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Jen Fietz

Customer experience champion with 10+ years of marketing experience

professional experience

Feb 2015Present

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 2012Feb 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 2005Mar 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 2003Apr 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

Education

19941998

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