Member Experience Coordinator

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

In this exciting role, you'll lead initiatives that evaluate, improve, and strengthen the member experience across the cooperative. Working closely with departments throughout the organization, you'll help ensure every touchpoint in the member journey is consistent, supportive, and positive while using member feedback and data to drive meaningful improvements.

With a competitive starting salary of $88,183 annually, DOE, Grade 11 , this position offers the opportunity to influence organizational culture, improve member satisfaction, support employee development, and strengthen GVEA's reputation throughout Interior Alaska.

You will have access to excellent benefits, including a defined pension, 401(k) match, Health Insurance, Life Insurance, Short- and Long-Term Disability, Annual Leave, Wellness Program (including fitness reimbursements), and Tuition Reimbursements . Join a forward-thinking organization where your leadership will help strengthen compliance, reduce risk, and support reliable service across Interior Alaska.

A little 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.

YOUR ROLE AS THE MEMBER EXPERIENCE COORDINATOR

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.

WHAT YOU NEED TO BE SUCCESSFUL

To thrive in this role, you'll be passionate about delivering exceptional customer experiences and building strong relationships. You'll be an analytical problem solver who enjoys turning feedback and data into meaningful improvements while collaborating with employees across multiple departments.

The ideal candidate will have excellent communication skills, strong organizational abilities, and experience balancing strategic planning with hands-on execution. Success in this position requires initiative, creativity, attention to detail, and the ability to communicate complex information in a clear and engaging way.

Knowledge and skills required for the position are:

• 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 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

Note : 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. Please remove or redact any confidential or proprietary information before submitting. Include a brief explanation describing your role in creating the work sample, the intended audience , the objective , and the outcome or impact (if known). 

Please email your work sample to View email address on click.appcast.io

READY TO JOIN OUR TEAM?

We're looking for talented individuals like you to join our team and help us create exceptional experiences for every GVEA member. If you're passionate about customer service, collaboration, and making a positive impact in our communities, we'd love to hear from you! Please complete our online, mobile-friendly application and take the next step toward joining the GVEA team.

GVEA conducts pre-employment, post-offer drug/alcohol screening and background checks. Background checks will be conducted on all final candidates as deemed necessary. All offers of employment at Golden Valley Electric Association are contingent upon clear results of a drug/alcohol screening.