Customer Experience Communications Specialist - Two Chicks With A Side Hustle

Employer: Pacific Life

Job Description:

Pacific Life is investing in bright, agile and diverse talent to contribute to our mission of innovating our business and creating a superior customer experience. We’re actively seeking a talented Communications Specialist to join our Customer Experience Office (CXO) in Newport Beach, CA. This role can be on-site or 100% remote with an ability to travel to the Home Office a few times throughout the year as required.

As a Communications Specialist, you’ll play a key role in Pacific Life’s growth and long-term success by supporting the Program Manager of Operations and Communications to drive change and establish exceptional Customer Experience practices and solutions at the enterprise-level. You will fill a new role that sits on a team of 45 people in the Corporate division. Your colleagues will include fellow Customer Experience, Voice of the Customer, and Salesforce professionals. Our CXO is reimagining the end-to-end customer experience and believes this is an essential effort to create long-term value and establish the organization as a leading life insurance and annuity carrier. To continue delivering on this mission, the Communications Specialist will be part of a Program Office to support the CXO teams and the delivery of an integrated customer experience strategy across the enterprise, divisions, and lines of business.

How you will make an impact:

Develop and implement multi-dimensional communications and engagement strategies for the CXO to establish a broad reach and brand awareness and to showcase what it means to be a Customer Experience organization
Establish, maintain, and monitor communication plans and timelines for the CXO

Write and edit internal communications, marketing, and storytelling assets; arrange internal communications through multiple channels, including digital and print
Execute communication and engagement strategies to build awareness and reinforce knowledge with internal customers, stakeholders, and sponsors in alignment to our purpose and mission
Design and implement storytelling and presentation materials for the CXO; leverage existing branding/design systems and continue to enhance creative assets

Support the tracking and reporting of CXO communication and engagement activities to ensure transparency and visibility of deliverables
Refine or adjust CXO communications and engagement strategies as needed

The experience you will bring:

2 – 4 years of experience in communications, digital marketing, public relations or similar field along with a bachelor’s degree
Excellent writing skills and master storyteller; ability to take complex subject matter and distill it into easy-to-understand language
Experience in creating and managing internal communication strategies within organizations and leveraging analytics to measure effectiveness of meeting communication goals

Comfortable working with agile-based delivery models; ability to navigate complex projects with multiple impacted teams and divisions
Superior interpersonal and team-building communication skills; team-oriented and able to work in a collaborative environment
Excellent attention to detail and desire to learn new technologies and trends

In-depth knowledge of MS Office Suite (e.g., MS PowerPoint, MS Excel, etc.)

What will make you stand out:

Experience in the financial services industry with insurance experience

Hands-on experience with using any of these tools: Salesforce Marketing Cloud, Salesforce Community, Hubspot, Mailchimp, Figma, Mural, and Adobe Creative Cloud (Dreamweaver, Photoshop, Illustrator, etc.)
Experience with Voice of the Customer platforms, survey tools, analytics tools, and customer experience metrics
Familiarity with Change Management methodologies and concepts

Your Benefits Start Day 1

Your wellbeing is important to Pacific Life, and we’re committed to providing you with flexible benefits that you can tailor to meet your needs. Whether you are focusing on your physical, financial, emotional or social wellbeing, we’ve got you covered.

Competitive salary and benefits
Focus on maintaining a strong work-life balance, including six Rejuvenation days off in 2022

Generous Paid Time Off (PTO) and holiday pay
Medical, dental, and vision as part our commitment to investing in the health and wellbeing of our employees
Two retirement savings plans: 401k savings plan with company match and a 100% paid Company Retirement Contribution