Member Experience Specialist - Sales & Services

Job Overview

Working under minimal supervision, the Member Experience Specialist is responsible for managing social media channels to triage ratings and reviews and provide timely responses and solutions. Contribute towards continuous improvement in the member experience by tracking and trending feedback utilizing the Voice of the Customer program. Solicits member feedback and presents findings to internal teams to identify improvement goals to meet member needs, resolve problems, and generate new ideas for programs or services.

This role will also participate in the development and execution of critical and timely customer satisfaction surveys to evaluate and recommend operational improvements to member service processes; contribute towards strategic overviews; evaluate new data collection techniques; and manage relationships with internal and external stakeholders.

Compensation: Depends on experience and varies by location. 
 

California Compensation:

• The pay range for this position is $82,477 - $123,715 annually, depending on experience.
• This position is considered exempt for purposes of wage-hour law 

Colorado Compensation:

• The pay range for this position is $74,979 - $118,092 annually, depending on experience.
• This position is considered exempt for purposes of wage-hour law 

Nevada Compensation:

• The pay range for this position is $78,728 - $118,092 annually, depending on experience.
• This position is considered exempt for purposes of wage-hour law 

Washington Compensation:

• The pay range for this position is $74,979 - $112,468 annually, depending on experience.
• This position is considered exempt for purposes of wage-hour law 

Job Responsibilities

• Analyzes Voice of Customer data from multiple sources, identifying trends/patterns and distilling information into actionable strategic insights that drive improvements in customer satisfaction, reducing member complaints and driving a stronger customer experience
• Manages all complaints and maintains Wawanesa’s social media channels to triage ratings and reviews, provide timely responses and solutions to enhance our online reputation 
• Develops and enhances productive business relationships by liaising with internal and external stakeholders
• Defines activities in review and action planning sessions with various internal groups to address issues and opportunities identified through Voice of Customer research 
• Develops and contributes towards the configuration and implementation of data collection tools and enhanced survey responses through improved survey design
• Develops, maintains, and communicates information and reports on current issues, trends and best practices related to member experience
• Presents findings to internal teams to identify improvement goals to meet member needs, resolve problems, and generate new ideas for programs or services
• Maintain in-depth knowledge and understanding of different research methodologies and data analysis techniques as well as channel and industry best practices 
• Performs other related duties as assigned

Qualifications

• A bachelor's degree in marketing, communications, advertising, business management, or in a related field preferred
• At least 5 years' experience as a member experience specialist, or a similar customer support role preferred
• Extensive experience in gathering and interpreting member experience information
• Solid knowledge of online customer engagement platforms and channels
• Proficiency in MS Office, as well as CX and CRM software, such as InMoment
• Exceptional interpersonal skills and a member-centered approach
• Great organizational and time management abilities
• Superb communication, collaboration, and problem-solving skills
• Excellent presentation skills 

Benefits and Other Total Rewards Components Include:

• Medical, Dental and Vision
• Flexible spending accounts (FSA)
• Voluntary benefit plans – accident, hospital indemnity and critical illness
• Supplemental short and long-term disability benefits
• Life insurance
• Enhanced 401K plan
• Paid time off (PTO) accrued at 0.0693 hours/per hour worked to a maximum annual accrual of 18 days (135 hours)
• You will be eligible for Wawanesa’s annual bonus plan, entitled “Goal Achievement Plan” (GAP), that rewards employees for driving Wawanesa’s success.
• Tuition Assistance and much more

If you have questions about compensation and benefits, please contact our Human Resources department at 858-874-5404 or email SD_human_resources@wawanesa.com.