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Customer Experience Strategist and Researcher

Company: Ball State University
Location: Muncie
Posted on: January 16, 2020

Job Description:

Posting Detail Information

POSTING NUMBER
201900552P

NUMBER OF VACANCIES
1

DESIRED START DATE
02/04/2020

POSITION END DATE (IF TEMPORARY)

OPEN DATE
01/09/2020

APPLICATIONS ACCEPTED THROUGH DATE
01/23/2020

OPEN UNTIL FILLED
No

INFORMATION REGARDING TRANSCRIPTS
The option to upload transcripts is available. Original, official transcripts showing the highest related degree earned is required at the time of hire (even if obtained at BSU). Degree verification will be conducted.

SPECIAL INSTRUCTIONS SUMMARY

Position Information

POSITION TITLE
Customer Experience Strategist and Researcher

ADDITIONAL INFORMATION

This position plays a key role in helping the university in understanding the needs and desires of prospective and current online students especially working adults seeking part-time study. Ball State s online programs routinely rank among the best in the nation. Our undergraduate and graduate degrees have earned top spots among online programs by U.S. News & World Report.

BENEFITS AND COMMUNITY
https://www.bsu.edu/about/administrativeoffices/humanresources/jobs/benefits-and-community/professional-staff

RELOCATION
https://www.bsu.edu/about/administrativeoffices/humanresources/jobs/working-at-ball-state/relocation

FLSA
Administrative Exemption

HRS/WEEK
40

LENGTH OF ASSIGNMENT
Full-Time At-Will

POSITION FUNCTION

The customer experience strategist and researcher for the Division of Online and Strategic Learning will drive transformational change through the development and execution of a customer experience strategy for online and adult learners at Ball State. This person is responsible for developing, implementing, and managing the communications related to a prospective student s journey from inquiry through matriculation, and supporting the division s student service team in relation to student retention efforts consistent with the University Marketing and Communications guidelines. This person works closely and collaboratively with the division s student success team, academic leaders, University Marketing and Communications, Admissions, and other employees across the university.

MINIMUM EDUCATION

Bachelor s degree from an accredited college or university.

MINIMUM EXPERIENCE

At least two years of experience in digital marketing, including working with a CRM, design, content creation or management, social media, or web/digital analytics.

MINIMUM OTHER

Excellent written and verbal communication skills and the ability to explain complex ideas or processes to a broad array of audiences. Strong analytical skills and data-driven thinking. Up-to-date with the latest trends and best practices in online marketing and measurement.

AUTHORIZATION TO WORK IN THE US
Candidates for searches must have current authorization to be employed in the U.S. without employer sponsorship.

PREFERRED EDUCATION

Bachelor s degree or higher from an accredited college or university in business, communications, information technology, marketing, media design, public relations, or related field.

PREFERRED EXPERIENCE

At least three years professional experience with digital marketing. Experience in higher education and knowledge of adult learners. Experience in maintaining and implementing features in the Slate CRM. Experience with usability and design thinking.

PREFERRED OTHER

Commitment to continuous improvement and innovation.

PRE-EMPLOYMENT SCREENING
Requires successful completion of a background check and education verification.

POSITION TITLE(S) SUPERVISED

Graduate Assistant

REQUIRED CERTIFICATIONS

EEO STATEMENT

Ball State University is an Equal Opportunity/Affirmative Action employer that is strongly and actively committed to diversity within its community. Women, minorities, individuals with disabilities and protected veterans are strongly encouraged to apply. All qualified applicants will receive equal consideration for employment without regard to race, color, religion, sex, national origin, age, disability, protected veteran status or any other legally protected status.

EEO/AA Employer/Veterans/Disabled.

ABOUT BALL STATE UNIVERSITY

Ball State University is located in Muncie, Indiana, on an attractive campus 45 miles northeast of Indianapolis. Approximately 22,000 graduate and undergraduate students enroll in one of 7 academic colleges that offer 120 undergraduate programs. We offer more than 140 master s, doctoral, certificate, and specialist degrees, with many of them ranking among the best in the nation. Ball State aspires to be the model of the most student-centered and community-engaged of the 21st century public research universities, transforming entrepreneurial learners into impactful leaders committed to improving the quality of life for all.

DEPARTMENT
Division of Online & Strategic Learning:173020

DEPARTMENT INFORMATION

DEPARTMENT EMAIL OR PHONE NUMBER
online@bsu.edu

Duties & Responsibilities

RANKING
1

JOB DUTY

Plan, execute, and consistently tweak/improve a customer journey mapping lifecycle to improve the experience of prospective students moving through the enrollment funnel, and touchpoints with online advisors through graduation; understand and map the current state of key student journeys and develop future state journeys that create seamless, world-class, omni-channel experiences for prospective and current students. This map will depict the ideal end-to-end student experience across multiple touchpoints and takes into consideration insights from customer research, business processes, and feedback from students and campus stakeholders.

Duties & Responsibilities

RANKING
2

JOB DUTY

Lead and implement strategies and campaigns for online and adult learners within the university s customer relationship management system (CRM). This includes serving as one of three Slate captains on the university s admission/customer relationship management team.

Duties & Responsibilities

RANKING
3

JOB DUTY

Campaign tracking, reporting, A/B testing, and make improvements to digital assets and other tactical elements to meet online marketing and enrollment goals.

Duties & Responsibilities

RANKING
4

JOB DUTY

Serve as a chief consultant on digital marketing efforts within the Division of Online and Strategic Learning by partnering with University Marketing and Communications.

Duties & Responsibilities

RANKING
5

JOB DUTY

Analyze data from campaigns and provide strategic, actionable recommendations on how to best meet business and/or enrollment goals and improve return on investment of marketing dollars and efforts. This includes, but is not limited to, tracking and evaluating the effectiveness of campaigns and websites using web and CRM analytics, internal reporting processes, information from vendors, and other measurement tools or resources.

Duties & Responsibilities

RANKING
6

JOB DUTY

Serve as a liaison with our digital marketing vendors and the digital marketing team within the university s centralized marketing and communications unit.

Duties & Responsibilities

RANKING
7

JOB DUTY

Lead training for campus partners in best-practice use of the CRM.

Duties & Responsibilities

RANKING
8

JOB DUTY

Proactively research and implement industry standards and best practices related to digital content, CRM; and the university s student retention solution (Aviso); ensure high quality and compatibility across devices and applications; and coach others on best practices in digital marketing tactics and strategies.

Duties & Responsibilities

RANKING
9

JOB DUTY

Continually evaluate new online marketing tactics and trends to increase online traffic, brand awareness, and user engagement; stay abreast of the latest best practices in digital marketing.

Keywords: Ball State University, Muncie , Customer Experience Strategist and Researcher, Other , Muncie, Indiana

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