• Design, develop and manage CX program initiatives to launch date. • Lead and collaborate with key internal functional teams or subject matter experts that are key to success of the program and generate results that align with the program objectives. • Work with the CX Analysts to identify, measure, and monitor CX or other success metrics to quantify the impact of new initiatives and ongoing business processes. • Collaborate with the Director of CX to identify necessary content and communications in support of the initiatives. • Oversee the creation of program-specific communications, digital assets, and member awareness campaigns working with copy team and digital execution team. • Develop program plans, milestone and status reporting and escalation process for each CX strategic initiative. • Adapt to changing business priorities, effectively multitasking to meet deadlines and deliver results.

• Support our strategic use of multi-channel media across the organization • Monitor trends and opportunities across social media platforms to identify opportunities for our organization to gain visibility on our key policy issues • Draft communication content (e.g. talking points) for staff to use to amplify our work • Stay up to date on how to best use our current social media platforms to maximize our audience reach • Coordinate our process to track media hits and maintain weekly analytics on earned and owned media • Maintain process to send our organization’s media clips each morning • Maintain systems to ensure accurate data for all required metrics, and draft data summaries to share progress with key stakeholders • Draft scripts for, produce, and edit videos to promote our work; including selfie-videos, short-form videos (up to two minutes), and long-form videos (up to five minutes) • Draft, and post blogs that promote our work and our policy expertise • Draft social media posts in alignment with our overall communication team strategy • Create graphics and motion graphics that are aligned with our branding • As needed, draft and edit additional media materials, including press releases, media advisories, statements, op-eds, letters to the editor, etc. • As needed, support other key communication work (for example: editing Instagram Lives, technical support with Zoom events, etc.) • Complete administrative tasks as needed • Perform other duties as assigned

• Support the development of high-quality briefing materials, written products, and training documentation in support of the Veterans Health Administration. • Translate complex policy, programmatic, and operational content into clear communications products for various stakeholders. • Collaborate with program managers, subject matter experts, and training leads to produce briefings, guides, and learning materials. • Ensure consistency of messaging, formatting, and branding across all briefing products. • Track deliverables and ensure products are completed on schedule and in accordance with quality standards.

• Develops annual internal and external strategic communication plans • Measures the effectiveness of communication plans • Oversees internal and external enterprise communication calendars • Maintains strategic focus on prioritization planning • Ensures a growing toolkit of do-it-yourself templates are available • Manages media relationships and provides first response to media inquiries • Drives the creation and implementation of multi-channel communication campaigns • Partners with various teams to develop and implement communications plans • Educates stakeholders on proper use of communication tools