NEA Member Benfits

  • Senior Specialist, Member Experience

    Job ID
    2018-1045
    Category
    Information Technology
    Union Position
    Yes
  • Overview

    This position provides strategic planning and programmatic deliverables to simplify and enhance member experiences across the enterprise. Starting with a thorough understanding of the member experience strategy, the incumbent leverages data, member insights, and member feedback to create a prioritized list of activities that will lead to demonstrated business improvements.  Serving as a bridge between product marketing and member experience, this individual will establish oneself as a member evangelist and demonstrate how improving member experience leads to increased participation. This individual will use internal and external benchmarks and trends to identify and rationalize areas of focus, and use these insights to gain executive alignment and build consensus around strategic direction.

    Responsibilities

    • Develop, manage and refine member listening programs to enhance the organization’s in-depth knowledge of members, their needs and their behaviors. Lead the communication of the member listening program, both within the organization and with external stakeholders, including partners, agencies, affiliates, and board members. These efforts should communicate our areas of focus, improvements made and our overall progress in improving the member experience. Provide mentoring and support to colleagues, partners and agencies to increase MX and member listening expertise throughout the enterprise.  Serve as the primary stakeholder and consumer of the Brand Tracker and the MAP Panel, using, improving, and integrating both tools to improve member understanding and drive business improvements.
    • Develop and deploy a member journey prioritization framework to optimize member journey management across the organization. Lead cross-functional teams to map key journeys for the member at a high level, both current and future state, which will aide in prioritization and communication, as well as serving as a starting point for the journey owner. Create, maintain and monitor MX measures of success and journey level KPI’s that will be shared across the enterprise. Document all journeys, and continuously improve the journey management framework.
    • Based on prioritized recommendations from member listening program and journey mapping, develop actionable plans to address unmet needs. These plans should incorporate resource management, technology capabilities, funding, scalability and interdependencies. Recommended solutions may be required on or across any member touchpoint, including web, email, mobile, print, chat, or person-to-person. Develop and socialize clearly defined project goals and KPIs, create and document business requirements, and execute use cases and test cases as needed. Maintain a thorough understanding of all products, offers, and partner operations and compliance requirements in order to incorporate this understanding into MX improvement activities. Collaboratively challenge accepted ways of operating to drive innovation and continuous improvement.
    • Based on insights from member listening program and journey mapping and other member insights, lead development of MB’s personalization plan and work collaboratively with the member experience team to execute, track and test online personalization strategies. Working collaboratively with the manager of member knowledge, develop roadmap for MB Persona strategy. Develop recommendations for lifecycle contact and engagement plans, messaging frameworks, contact cadence, segmentation and targeting, behavioral triggers and other executional guidance. Share insights and recommendations with product marketing team for their evaluation and consideration for current and future marketing plans.
    • Provide mentoring and thought leadership on emerging CX trends and best practices.

    Qualifications

    The incumbent should possess and extensive body of knowledge in the area of member research, analysis of measured results, insights development, integrated Omni-channel marketing and strategy development. Formal training and/or experience with MX strategies and design is preferred but not required. At a minimum, a well-formulated desire and plan to translate past experience and future training into MX expertise is required.

    • BA/BS degree (or equivalent experience in lieu of degree can be accepted.)
    • Eight to ten years of experience leading successful business outcomes, with demonstrated experience in:
    • Developing, validating, and implementing of journeys
    • Digital marketing design and user experience mapping
    • Developing strategies
    • Personalizing digital marketing in an efficient and effective means
    • Analyzing business performance and developing longitudinal analytics.
    • Independently manage multiple projects to completion while working to timelines and within a highly regulated atmosphere.
    • Critically analyze results and make informed decisions that are justified with data and insights.
    • Confident group facilitation and persuasive public speaking skills
    • Proficiency with and understanding of Sitecore or other similar content management systems and Salesforce Marketing Cloud or other similar marketing automation platforms preferred.
    • Effectively communicate with various organizational levels, both internally and externally, and digest detailed information for the audience’s understanding.
    • Demonstrated proficiency with the standard software tool suite such as Unica, Spotfire, Google Analytics, MS Office, and Skype. This position will require expert-level use of Microsoft Excel.

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