CX Specialist II (Hybrid)

Chicago, IL (Hybrid)

The American Medical Association (AMA) is the nation's largest professional Association of physicians and a non-profit organization. We are a unifying voice and powerful ally for America's physicians, the patients they care for, and the promise of a healthier nation. To be part of the AMA is to be part of our Mission to promote the art and science of medicine and the betterment of public health.

We continuously work to embed equity in our internal practices and are committed to increasing the diversity of our staff across all levels of the organization. We intentionally work to create the right conditions to enable our employees to feel that they can be their authentic selves and fully participate in the life of the enterprise.

We encourage and support professional development for our employees, and we are dedicated to social responsibility. We invite you to learn more about us and we look forward to getting to know you.

We have an opportunity at our corporate offices in Chicago for a CX Specialist II on our Marketing and Membership Experience team. This is a hybrid position reporting into our Chicago, IL office, requiring 1-2 times per month in the office.

This position is responsible for
creating and leveraging CX analytics to fuel impact, communicate results, and benchmark
AMA CX performance. Responsible for coordinating stakeholder collaboration and
CX tool utilization across the enterprise.

RESPONSIBILITIES:

CX Project Coordination and Communication

• Schedules monthly stakeholder meetings and user group sessions.
• Drafts the monthly meeting decks which reflect updated stakeholder project information, CX results, and data on emerging CX issues for prioritization.
• Handles post meeting follow-up (meeting notes, action items and action tracking) within set time frame.
• Uses VoC data and metrics to craft articles for AMA channels (AMAToday, MyConnection, Scoop, Yammer) to reinforce enterprise collaboration and CXOne impact.
• Plans and coordinates CX events (CX Forum, stakeholder expositions, stakeholder training)
• Crafts decks and articles for CX industry benchmarking and recognition.

CX System Support

• Collaborates with systems vendors on user system configuration i.e setting up system triggers.
• CXOne primary contact for UAT and product release testing using new automation tools (TestIM); validates test cases, supports TestIM configuration, executes tests that compare and validate automated to manual testing results, and continuously improves testing for product release.
• Coordinates CX recovery for ServiceNow, Zendesk, Quantum Metric, and customer surveys; and supports real-time monitoring and solutioning of friction.
• Promotes stakeholder use of CX customer design tools and systems (Quantum Metric, Speech Analytics, Zendesk, and ServiceNow), coordinates user access, documents configuration requirements, offers navigation and training support, and escalates complex needs to SMEs.
• Works with product owners and IT technical design and support teams to solve problems and monitors/shares results.

Continuous CX Improvement & Analytics

• Collaborates with Analytics team to make continuous improvements which evolve CXOne VoC data repositories, data visualization methods, and data release to stakeholders.
• Creates and distributes monthly CX dashboards on established timeframe (speech analytics report, digital platform CX Index, and digital monitoring heat maps).
• Synthesizes and embeds accurate and timely VoC data in stakeholder meeting decks and other communiction vehicles.

May include other responsibilities as assigned

REQUIREMENTS:

1. Bachelor's degree preferred or commensurate experience required.
2. Minimum 3 years experience coordinating customer experience improvement projects, monitoring quantifiable outcomes, and creating content for program amplification; experience using CX design tools preferred.
3. Minimum 3 years experience planning and coordinating complex projects involving multiple stakeholders, products, and services.
4. Requires autonomous planning, execution, and time management skills with ability to balance multiple tasks and priorities
5. Ability to work in a fast-paced remote or hybrid work environment with ability to learn quickly and adapt to evolving program requirements.
6. Experience using data to quantify problems, forecast outcomes, and demonstrate results.
7. Experience documenting technical systems requirements and training.
8. Experience supporting the configuration and testing of automation tools a plus.
9. Requires sound written and interpersonal skills, ability to adapt content for variety of audiences.
10. Attention to detail and analytic skills, ability to garner insights from data that result in process, technical or other improvements.
11. Team player with exceptional collaboration and problem solving skills; ability to effectively negotiate timelines and coordinate multiple projects across stakeholders.
12. Requires proficient use of Microsoft suite, remote meeting tools, databases, and digital platforms; ability to learn and use new technology effectively.

This role is an exempt position, and the salary range for this position is $72,706 - $96,390. This is the lowest to highest salary we believe we would pay for this role at the time of this posting. An employee's pay within the salary range will be determined by a variety of factors including but not limited to business consideration, geographical location, and internal equity, as well as candidate qualifications, such as skills, education, and experience. Employees are also eligible to participate in an incentive plan. To learn more about the American Medical Association's benefits offerings, please click here.

The American Medical Association is located at 330 N. Wabash Avenue, Chicago, IL 60611 and is convenient to all public transportation in Chicago.

We are an equal opportunity employer, committed to diversity in our workforce. All qualified applicants will receive consideration for employment. As an EOE/AA employer, the American Medical Association will not discriminate in its employment practices due to an applicant's race, color, religion, sex, age, national origin, sexual orientation, gender identity and veteran or disability status.

THE AMA IS COMMITTED TO IMPROVING THE HEALTH OF THE NATION