Customer Experience Strategist

Looking for a way to make an impact and help people? Join PacificSource and help our members access quality, affordable care! PacificSource is an equal opportunity employer.
All qualified applicants will receive consideration for employment without regard to status as a protected veteran or a qualified individual with a disability, or other protected status, such as race, religion, color, national origin, sex, sexual orientation, gender identity or age.
Diversity and Inclusion: PacificSource values the diversity of the people we hire and serve.
We are committed to creating a diverse environment and fostering a workplace in which individual differences are appreciated, respected and responded to in ways that fully develop and utilize each person’s talents and strengths.
Help advance the organization’s brand reputation through customer experience, ensuring that all consumer touch points reflect our goals of simplicity, convenience, and value.
Collaborate with departments and cross-functional teams to improve operational processes, organizational policies, and communications in order to meet or exceed consumer expectations in a retail business environment.
This highly collaborative, hands-on position interacts with all PacificSource departments and subsidiaries, and requires an individual who is self-motivated, confident, energetic, and able to consistently deliver creative and innovative ideas and solutions.
Essential Responsibilities: Lead and participate in cross-functional workgroups to improve the customer experience, including identification of opportunities, project planning and management, and reporting outcomes.
Develop and maintain processes to listen to consumers, track sentiment, report results, and escalate issues for resolution.
Oversee surveys, focus groups, online communities, and other relevant tactics as appropriate.
Assess needs and provide recommendations to internal customers on customer experience strategies, tactics, resource needs, and prioritization.
Collaborate with others in the development of consumer-facing communications to ensure they are simple, clear, and consistent with the PacificSource brand.
Participate in social networks where appropriate for our brand.
Author posts, articles, podcasts, videos, etc.
Create and maintain profiles on emerging social networks to protect and promote the PacificSource brand.
Ensure that PacificSource is participating effectively and being represented accurately in online conversations.
Actively contribute and advise on customer experience aspects of the organization’s brand development efforts through participation on committees and project teams.
Supporting Responsibilities: Use social media monitoring tools to monitor online conversations about our brand, our competitors, and our industry and to measure share of voice for PacificSource.
Develop reports and recommendations related to our online presence.
Conduct training sessions for PacificSource employees about our brand, values, customer experience initiatives, and other topics as requested.
Write, edit, review, and/or provide final sign-off on consumer-facing communications including forms, notices, letters, newsletters, online content, and e-communications.
Meet department and company performance and attendance expectations.
Follow the PacificSource privacy policy and HIPAA laws and regulations concerning confidentiality and security of protected health information.
Perform other duties as assigned.
SUCCESS PROFILE Work Experience: Five years of experience in corporate communications, marketing, or client service.
Three years of project management/leadership experience.
Three years of experience participating in social media on behalf of a brand.
Experience with training/facilitation, public relations, and healthcare preferred.
Education, Certificates, Licenses: BS or BA in business, communications, marketing, public relations, or related degree required.
Knowledge: Microsoft Word/Excel/PowerPoint; Wordpress preferred.
Thorough understanding of the social media universe including Facebook, YouTube, LinkedIn, Pinterest, Twitter, wikis, blogs, etc.
Competencies: Building Customer Loyalty Building Strategic Work Relationships Contributing to Team Success Planning and Organizing Continuous Improvement Adaptability Building Trust Work Standards Environment: Work inside in a general office setting with ergonomically configured equipment.
Travel is required approximately 5% of the time.
Skills: Accountability, Collaboration, Communication (written/verbal), Flexibility, Group Problem Solving, Listening (active), Organizational skills/Planning and Organization, Teamwork Our Values We live and breathe our values.
In fact, our culture is driven by these seven core values which guide us in how we do business: We are committed to doing the right thing.
We are one team working toward a common goal.
We are each responsible for customer service.
We practice open communication at all levels of the company to foster individual, team and company growth.
We actively participate in efforts to improve our many communities-internally and externally.
We actively work to advance social justice, equity, diversity and inclusion in our workplace, the healthcare system and community.
We encourage creativity, innovation, and the pursuit of excellence.
Physical Requirements: Stoop and bend.
Sit and/or stand for extended periods of time while performing core job functions.
Repetitive motions to include typing, sorting and filing.
Light lifting and carrying of files and business materials.
Ability to read and comprehend both written and spoken English.
Communicate clearly and effectively.
Disclaimer: This job description indicates the general nature and level of work performed by employees within this position and is subject to change.
It is not designed to contain or be interpreted as a comprehensive list of all duties, responsibilities, and qualifications required of employees assigned to this position.
Employment remains AT-WILL at all times.