Member Experience Coordinator

Golden Valley Electric Association•Fairbanks, AK

1d•Onsite

About The Position

Join Golden Valley Electric Association as the Member Experience Coordinator in Fairbanks, Alaska, and help shape every interaction our members have with GVEA. In this exciting role, you'll lead initiatives that evaluate, improve, and strengthen the member experience across the cooperative. Working closely with departments throughout the organization, you'll help ensure every touchpoint in the member journey is consistent, supportive, and positive while using member feedback and data to drive meaningful improvements. With a competitive starting salary of $88,183 annually, DOE, Grade 11 , this position offers the opportunity to influence organizational culture, improve member satisfaction, support employee development, and strengthen GVEA's reputation throughout Interior Alaska. You will have access to excellent benefits, including a defined pension, 401(k) match, Health Insurance, Life Insurance, Short- and Long-Term Disability, Annual Leave, Wellness Program (including fitness reimbursements), and Tuition Reimbursements . Join a forward-thinking organization where your leadership will help strengthen compliance, reduce risk, and support reliable service across Interior Alaska. A little about us GVEA is an electric cooperative that owns and maintains 3,491 miles of transmission and distribution lines, 35 substations, and 9 generating facilities. Our system is interconnected with Fort Wainwright, Eielson AFB, Fort Greely, Clear Space Force Station, the University of Alaska-Fairbanks, and all electric utilities in the Alaska Railbelt, which extends from Homer to Fairbanks. Powering the Interior of Alaska, GVEA contributes to the economic, environmental, and social viability of our communities. YOUR ROLE AS THE MEMBER EXPERIENCE COORDINATOR As the Member Experience Coordinator at Golden Valley Electric Association, you'll lead efforts to improve the overall member experience by working with departments across the organization to ensure every interaction is positive, consistent, and member-focused. In this role, you'll use member feedback, survey results, and performance data to identify opportunities for improvement, enhance service processes, and help resolve member concerns. You'll also develop strategies and resources that strengthen customer service, support employee coaching, and promote service excellence throughout the cooperative. You'll contribute to public relations efforts by supporting member communications, community outreach, internal communications, and communications during power outages. You'll also help create engaging print and digital materials that keep members and employees informed. This is an opportunity to make a meaningful impact by improving the member experience, strengthening relationships with our members, and helping GVEA continue to deliver exceptional service to the communities we serve.

Requirements

Bachelor's degree in Business Management, Communications, Marketing, or a related field (or equivalent experience)
Five years of experience in customer service, communications, or a related field
Knowledge of marketing, communications, and public relations principles
Strong customer service, leadership, and relationship-building skills
Excellent written, verbal, presentation, and proofreading abilities
Strong analytical skills with the ability to interpret data and identify trends
Experience developing procedures, training resources, and process improvements
Proficiency with Microsoft Office and experience creating professional communication materials
Valid driver's license

Nice To Haves

Three years electric utility experience, preferred

Responsibilities

Lead efforts to improve the overall member experience by working with departments across the organization to ensure every interaction is positive, consistent, and member-focused.
Use member feedback, survey results, and performance data to identify opportunities for improvement, enhance service processes, and help resolve member concerns.
Develop strategies and resources that strengthen customer service, support employee coaching, and promote service excellence throughout the cooperative.
Contribute to public relations efforts by supporting member communications, community outreach, internal communications, and communications during power outages.
Help create engaging print and digital materials that keep members and employees informed.