Vice President of Customer Experience

Vice President Of Customer Experience

At Concordia Plans we care for those who serve by providing excellent retirement, healthcare, and benefit services. We have a new opportunity for a Vice President of Customer Experience who will be responsible for the strategy and execution of customer engagement to our members and member organizations.

Concordia Plans has a reputation for outstanding culture, most recently winning the 2025 Top Workplaces USA award. This honor goes to the country’s best employers with high performing people-first cultures. Our recent history of employment excellence also includes being awarded the 2023-2025 Top Workplaces USA award, the Top Workplaces 2021 - 2025 St. Louis Post-Dispatch awards and over the past five years additional special awards for Work-Life Flexibility, Compensation & Benefits, Purpose & Values, Employee Well-Being, Professional Development, Business Health Culture and Appreciation. Established more than 50 years ago providing service in 6,000 communities throughout the United States, we are mission focused professionals united to care for those caring for our community.

At Concordia Plans we are focused and flexible. Embracing the new normal, pioneering ways to continue to support work life balance in our family first culture. We offer competitive compensation with a benefit package, including a pension plan, 403(b), health insurance at no cost to the employee, and much more. With this exciting opportunity you can combine experience, talent, and passion as part of our team at Concordia Plans serving the workers of The Lutheran Church— Missouri Synod.

General Summary

The Vice President of Customer Experience leads the strategy and execution of customer engagement across Concordia Plans, ensuring that both ministries and individual members receive seamless, value-driven experiences. This role is responsible for identifying and closing customer experience gaps, aligning cross-functional teams around the voice of the customer, and driving continuous improvement in service delivery, education, and outreach. This role will build collaborative partnerships across the organization and with external stakeholders to deliver an exceptional, mission-aligned customer journey.

Essential Job Functions

• 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.
  
  

Education and Experience

• Bachelors degree required; Masters degree or applicable professional certification, strongly preferred.
• Ten (10) years of progressive leadership experience in customer experience, operations, or marketing, ideally within the insurance, financial services, employee benefits, or nonprofit sectors.
• Five (5) years of executive-level experience, preferred.
• 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.
  
  

Competencies

• Build Strong Teams: Builds a culture aligned around shared goals and purpose. Intentionally coach and develop others, nurture networks, and attract strong talent.
• Model Resilience: Leads with optimism and composure, setting the tone for others. Is self-aware, humble, and open to alternatives when challenged.
• Outcomes-oriented: Brings a bias for action and achieves meaningful, timely, and measurable results. Lives continuous improvement and operational excellence.
• Strategic Thinking: Demonstrates sound judgment, discernment, and church/business acumen. Encourages new thinking and makes future-focused decisions.
• Influence Others: Is a positive influence across and outside the organization. Paints a compelling picture and gains commitment for forward momentum.
• Collaboration: Builds authentic relationships and harnesses the energy of others. Adapts interpersonal style and models productive dialogue and debate.