Marketing Manager

Job Details

Job Description

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 BUs 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.

Work Shift

Worker Sub Type

Employee Entity

Primary Location Address

Nationally ranked Jefferson which is principally located in the greater Philadelphia region Lehigh Valley and Northeastern Pennsylvania and southern New Jersey is reimagining health care and higher education to create unparalleled value. Jefferson is more than 65000 people strong dedicated to providing the highest-quality compassionate clinical care for patients; making our communities healthier and stronger; preparing tomorrows professional leaders for 21st-century careers; and creating new knowledge through basic/programmatic clinical and applied research. Thomas Jefferson University home of Sidney Kimmel Medical College Jefferson College of Nursing and the Kanbar College of Design Engineering and Commerce dates back to 1824 and today comprises 10 colleges and three schools offering 200 undergraduate and graduate programs to more than 8300 students. Jefferson Health nationally ranked as one of the top 15 not-for-profit health care systems in the country and the largest provider in the Philadelphia and Lehigh Valley areas serves patients through millions of encounters each year at 32 hospitals campuses and more than 700 outpatient and urgent care locations throughout the region. Jefferson Health Plans is a not-for-profit managed health care organization providing a broad range of health coverage options in Pennsylvania and New Jersey for more than 35 years.

Jefferson is committed to providing equal educational and employment opportunities for all persons without regard to age race color religion creed sexual orientation gender gender identity marital status pregnancy national origin ancestry citizenship military status veteran status handicap or disability or any other protected group or status.

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 diemcolleagues adjunct faculty and Jeff Temps) have access to medical (including prescription) insurance.

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