Advisor, Customer (Supporter) Experience Design (P3)

Staff whose work requires or potentially could require any in-person interaction with Save the Children colleagues, partners, or beneficiaries must be fully vaccinated against COVID-19 unless otherwise required by law. Save the Children complies with federal, state, and local laws with regard to accommodations related to this policy.

Summary

The Advisor, Customer (Supporter) Experience Design will lead the development of best-in-class and innovative journeys to welcome, acknowledge, retain, upsell and cultivate existing Save the Children supporters. You will need to look across channels, audiences, messages and actions to assist with the creation of data-driven journeys that center around the supporter. A successful approach will help meet fundraising, advocacy and volunteer goals and deepen overall supporter commitment to Save the Children. You will need to work across divisions and departments and have a strong grasp of our current supporter base, our desired supporter base and the agency’s strategic objectives – contributing to strong and sustained growth across the marketing funnel – awareness, engagement, action, donations and loyalty.

What You’ll Be Doing (Essential Duties)

Supporter Journey Strategy and Development (60%)

• Stay abreast of industry trends, emerging technologies, and best practices related to customer and supporter journey development and apply relevant insights to enhance our supporter engagement efforts.
• Partner with analysts and research team to conduct thorough analysis of supporter lifecycles, segmentation, and personas to identify and define key segments, moments, touchpoints, and opportunities for tailored journey experiences.
• Maintain strong partnerships across the organization to build buy in, manage change and ensure effective working relationships.
• Develop and maintain framework for how to develop supporter journeys incorporating best practices, system requirements and channel and segment considerations.
• Work with digital marketing and technology teams to leverage and maximize benefits of Salesforce Marketing Cloud, CDP and other Martech tools for supporter experience design.
• Oversee efforts to catalog, visualize and socialize all existing and future-need supporter journeys including both online and offline touchpoints.
• In partnership with the Managing Director, lead the development and ongoing optimization of multi-channel journeys and experiences aimed at onboarding, upselling, retaining and reactivating supporters with input from channel managers, brand, research and product specialists.
• Engage and collaborate with key stakeholders to gather feedback, understand needs, and ensure that journey strategies align with supporter expectations and strategic priorities for the organization.
• Determine which segments to include in each journey and where and how journeys should intersect to create a seamless supporter experience.

Data Analysis and Optimization (20%)

• Work with the Managing Director and other key stakeholders to identify and utilize data-driven insights and metrics to continuously monitor and evaluate supporter journeys, identifying areas for improvement, optimization, and personalization to enhance supporter engagement, retention and conversion.
• In partnership with channel leads, analytics and research teams, implement A/B testing and experimentation methodologies to evaluate the effectiveness of journey components, iterate on strategies, and drive continuous improvement.
• Share supporter experience and journey development current state, best practices and opportunities within cross-divisional meetings

Content & Communication Planning (20%)

• Identify and socialize opportunities to align content and promotions across communications for a more seamless supporter experience.
• Serve as point of contact for broader supporter development team in integrated campaign and content planning working groups.
• Collaborate with content creators, marketing and research teams and communication specialists to ensure that journey content and messaging align with supporter needs, preferences, and organizational branding.

Required Qualifications

• Professional proficiency in spoken and written English
• Demonstrated commitment to fostering and maintaining an environment of diversity, inclusion, and belonging.
• Minimum of a bachelor's degree or equivalent experience, plus at least 5 years of relevant experience
• Demonstrated experience in customer or supporter journey design.
• Demonstrated success in consumer experience marketing with a focus on engagement, retention and maximization of lifetime value of customers/supporters.
• Extensive experience using marketing technology and automation platforms to deliver customer journeys and experiences.
• Demonstrated project management skills.
• Professional proficiency in data management, data analytics, customer segmentation and testing and optimization
• Demonstrated ability to communicate and collaborate effectively with individuals and teams at all levels, both internally and externally
• Detail oriented and highly organized
• Professional proficiency in MS Office suite

Preferred Qualifications

• Experience with Salesforce Marketing Cloud or similar marketing technologies
• Non-profit experience

Compensation

Save the Children is offering the following salary ranges for this position, dependent on candidate location:

• Geo 2 - Locations around the US National Labor Cost Average: Target Salary for this position is $76,500 – $85,500 base salary.
• Geo 1 - NY Metro, DC, and other locations with labor costs significantly above national average: Target Salary for this position is $84,150 – $94,050 base salary.
• Geo 3 - Locations significantly below the US National Labor Cost Average: Target Salary for this position is $68,850 – $76,950 base salary.

Actual base salary may vary based upon, but not limited to, relevant experience, base salary of internal peers, business sector, and geographic location. Employee may be eligible for an incentive program. Save the Children also offers paid vacation, accrued at least 12 days a year, depending on paygrade and length of service, paid safety and wellness leave of at least 1 day per month worked for a full-time employee which is pro rata reduced for employees working less than a full-time schedule, and at least 10 paid holidays a year. Employees may be eligible for additional bonus compensation. Save the Children US also offers outstanding benefits that include health, dental, vision and life insurances, short-term and long-term disability coverage, an Employee Assistance Program, a retirement savings plan with employer contribution, family leave, paid parental/adoption leave of 60 days, commuter benefits, paid caregiver leave days, 1 paid volunteer day a year, paid critical child illness leave days, dress for your day, and much more.

Why you should join the Save the Children Team…

Save the Children US offers outstanding benefits that include health, dental, vision and life insurances, short-term and long-term disability coverage, an Employee Assistance Program, 403(b), generous vacation, personal sick leave, family leave, parental/adoption leave, commuter benefits, dress for your day, and much more.

Click here to learn more about how Save the Children US will invest in YOU!

About Save The Children

No matter your role when you join Save the Children, each and every day you will challenge yourself to devote your skills, talent and expertise to changing the world for kids. It’s an ambitious goal, and a meaningful one no matter how you see yourself professionally: an accountant, a writer, a data analyst, a teacher, a driver, a designer, or any one of the hundreds of dozens of roles we’re looking to fill every day.

You see, Save the Children believes every child deserves a future. In the United States and around the world, we give children a healthy start in life, the opportunity to learn and protection from harm. We do whatever it takes for children – every day and in times of crisis – transforming their lives and the future we share.

Our work for children and their families requires that we commit—at every opportunity—to work together to identify and dismantle persistent systemic and structural racism, inequality, and any other forms of discrimination in this country and beyond. As an anti-racist organization, Save the Children will not tolerate discrimination in any form—in our employment practices, amongst our staff, in our leadership or toward the people we serve. We stand in solidarity with all people to fight for equal rights, justice, inclusion, and belonging.

We provide equal employment opportunities (EEO) to all employees and qualified applicants for employment without regard to race, color, religion, gender, gender identity or expression, ancestry, sexual orientation, national origin, age, handicap, disability, marital status, or status as a veteran. Save the Children complies with all applicable laws.

Save the Children is committed to conducting its programs and operations in a manner that is safe for the children it serves and helping protect the children with whom we are in contact. All Save the Children representatives are explicitly prohibited from engaging in any activity that may result in any kind of child abuse. In addition, it is Save the Children’s policy to create and proactively maintain an environment that aims to prevent and deter any actions and omissions, whether deliberate or inadvertent, that place children at the risk of any kind of child abuse. All our representatives are expected to conduct themselves in a manner consistent with this commitment and obligation.

Save the Children is committed to minimizing safety and security risks for our valued employees, ensuring all are given training, support and information to reduce their risk exposure while maximizing the impact of our programs for children and families. Our shared duty, both agency and individual, is to seek and maintain safe working conditions for all.