The User Experience/Content Manager, Digital is responsible for developing and maintaining digital communications throughout the customer journey. This role is responsible for collaborating with internal and external stakeholders to understand customer journey requirements and define the communication roadmap across website, email and text channels. The Manager will establish a communication governance structure and develop documentation of consumer experience journeys to enable consistency across the organization. The Manager will work with internal stakeholders to develop consumer journey maps through various online and offline channels in order to support marketing while increasing brand equity and online awareness.
Develop and implement Consumer Journey and Consumer Lifecycle communications Collaborate internally and externally to ensure optimization of customer experience communications
Perform content and user experience analyses including but not limited to: content inventories, content audits, and competitive and comparative audits
Use information architecture (IA) and content hierarchy to organize content into understandable structures and user experiences.
Create and administer the customer experience governance process that provides for submissions of changes and proper approvals
Identify opportunities to improve the customer experience and identify customer pain-points and challenges
Iterate on content solutions, based on data insights with the goal of continuous improvement
Inform decision-making through the creation of consumer-centric tools such as journey maps and personas
CHRISTUS HEALTH is an international Catholic, faith-based, not-for-profit health system comprised of almost more than 600 services and facilities, including more than 60 hospitals and long-term care facilities, 350 clinics and outpatient centers, and dozens of other health ministries and ventures. CHRISTUS operates in 6 U.S. states, Colombia, Chile and 6 states in Mexico. To support our health care ministry, CHRISTUS Health employs approximately 45,000 Associates and has more than 15,000 physicians on medical staffs who provide care and support for patients. CHRISTUS Health is listed among the top ten largest Catholic health systems in the United States.