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Member Experience and Service Enhancement Coordinator

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The Member Experience and Service Enhancement Coordinator will help carry out the organization’s customer experience (CX) initiatives and strategy. The Member Experience team will evaluate the members’ interactions with the Association while focusing on eliminating pain points, implementing seamless end-to-end as well as intuitive processes, and creating personalized engagement with members. This includes looking at phone and self-help interactions, products, services, communication vehicles, events, and any other touchpoints with the members.

The Coordinator will play an integral role by partnering with groups throughout the organization to utilize data, member feedback, and staff knowledge to drive projects focused on the member experience. This will include mapping the journey in various interactions to understand the user experience and opportunities for improvement, organizing projects to enhance usability with the phone system and navigation of the website, coordinating unit and user acceptance testing (for member-facing improvements identified by the team) for the phone system and web intake of the customer service helplines, helping design personalized experiences for member segments using data to inform email and other engagement activities, and ensuring that staff is equipped to use member information and experiences to inform their day-to-day roles at the organization. The Coordinator will work closely with the Member Experience Insights Manager (who is responsible for providing consumable data and metrics about member engagement for different touchpoints) to use data to ensure that the business engages in customer-first, data-driven decision making. The Coordinator will overlay data with the journey to draw conclusions and provide recommendations to continually refine and improve the member and employee experience.

Responsibilities

  • Collaborate with groups across the organization to design new personalized experiences and enhance current interactions with the Association for various member segments driven by data, member feedback, and staff knowledge.
  • Build out member journey maps to better understand the member experience across various services and touchpoints and identify opportunities for improvement.
  • Coordinate CX improvement initiatives for current and future products, services, and processes by working with stakeholders across the organization. Utilize data provided by the Insights Manager and execute projects with the Member Experience Director. Create seamless end-to-end experiences for the member that are intuitive.
  • Assist with standardizing member surveys for member interactions with the Association, including capturing member feedback for areas not currently measured or where gaps in data exist.
  • Facilitate learning and information sharing opportunities among staff to better understand what members experience as well as empathize with them. This includes leading staff educational sessions with members and assisting with finding/sending relevant industry news.
  • Participate in other impactful special projects for the Association as needed.
  • Perform other duties as assigned.

Minimum Education Required

  • Bachelor’s degree in Communications, Business or related field required

Minimum Experience Required

  • 3-4years of experience, preferably in a customer-facing role. 

Skills Required

  • Create a culture of customer centricity within group and company
  • Ability to work with data
  • Strong collaboration skills and ability to work with cross-functional teams including sharing ideas in a constructive and positive manner
  • Empathetic, intellectually curious, and customer centric
  • Critical thinker and problem solver with the ability to look at data, ask questions, and raise issues to the appropriate teams
  • Self-starter with the ability to work independently
  • Intermediate to advanced level in Microsoft Office (Outlook, Word, Excel, PowerPoint, etc.)
  • Excellent communication and presentation skills
  • Ability to function effectively in a variety of challenging situations and circumstances, including difficult project deadlines, demanding customers, tight budgets, and evolving goals and objectives.
  • Highly organized and dependable with high level of attention to detail
  • Excellent work ethic and attendance.
  • Consistency in giving feedback regarding work progress, timetable and issues.
  • Interest in learning about business intelligence tools (front or back end), diagramming, and/or data visualization tools preferred
  • Experience with developing journey maps and customer personas preferred
  • Knowledge various project management methodologies such as agile and waterfall preferred

 

Leading the Way...™ isn't just a slogan at the CALIFORNIA ASSOCIATION OF REALTORS® (C.A.R.)  As one of the largest state trade organizations in the United States, C.A.R. provides members with tools to help complete transactions, information to keep them nimble in the marketplace and a strong clear voice on the government steps in Sacramento. How do we do it? We start by hiring friendly, talented people committed to working toward those common goals.


Headquartered in sunny Los Angeles, C.A.R. offers business casual wear, an on-site exercise room, a health and wellness program including lunch and learns with guest speakers, a FitBit® program, and collaborative working areas.


What else?
Medical, dental, vision, vitamin reimbursement, 401(k), 11 paid holidays, and more.


C.A.R. staff stand by a set of core values that make us the best in the business. Take a look for yourself and see what we are all about
www.car.org.

 

For consideration - qualified applicants only please - submit cover letter and resume (in .doc, .docx, or .pdf format) to: [email protected].


C.A.R. and/or its subsidiaries and agents will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.

 

Sorry! Due to the heavy volume of resumes we receive, only candidates being considered will be contacted directly. We appreciate your interest in employment opportunities with the CALIFORNIA ASSOCIATION OF REALTORS®


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