

Key Skills & Strengths

• 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

Why Join MERS?

• 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

Apply Today

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

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.