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Communications / Customer Experience Manager

Company: City of Boise
Location: Boise
Posted on: February 15, 2020

Job Description:

Enhances overall user experience and provides community outreach for the Boise Public Library system to ensure a world-class customer experience that reflects the needs of the community and connects citizens with library programs, resources, and services. Gathers and uses data to inform service enhancements and deeper engagement with the library. Works with a great deal of independent judgment and attention to detail within established guidelines.Oversees Boise Public Library communication and outreach efforts. Develops communication strategies and designs informational, educational and promotional material Posts information, monitors and responds to public feedback on social media. Updates and maintains website content. Writes press releases and coordinates response to media inquiries and interviews on behalf of the library or designates an appropriate spokesperson. Supports public programming and events with communication, display materials, and logistics. Provides resources and guidelines for internal and external communication. Manages the marketing and community relations budget. Works collaboratively with internal partners. Creates long-term strategic communication plans for the Library (both Main and Branch Libraries). Works with the graphic design, digital and social team to manage, protect and enhance the Library! brand. (60%)Enhances the physical user experience within the library system including participation in facility design, wayfinding and traffic patterns, working with demographics and finding solutions to meet special needs. Manages partnerships with community organizations and collaborative projects with library auxiliary groups. (20%)Uses a variety of public information gathering techniques including surveys, focus groups, workshops and other current and effective data gathering tools to identify community needs as it relates to library programs and services and enhances the user experience in response to this information. Works with department leadership to develop new services or service enhancements. Creates regular reports and data sets to asses and measure new initiatives. Stays current on library futures, trends and issues. (20%)Performs other duties as assigned. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this position at any time. Total Percentage = 100%

Keywords: City of Boise, Boise , Communications / Customer Experience Manager, Executive , Boise, Idaho

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