The New York City Employees’ Retirement System (NYCERS) is recruiting for one (1) CX Strategy and Standards Manager in the Quality Assurance unit within Client Services Division. Reporting to the Associate Director for NYCERS’ Enterprise Voice of the Customer Program, the CX Strategy and Standards Manager with some latitude for independent thinking, will work to define and uphold customer service standards at NYCERS, ensuring every interaction reflects NYCERS vision of providing the best client experience every time. Examining customer journeys and experiences across various touchpoints with NYCERS to identifying opportunities to elevate the quality and consistency of services that touch the NYCERS client.

Job Description:

- Strategic Leadership: Utilize your strong strategic thinking skills to develop comprehensive customer experience strategies that align with organizational goals and drive long-term impact across NYCERS.
- Stakeholder Engagement: 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.
- Change Management: 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.
- Cross-Functional Collaboration: 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.
- Research: Conduct qualitative and quantitative research, including surveys, interviews, and focus groups, to gather customer insights and feedback.
- Reporting: 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.

ADMINISTRATIVE RETIREMENTS BEN - 8298C

1. 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; or

2. 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”; or

3. 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.

Mandatory Skills/ Experience: - 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. Candidates will be given preferred consideration for the following experience: - Knowledge of customer experience frameworks and methodologies - Experience with customer journey mapping tools - Familiarity with statistical analysis and data interpretation. - Passion for understanding customer needs and enhancing their experience

This position is also open to qualified persons with a disability who are eligible for the 55-a Program. Please indicate at the top of your resume and cover letter that you would like to be considered for the position through the 55-a Program.

As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, please visit the U.S. Department of Education’s website at https://studentaid.gov/pslf/.

New York City residency is generally required within 90 days of appointment. However, City Employees in certain titles who have worked for the City for 2 continuous years may also be eligible to reside in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County. To determine if the residency requirement applies to you, please discuss with the agency representative at the time of interview.

The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.