IT Administrative & Customer Experience Specialist

Asbury Village•Des Moines, IA

About The Position

This position supports CIO and departmental administration while driving customer experience improvements through user advocacy and process innovation. This position reports to the SVP, Chief Information Officer. At LCS, experience is everything. We provide you the opportunity to use your talents in a progressive, growing organization that makes a positive difference in the lives of the seniors we serve. If you are seeking an organization that gives back, you’ll love working here. Our principles and hospitality promises define our company culture. LCS employees can be found participating in volunteer activities, getting involved in our committees or collaborating with team members in our innovative workspace. You’ll find several opportunities to grow as a professional, serve the community, and enhance the lives of seniors.

Requirements

Bachelor’s degree or equivalent experience required.
Proficiency with consumer AI engines to optimize communication and processes (Co-Pilot, ChatGPT, etc.)
2 – 4 years of experience in administrative support, customer experience analysis, or process improvement roles.
Exceptional organizational and time management skills.
Strong communication and presentation abilities.
Proficiency in Microsoft Office Suite and customer experience platforms (PowerPoint and Canva).
Analytical mindset with experience in data interpretation and storytelling.

Nice To Haves

Familiarity with design thinking, user research methods, and change management principles is a plus.

Responsibilities

Provide comprehensive administrative support including calendar management, meeting coordination, employee onboarding, and organizing department events.
Maintain departmental documentation, intranet presence, and provide contract administration.
Prepare and refine presentation and other artifacts to be optimized for senior level consumption.
Analyze customer interactions, feedback, and service data to identify trends, pain points, and opportunities for improvement.
Translate user insights into actionable recommendations for service and product enhancements.
Collaborate with cross-functional teams to implement strategies that enhance customer experience and service delivery.
Evaluate and refine departmental and customer service processes to improve efficiency and effectiveness.
Partner with teams to design and optimize workflows that align with business goals and user needs.
Facilitate workshops or feedback sessions to gather input and co-create improved processes.
Promote a positive, inclusive, and collaborative workplace culture through active engagement and leadership.
Support initiatives that reinforce organizational values and employee experience.
Serve as a role model for teamwork, integrity, and continuous improvement.
Perform other duties and responsibilities as assigned.