ESSENTIAL SKILLS & ABILITIES

• Ability to communicate effectively in written, oral, and digital formats
• Knowledge of HubSpot, Salesforce, AI, Sales/Marketing processes
• Knowledge of Verint, Speech Analytics a plus
• Ability to leverage analytics and process improvement methodologies (Six Sigma, LEAN) to provide a data-driven approach to user and customer experience improvements
• Experience with creating and using customer journey maps
• Strong written and verbal communication history including the ability to articulate ideas clearly and concisely in a variety of settings, adjusting the message to suit the audience
• Proven success in analytical and conceptual-thinking situations including solid financial management experience
• Proven ability to motivate, inspire, and lead a growing team in an ever-changing business environment
• Proven ability to successfully lead, collaborate cross-functionally to achieve business objectives
• Ability to synthesize large quantities of information, create linkages, and express complex concepts in a concise and audience-relevant manner
• Ability to think strategically, turning a long-term roadmap into reality
• Advanced skill with Microsoft Office (Word, Excel, PowerPoint, Outlook)

EDUCATION AND/OR EXPERIENCE

• Bachelor’s degree in Business, Marketing, or related field required; Master’s degree preferred
• 5-7 years’ progressive leadership experience with leading teams required
• 8-10 years’ of experience in customer-centric roles required
• Six Sigma, Lean, Agile, CX Certification, or PMP/other project management certification preferred

ESSENTIAL JOB DUTIES & RESPONSIBILITIES

• Assist with execution of prospect/new member experience strategy and vision for Sales/Marketing team; set clearly defined goals and the plans to achieve them; oversee their implementation and execution. Work collaboratively with the Member Experience Lead and other departments internally to deliver results.
• Work cross-functionally to map key end-to-end prospect journeys, reimagining what an optimal experience feels like for customers and employees in a digital-only world, and build/execute on a roadmap of initiatives leading to best-in-class expertise
• Assess the needs at each touchpoint in the prospect journey (response to marketing through first month share payment) while defining the experience required to ensure a seamless journey that will drive member adoption, utilization, and satisfaction with all CCM programs
• Understand and interpret prospect/new member experience measurements and develop needs and use cases through a customer journey into business requirements that will deliver great new member experiences resulting in improved member and overall organization results (i.e. Member Net Promoter Score and sales conversions %), including key benchmarks and measures of success
• Gain a first-hand understanding of how new members engage with the program across all touch points (prospect to new member onboarding) and draw conclusions to continually evolve, improve, and optimize new member engagement (who, what, and how of the journey)
• Drive KPI measurement, reporting, and consistency. You will be the key liaison to Business Analytics to develop dashboards. Provide clarity via data for revenue/bottom-line results across channels. Command strategic ownership and oversight of reporting for Sales/Marketing department. Automate these functions wherever possible working with Business Analytics
• Serve as part of the Marketing and Sales leadership team and report on key business and operational activities related to how we improve the overall prospect and new member experience while delivering on key KPI metrics
• Introduce relevant and value-add prospect/new member engagement functionality, and leverage appropriate emerging innovations as part of the overall member experience
• Participate in digital journey/transformation events; and identify, select, and incorporate innovative processes and programs into the CCM best practice approaches
• Understand all technology being used in experience and determine ways to better leverage tools to improve experience and increase conversion
• Understand the system for collecting, analyzing, and enabling action steps on the voice-of -customer feedback forums, member net promoter, relevant member pain points and exit member surveys in coordination with member experience, Business Analytics, and the sales/marketing teams to better support prospect/new member experience
• Ensure member feedback collection methods are fully integrated with the member communications strategies to optimize feedback rate while minimizing duplication of touchpoints. Develop ways to improve online review scores
• Build relationships and engage across the ministry to increase understanding of member needs, product functionality, and organizational capabilities and drive the issue resolution process and positive new member experience outcomes
• Develop and operate the leveraging of all available data, applying analytics and workflow to quickly react to new member experiences and initiate action to maximize member enthusiasm and syndicated survey results while minimizing costs
• Contribute to the exercise and expression of Christian Care Ministry’s Christian beliefs
• All other duties as assigned

SUPERVISORY RESPONSIBILITIES

• This job does not have supervisory responsibilities. However, building relationships/leading/influencing peers and leaders across ministry with influence will be key to success in this role.