Member Experience Coordinator

Join Golden Valley Electric Association in Fairbanks, Alaska, and help shape every interaction our members have with GVEA.

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.

About the Role

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.

Responsibilities

• Lead initiatives to evaluate, improve, and strengthen the member experience across the cooperative.
• Collaborate with departments to ensure every touchpoint in the member journey is consistent, supportive, and positive.
• Use member feedback and data to drive meaningful improvements.
• Develop strategies and resources to strengthen customer service and support employee development.
• Support public relations efforts, including member communications, community outreach, internal communications, and power outage communications.
• Create engaging print and digital materials for members and employees.
• Identify opportunities for improvement and enhance service processes.
• Help resolve member concerns and promote service excellence.

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.
• Three years of electric utility experience (preferred).
• 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.

Skills

• Passionate about delivering exceptional customer experiences and building strong relationships.
• Analytical problem solver who enjoys turning feedback and data into meaningful improvements.
• Excellent communication and organizational abilities.
• Experience balancing strategic planning with hands-on execution.
• Initiative, creativity, attention to detail, and ability to communicate complex information clearly.

Benefits

• Defined pension plan.
• 401(k) match.
• Health Insurance.
• Life Insurance.
• Short- and Long-Term Disability.
• Annual Leave.
• Wellness Program (including fitness reimbursements).
• Tuition Reimbursements.

Pay

Competitive starting salary of $88,183 annually, DOE, Grade 11.

As part of your application, please submit one work sample that demonstrates your ability to improve the customer experience through communication, process improvement, training, data analysis, and/or problem-solving. Include a brief explanation describing your role in creating the work sample, the intended audience, the objective, and the outcome or impact (if known).