Marketing Manager

Thomas Jefferson University • Philadelphia, PA

37d

About The Position

The Marketing Manager, Consumer & User Experience Design, plays a key role in shaping experiences across every touchpoint—online, in-person, and by phone—using Voice of the Customer insights and human-centered design principles. Reporting to the Vice President of Consumer Experience, this role analyzes customer feedback, maps consumer journeys, and provides experience design and digital UX blueprints that remove friction and elevate the consumer experience. A strong communicator and problem-solver, this role partners with cross-functional colleagues in marketing and technology and supports operational and experience leaders to ensure every interaction reflects the organization’s brand promise and builds trust and loyalty. By better understanding our consumers and delivering a consistent experience that surpasses their expectations, we can increase retention and word of mouth referrals and build loyalty that will have long-term operational, quality and financial benefits. (across all BU’s, health system, university, health plans): Consumer Insights & Journey Design Collaborate with Consumer Insights, Market Research and Experience Survey teams to leverage Voice of the Customer (VOC) data and qualitative/quantitative research to deeply understand consumers. Partner with marketing managers and business leaders to evaluate experiences and ensure the brand promise aligns with delivery. Recommend improvements to build trust and loyalty. Develop journey maps and personas to identify pain points and “moments that matter.” Design future-state experiences that reduce friction, introduce creative, human-centered solutions and elevate the overall experience. Validate experiences through methods such as secret shopping, ethnographic observation, and competitive analysis to uncover improvement opportunities. User Experience & Conversational Design Apply UX/UI principles to create user flows and design blueprints that make it easy for consumers to interact with Jefferson businesses. Partner with technology and digital marketing teams on problem-solving and implementation of user flows in digital channels. Manage the development of voice, tone and conversational design standards for digital interfaces, AI-driven interactions and customer service scripts to ensure clarity, empathy and brand consistency. Participate in initiatives that leverage CRM, AI, personalization and automation to improve and streamline engagement and experience across the consumer journey. CX Governance & Partnership Support the execution of CX strategy and governance frameworks, ensuring alignment with enterprise goals and integration across business units. Maintain strong partnerships with patient experience, member experience, student experience and colleague experience teams. Support a consumer-first culture by promoting empathy-driven service behaviors in partnership with HR, Learning & Organizational Development, and experience leaders. Ensure experience designs reflect human-centered principles and reinforce the connection between colleague actions and consumer trust.

Requirements

• Bachelors Degree in Human-Centered Design, Marketing or Communications Required

Responsibilities

• Collaborate with Consumer Insights, Market Research and Experience Survey teams to leverage Voice of the Customer (VOC) data and qualitative/quantitative research to deeply understand consumers.
• Partner with marketing managers and business leaders to evaluate experiences and ensure the brand promise aligns with delivery.
• Recommend improvements to build trust and loyalty.
• Develop journey maps and personas to identify pain points and “moments that matter.”
• Design future-state experiences that reduce friction, introduce creative, human-centered solutions and elevate the overall experience.
• Validate experiences through methods such as secret shopping, ethnographic observation, and competitive analysis to uncover improvement opportunities.
• Apply UX/UI principles to create user flows and design blueprints that make it easy for consumers to interact with Jefferson businesses.
• Partner with technology and digital marketing teams on problem-solving and implementation of user flows in digital channels.
• Manage the development of voice, tone and conversational design standards for digital interfaces, AI-driven interactions and customer service scripts to ensure clarity, empathy and brand consistency.
• Participate in initiatives that leverage CRM, AI, personalization and automation to improve and streamline engagement and experience across the consumer journey.
• Support the execution of CX strategy and governance frameworks, ensuring alignment with enterprise goals and integration across business units.
• Maintain strong partnerships with patient experience, member experience, student experience and colleague experience teams.
• Support a consumer-first culture by promoting empathy-driven service behaviors in partnership with HR, Learning & Organizational Development, and experience leaders.
• Ensure experience designs reflect human-centered principles and reinforce the connection between colleague actions and consumer trust.

Benefits

• Jefferson offers a comprehensive package of benefits for full-time and part-time colleagues, including medical (including prescription), supplemental insurance, dental, vision, life and AD&D insurance, short- and long-term disability, flexible spending accounts, retirement plans, tuition assistance, as well as voluntary benefits, which provide colleagues with access to group rates on insurance and discounts.
• Colleagues have access to tuition discounts at Thomas Jefferson University after one year of full time service or two years of part time service.
• All colleagues, including those who work less than part-time (including per diem colleagues, adjunct faculty, and Jeff Temps ), have access to medical (including prescription) insurance.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager