Jen Fietz

Customer experience champion with 10+ years of marketing experience

professional experience

Work History
Feb 2015 - Present

Operations Leader - Customer Experience

Plan Administrators, inc. 
  • Led and managed the team responsible for the overall 401(k) plan participant customer experience
  • Promoted a change in philosophy around online customer service - mobile first,  online chat and the effective utilization of site analytics
  • Led the charge around  the importance of effective & accurate data collection and its key role in the success of our organization
  • Responsible for the construction of a new, streamlined customer service website
  • Accountable for participant online registration & enrollment metrics
  • Accountable for overall participation & savings metrics
  • Responsible for the creation of an alerting feature that keeps customers engaged in their retirement journey
  • Responsible for the research, development and utilization analysis of online customer resources and tools
  • Responsible for the design of all printed customer marketing materials
Mar 2012 - Feb 2015

Marketing Manager

Plan Administrators, inc.
  • Led and managed marketing team activities to support the attraction and retention of 401(k) customers
  • Responsible for the  development and implementation of prospect marketing strategies
  • Spear-headed the redesign of the company website
  • Responsible for the design of all printed prospect marketing materials
  • Led the creation and introduction of a new retirement service
  • Conducted financial adviser research
Apr 2005 - Mar 2012

Senior Communications Specialist

Ameriprise Auto & Home Insurance
  • Social media strategic planning, client story development, content planning, daily social monitoring and posting
  • Client marketing strategy, execution and analytics
  • Client service outbound call unit strategy, team management and analytics
  • Interactive web strategy development and interactive agency management
  • Customer service website strategy, design, analytics and user testing
  • Responsible for reporting client marketing metrics and results to all levels of management
  • Manage client research initiatives including the JD Power & Associates Survey, and our internal research for client satisfaction and client exit research

Sep 2003 - Apr 2005

Director of Communications

Brown County Untied Way.

 Giving campaign marketing strategy, execution and results communication

  • Media relations including television, radio and print management
  • Monthly newsletter content and execution
  • Event planning for campaign-related events


1994 - 1998

Bachelor of Science - Communications

University of Wisconsin Stevens Point

Ability to leverage modern methods of communications in areas like advertising, marketing, public relations or promotions.

community engagement

  • Howe Neighborhood Resource Center Board of Directors
  • Old Glory Honor Flight Volunteer
  • Leadership Green Bay Graduate & Volunteer
  • De Pere School District Diamonds & Denim Event