Organization Summary:

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CaringBridge is a nonprofit 501(c)(3) organization offering free personalized websites to those wishing to stay in touch with family and friends during significant life events. Our mission is to bring together a global community of care powered by the love of family and friends in an easy, accessible and private way.

Primary Duties and Responsibilities:

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• Investigates and researches current touch points and user processes. Supports the implementation of new or modified user-centric processes that support a superior experience for CaringBridge users.
• Supports the organization and their initiatives to ensure a consistent and effective user experience for authors and visitors.
• Supports the experience for our users as it applies to the organization’s website or marketing/communication campaigns.
• Supports the design and verifies best practices for program website work flow and presentation, from a user perspective.
• Supports the development and communication of CaringBridge user “personas” communication and technology initiatives. Champions the needs of these users.
• Implements measurements to reflect the effectiveness of CaringBridge user touch points.
• Provides insight through research on several levels, presenting analysis and recommendations for continuous improvements to the CaringBridge user experience.
• Coordinates user-driven research to analyze satisfaction, as well as soliciting to understand CaringBridge user (various key user profiles) needs and wants.
• Continue to stay current on the online customer management marketplace: trend awareness, industry best practices, innovations, available technologies and how these could be used at CaringBridge.
• Conducts competitive reviews for user experiences, providing analysis and reporting of the competitive landscape.
• Supports the consistent “voice of the customer” through various program initiatives/projects. May be the business sponsor of a given project if appropriate.
• Establishes and sustains interactive relationships with external vendors and contacts to result in favorable networks to support the current and future goals of the organization and to benchmark practices/results to maximize organizational effectiveness.
• Provides fiscal support for the department by providing input for the departmental budget and manages within budget parameters to ensure financial benchmarks are met and proactive course correction is taken when necessary.
• Keeps manager informed of important developments, potential problems, and related information necessary for effective management. Coordinates/communicates plans and activities with others, as appropriate to ensure a coordinated work effort and team approach.
• Performs related work as apparent or assigned.

Experience and Qualifications:

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To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals to perform the essential functions.

• Bachelor’s degree or equivalent in marketing, analysis, customer service or related field.
• 3-5 years of experience in user-focused position or similar responsibility.
• Experience doing research in support of the creation of strategies and tactics.
• Ability to map out current user processes and create new processes to support increasing user expectations.
• Significant exposure to internet/web-based services preferred.
• Strong self-starter with a record of success.
• Strong collaboration and teambuilding skills.
• Excellent organizational and planning skills.
• Excellent understanding of the diverse needs of internet users.
• Ability to cope with the rapid pace and constant change associated with the industry.
• Ability to successfully manage numerous projects simultaneously.
• Thorough knowledge of Microsoft applications and Web based services and usage.
• Ability to communicate effectively, both orally and in writing with personnel and outside contacts.
• Ability to travel 10% when necessary.

To Apply:
To respond to this opportunity, please send your resume and salary requirements to: jobopenings@caringbridge.org

or

CaringBridge
Attention: HR
1715 Yankee Doodle Rd. Suite 301
Eagan, MN 55121