Customer Experience Marketing Specialist

Job Description:

The Customer Experience Marketing Specialist for Select Health is responsible for supporting personalized member experience to drive retention and lifetime value. This remote/hybrid role delivers impact for consumers and the organization using data-driven Next Best Action (NBA) strategies in collaboration with the CX Manager and key contributors across multiple departments including Marketing, Analytics, Product/Sales, Service, and Clinical.

The Customer Experience Marketing Specialist is responsible for supporting member experience across the consumer lifecycle to drive retention and lifetime value using data-driven, 1:1 personalized Next Best Action (NBA) strategies that deliver impact for consumers and the organization.

• Facilitate NBA strategy development and execution that prioritizes and streamlines specific personalized journeys that include omnichannel NBAs and frictionless digital connections enabled through modularized content design and marketing technologies.
• Develop marketing and testing strategies for omnichannel marketing NBAs across targeted members and monitors live campaigns (evergreen, promotional, and test) and optimize as needed.
• Work collaboratively and independently as part of a cross-functional, remote team using agile workflow to drive completion of NBAs from discovery and feasibility through execution and measurement.
• Partners with UX, Copywriting, MarTech owners, Consumer Insights and Market Intelligence, and Automation specialists to ensure accurate and timely implementation of campaigns within Salesforce and other channels (email, direct mail, SMS, paid digital channels, outbound/inbound phone calls, websites, incentives, etc.) with quality checks and accurate tracking.
• Partner with business stakeholders, Analytics, Insights, to optimize end-to-end experiences to recruit new membership, drive better health outcomes, and lower consumer costs.
• Assist the CX Manager to develop and execute a strategic member experience journey that delivers multitouch, personalized guidance on digital and live channels to members from plan selection and onboarding to understanding benefits, finding care, accessing self-service tools and renewal.
• Apply data insights and measurement for strategic audience segmentation, frictionless experience pathways, optimized engagement and maximized conversion rates.
• Employ behavioral perspective to ensure each audience segment is receiving relevant, personalized, and timely messaging and nudges.
• Guide strategic use of marketing and communication channels to support, educate, and motivate members, providers, agents, and internal and external customers.
• Work collaboratively and independently as part of remote cross-functional teams.

Minimum Qualifications

• Bachelor’s degree or demonstrated experience in a related role or field
• Plus:
• Experience with data analysis and platforms to enable personalization strategy
• Strong project management and analytical skills and experience with reporting and data analysis
• Ability to manage multiple projects at the same time in a fast-paced environment
• Must be technically capable, an excellent communicator, have a desire to improve processes, and proven capabilities to build relationships with organizational stakeholders.
• Demonstrated experience in driving behavior change and behavior change marketing campaigns

Preferred Qualifications

• Five years of professional experience in a marketing role with focus on Customer Experience lifecycle management.
• Demonstrated experience using marketing technologies such as automation tools, content management platforms, and digital asset management.
• Familiarity with consumer journeys and experiences related to healthcare or health insurance.

Physical Requirements:

• Interact with others requiring the employee to communicate information.
• Operate computers and other IT equipment requiring the ability to move fingers and hands.
• See and read computer monitors and documents.
Remain sitting or standing for long periods of time to perform work on a computer, telephone, or other equipment.

Anticipated job posting close date:

04/03/2024

Location:

SelectHealth - Murray

Work City:

Murray

Work State:

Utah

Scheduled Weekly Hours:

40

The hourly range for this position is listed below. Actual hourly rate dependent upon experience.

$32.29 - $50.84

We care about your well-being – mind, body, and spirit – which is why we provide our caregivers a generous benefits package that covers a wide range of programs to foster a sustainable culture of wellness that encompasses living healthy, happy, secure, connected, and engaged.

Learn more about our comprehensive benefits packages for our Idaho, Nevada, and Utah based caregivers , and for our Colorado, Montana, and Kansas based caregivers ; and our commitment to diversity, equity, and inclusion .

Intermountain Health is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.