Senior Specialist, Member Experience

Company: Professional Diversity Network
Location: Chicago
Posted on: September 21, 2023

Job Description:

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 related experience).
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 goals.
  
• Supports digital recruitment campaigns to increase membership market penetration.
  
• 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 support.
  
• 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 the MHI.
  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 association.
  
• Provide leadership in developing a content roadmap and integrated calendar for organizational member events with other cross-association events.
  BENEFITS
  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 and more!
  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: BachelorsPDN-9a0a9f5d-4efd-4bb9-ba57-0dc1d6d48c6b
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Keywords: Professional Diversity Network, Chicago , Senior Specialist, Member Experience, Other , Chicago, Illinois