IT Administrative & Customer Experience Specialist

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.

Experience Is Everything.

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. 

What You’Ll Do:

• Department Administration 
• 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. 
• Customer Experience Analysis 
• 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. 
• Process Improvement and Innovation 
• 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. 
• Culture Champion 
• 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. 
• 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. 

What We’Re Looking For:

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

Why Join Us?

Industry Leader.

• Inclusive & collaborative culture. 

Top Workplace USA.

Top Workplace Iowa.

• Charity and community involvement. 

Outstanding advancement opportunities.

Ongoing career development.

Benefits

Competitive pay, great benefits and vacation time. We are an equal opportunity employer with benefits including medical, dental, life insurance, disability, 401(K) with company match and paid parental leave. 

Our Commitment

LCS creates living experiences that enhance the lives of seniors. You’ll see this commitment in our people. They’re talented, dedicated professionals who truly care about residents, with each conducting his or her work with integrity, honesty and transparency according to the principles of LCS. We strive to help every community succeed—strengthening available resources, establishing proven practices that lead to long-term growth and value for those living in, working for and affiliated with the community. Check us out on our website: https://www.lcsliving.com

Additional Information

Travel frequency: 0-10%

Estimated Salary: $57,000 - $71,000

The actual title & salary will carefully consider a wide range of factors, including your skills, qualifications, experience, and other relevant factors. 

A POST-OFFER BACKGROUND CHECK, INCLUDING REFERENCES IS REQUIRED.

LCS IS AN EQUAL OPPROTUNITY EMPLOYER.