Customer Experience (CX) Coordinator (Marketing/Communications)

Description Customer Experience Coordinator (CX Coordinator) Strategic & External Affairs | MERS of Michigan Lansing, MI (Hybrid Position, Tuesdays and Wednesdays in office required in Lansing, MI) 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. #CustomerExperience #CX #CustomerEngagement #ExperienceMatters #VoiceOfTheCustomer #CXStrategy #CXInsights #OutreachStrategy #CommunicationsStrategy #CustomerCentric#RetirementEducation #FinancialWellness #PublicPensions Qualifications Skills Behaviors : Motivations : Education Required Bachelors or better in Communication.