Senior Specialist, Member Experience
Company: Professional Diversity Network
Posted on: September 21, 2023
The American Hospital Association (AHA) is a national
organization that represents and serves all types of hospitals,
health care networks, and their patients and communities. The AHA
has two main offices, located in Washington, D.C. and Chicago. We
are currently seeking a Senior Specialist, Member Experience for
our downtown Chicago office.This position is a hybrid role (three
days in the office, two days working remote).
Starting base salary = $74,000 - 92,000 a year (commensurate with
The Senior Specialist, Member Experience designs and executes
targeted member outreach campaigns and voice of the member
strategies to build engagement and enhance members' perception of
value with AHA organizational members including hospitals and
health systems across the country.
In this role, they will develop member outreach strategies and
processes, and collaborate with a broad range of cross-association
colleagues to measure, achieve, and communicate engagement outcomes
and members' perception of value. This role will provide digital
communications support across multiple platforms and project
management for key member experience initiatives.
Member Outreach and Campaign Technical Support
- Manages a portfolio of member value outreach materials
supporting AHA organizational member account management.
- Develops and deploys digital campaigns to amplify existing AHA
content assets, increase member value, and achieve member contact
- Supports digital recruitment campaigns to increase membership
- Writes and edits copy, ensures regular updating to content
assets, and collaborates with communications team for creative
design and production.
- Provides project management, technical, and content analytics
- Maintains high-level competency in technology platforms
required to generate efficient, effective member outreach.
- Serves as liaison with other departments for data and list
efforts to support Grassroots advocacy campaigns.
Voice of the Member
- Proactively improves and modernizes the way in which the AHA
hears from, analyzes, and acts on, the voices of members in shaping
the AHA member journey.
- Directly facilitates collection of voice of the member (VOM)
intelligence through both interview and digital means. Defines
strategies to incorporate findings into account management and
communication outreach activities.
- Provides project management and results reporting for ongoing
voice of the member activities.
Member Health Index
- Serves as project manager for the Member Health Index (MHI), a
newly developed, custom-designed analytics framework for measuring
member perception of value.
- Responsible for regular review and reporting on aggregate MHI
trends, and for ensuring rapid response to risk indicators at both
the aggregate and individual member level.
- Leads training and provides 1:1 support to colleagues at all
levels about how to access, interpret, and act on the results of
Internal Team Communications
- Serves as primary content lead and administrator for internal
department SharePoint site.
- Identifies content, topics, and colleagues to feature in
internal team convenings to generate up-to-date awareness and
connections to member engagement opportunities underway across the
- Provide leadership in developing a content roadmap and
integrated calendar for organizational member events with other
We offer an excellent total compensation package, which includes
medical/dental coverage (PPO/HMO), vision care, life insurance,
short and long-term disability plans, 401(k), tuition
reimbursement, paid vacation/holidays/sick days, wellness programs
The American Hospital Association (AHA) is anEqual Opportunity
Employer. We evaluate qualified applicants without regard to race,
color, religion, sex, national origin, disability, veteran status,
and other legally protected characteristics. We will provide
reasonable accommodation for individuals protected by Section 503
of the Rehabilitation Act of 1973, the Vietnam Era Veterans'
Readjustment Assistance Act of 1974 and Title I of the Americans
with Disabilities Act of 1990. If, because of a medical condition
or disability, you need a reasonable accommodation for any part of
the employment process, please call (312) 422-3000 and ask for the
Director, Human Resources and let us know the nature of your
request and your contact information.
The AHA participates in the E-Verify Program. #LI-Hybrid
Equal Opportunity Employer/Protected Veterans/Individuals with
DisabilitiesThe contractor will not discharge or in any other
manner discriminate against employees or applicants because they
have inquired about, discussed, or disclosed their own pay or the
pay of another employee or applicant. However, employees who have
access to the compensation information of other employees or
applicants as a part of their essential job functions cannot
disclose the pay of other employees or applicants to individuals
who do not otherwise have access to compensation information,
unless the disclosure is (a) in response to a formal complaint or
charge, (b) in furtherance of an investigation, proceeding,
hearing, or action, including an investigation conducted by the
employer, or (c) consistent with the contractor's legal duty to
furnish information. 41 CFR 60-1.35(c)Work Experience*Healthcare
experience * Marketo experience. * NetForum and/or Salesforce
experience. *SharePoint administrator level experience. *Event
registration platform experience. * Jira and Smartsheet
experience.3 years: *Ideal candidate will have association
experience, or experience in team-based client service in a
business-business, mission-driven environment. *Experience with
digital marketing, content marketing, marketing research or
customer journey analytics. *Project management expertise. *Strong
writing skills. *Digitally-enabled campaign planning and
deployment. *Voice of Customer, Customer Experience or Customer
Analytics knowledge. *MS Office Suite experience required, with
strong excel competence. *AMS or CRM, email marketing platform, and
SharePoint experience required.EducationRequired:
Keywords: Professional Diversity Network, Chicago , Senior Specialist, Member Experience, Other , Chicago, Illinois
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