Jessica Raab Email & Phone Number

Develops and documents thorough digital strategies grounded in current state business evaluation, consumer research, Voice of the Customer feedback, competitive analysis, and technology or vendor considerations.Understands target audiences' needs, tasks, and goals, and evaluates these against current state satisfaction and engagement metrics.Operates within Agile methodology from pre-intake through completion for backlog maintenance and prioritization associated with digital programs.Conducts research about new technologies, capabilities, and trends and determines relevant impacts to monitor parity by digital capability within market.Drives business case development, feature prioritization and evaluation of capabilities to competitively enhance digital applications, including determination of ideal state strategic vision and support of Request for Proposal process.Serves as the program owner for comprehensive digital programs including prioritizing initiatives, determining timelines for in-progress or planned work, socializing risks or dependencies, and managing program backlog items.Manages hygiene and accuracy of current state digital tools and products portfolio, with subject matter expertise level of understanding by constituency.Applies lifecycle management methodology to digital products grouped within digital program from post launch and through optimization, ensuring that the products/tools perform as expected and remain relevant to the needs of the user/constituent.Responsible for the successful completion high-quality digital strategies annually based on strategic priorities, proactive project planning, and identified opportunities for innovation or experience enhancement.Mentors less-experienced team members on strategy development process and execution; provide high-quality examples of how to structure each portion of a digital strategy.Works with analytics team to define success metrics, monitor and optimize the digital experience.

Collaborated cross-functionally to define and align on the enterprise-wide outreach & engagement strategy. Ensured all outreach & engagement strategies understand and apply customer centric guiding principles in the design, documentation and implementation of their outreach plans.Assisted in reviewing and editing written customer materials to accomplish the best customer experience.Developed, documented, lifecycle managed and shared the enterprise-wide outreach & engagement strategy with stakeholders.Understood Voice of the Customer research and related feedback loops, pain points and prioritization and contributes frontline feedback to those processes.Maintained a holistic understanding of the end-to-end experience of our customers across all lines of business and participated in activities that influences the strategies to enable those experiences.Maintained a deep knowledge of resources within the health plan and beyond to assist with escalations and service needs.Identified, investigated and elevated experience trends to appropriate parts of the business and is a hands-on conduit for human-centered design and research with the CX teamPlayed an active leadership role on strategic projects. Acted as subject matter expert or/and business lead with member communication experience projects and initiatives.Developed and maintained enterprise outreach standards and ensures outreach pieces meet the standards.Developed and reported on KPIs and ROI measurements for CX outreach.Managed day-to-day operations of a team of outreach specialists to ensure customer needs are met.Shared information about outreach and engagement efforts with leadership and other business units.Responded to pressing priority activities to urgently improve member experience.Informed leadership of any barriers existing from members across lines of business related to the intended experience to influence improvement plans, strategic initiatives and line of business strategies.

Boulder, Colorado, United States

Developed integrated, multi-platform engagement strategies and cross-functional team architecture. Led teams in relationship and technological improvement processes by examining workflows, information flows and data opportunitiesServed as subject-matter expert and operational professional for internal and external communications and engagement management; developed metrics for reporting traffic, audiences, satisfaction and information needs. Oversaw brand contact center team, coordinating communications across multiple modalities to improve customer satisfaction and the organization’s reputation.Coordinated with campus units, public information officers and others on questions and concerns; mapped feedback into process and communications improvements.Communications liaison for the Pandemic Response Office responsible for planning, writing and coordinating operational COVID-19 messaging.

Boulder, Colorado

As team lead and program manager, I provided direction and control over work unit priorities and team members. I problem-solved in collaboration with the senior director of campus communications, as well as with team members, and coordinated service and support priorities for the unit. I assessed and synthesized patterns in requests and issues, and used this information to guide collaborative work with the team, support entities and the vendor as necessary. I was also the back-up JIC manager for campus emergencies. My role also included:Presenting the eCommunications platform and educating college/schools/departments on how using the tools and a coordinated communication strategy can improve engagement. Coordinating with other campus and system units to maintain a coordinated calendar of communications to ensure the highest possible level of engagement from targeted audiences, while reducing reader opt-outs.Ensuring accurate targeting of campus messages and compliance with campus policy and Federal law regarding digital communications.Deploying emergency communications, such as timely warnings via email or text alert, and campus-wide administrative messages. Creating emails, event registrations and manage email sends for various campus units who do not qualify for bulk tool access.Working with units to provide content advice, edits, and email messaging best practices.Providing technical support and training to those units that qualify for sending bulk emails or building event registrations.Creating static lists, dashboards, and dynamic queries to help ensure targeted email sends.

Boulder, Colorado

Created emails, event registrations and managed email sends for various campus units who do not qualify for bulk tool access. Provided technical support and training to those units that qualify for sending bulk emails or building event registrations.Acted as front-line customer service for support requests for email communications that are received through the University’s OIT support system or the system eComm helpdesk. Examples of troubleshooting included tracking down why users are not receiving emails, walking people through the email building process, or helping users send emails through the electronic communications tools. Worked with units to provide content advice, edits, and email messaging best practices. Coordinated with other campus and system units to maintain a coordinated calendar of communications. Ensured accurate targeting of campus messages and compliance with campus policy and Federal law regarding digital communications. Worked with identified data analysts to provide relevant metrics for assessing communications programs, communications audiences and engagement profiles. Created static lists, dashboards, and dynamic queries to help ensure targeted email sends. Reviewed the field of electronic communications and email marketing and provide case studies and best practices recommendations for University Communication colleagues and campus leadership.Deployed emergency communications, such as timely warnings via email or text alert, and campus-wide administrative messages.

Greater Denver Area

Managed digital email campaign process for the Enterprise Communications team. Compiled statistics and data, create editorial calendar, and worked with team members to make sure all requests are assigned. Coordinated, wrote, and sent digital email campaigns. Served as the communications lead for company-wide initiatives. Created content for meeting agendas, presentations, project road maps, internal memos, announcements, enterprise social media posts, summary documents, job aids, email campaigns. Lead meetings to discuss communication approaches and process. Handled urgent incident communications. Wrote client-facing letters and internal memos. Identified methods to streamline communications. Presented findings to project teams.

Greater Denver Area

Researched, designed, wrote, and edited client communications for company-wide use by synthesizing data from multiple subject matter experts to identify audience, impact on business units, and the appropriate communication method.Served as a liaison between newly acquired ancillary product ePlan Services’ management and Paychex management.Worked with ePlan Services management to create communications plans, and to update and create external communications to meet Paychex writing standards and style. Implemented tornado safety policy for ePlan Services faculty and staff.Wrote internal memos and procedures.Identified and implemented quality improvement processes to ensure communication efficiency.

Rochester, New York Area

Wrote and edited client letters, emails, and internal memos. Coordinated print production and delivery of client communications. Consulted with project managers to ensure that deliverables satisfied customer needs.Reviewed company communications to identify impact on existing documents in order to provide consistent product information to clients.Interfaced with a variety of departments and end-users such as Legal, Compliance, and Operational business units to develop documentation to support client experience.

Rochester, New York Area

Updated documentation to reflect product changes.Analyzed distribution reports to ensure adequate inventory was readily available.Researched and pursued alternative delivery methods.Worked with external printing vendors and internal print service; coordinated delivery.Provided cost-benefit analyses to business unit managers.

Reported and photographed local events; wrote book reviews.

Wrote, fact-checked and paginated local news and feature stories