Communication Representative - Digital Communications

FirstEnergy at a Glance We are a forward-thinking electric utility powered by a diverse team of employees committed to making customers’ lives brighter, the environment better and our communities stronger.
FirstEnergy (NYSE: FE) is dedicated to integrity, safety, reliability and operational excellence.
Headquartered in Akron, Ohio, FirstEnergy includes one of the nation's largest investor-owned electric systems, more than 24,000 miles of transmission lines that connect the Midwest and Mid-Atlantic regions, and a regulated generating fleet with a total capacity of more than 3,500 megawatts.
About the Opportunity This is an open position with FirstEnergy Service Company, a subsidiary of FirstEnergy Corp.
[SC00] The Communications Representative, Digital Communications, is responsible for helping to execute the vision and strategy of FirstEnergy’s digital channels, including web, email and social media.
This position will play a key role in the redesign of FirstEnergy’s website, helping to translate the digital strategy into actionable tasks and overseeing a website backlog to ensure work is completed on schedule.
The Communications Representative will assist the Supervisor, Digital Communications, in delivering on the planned roadmap for the redesign of FirstEnergy’s website.
This role will work closely with cross-functional teams, including the Digital Factory, Customer Experience and IT, to help plan and prioritize web features, ensuring that they align with the digital strategy and brand standards and drive continuous improvement.
This role will also support execution of email and social media communications, helping to create consistency across digital channels, improve the customer experience and meet business objectives.
The successful candidate will have an agile and innovative mindset, embrace transparency and adaptability, and possess a passion to challenge the status-quo.
The ability to drive change and motivate others is key to thriving in this position.
Success in this role will require critical thinking, data analysis, communication and long-term strategic planning.
This position reports to the Supervisor, Digital Communications, in the Communications & Branding department.
While the reporting location for the position is in Akron, Ohio, the ideal candidate may work remotely.
Responsibilities include: Serve as a Product Owner (PO) for the Digital Communications team, ensuring actionable tasks are defined, mapped to the digital strategy and executed Create, maintain and prioritize the website backlog for the Digital Communications team Develop and streamline internal processes for the Digital Communications team and manage the tools required for these processes, including detailed process mapping Collaborates with web designers, developers and IT to help achieve a best-in-class digital experience Serves as the primary point of contact between cross-functional teams for planning of website work and eliminates conflicting priorities to the best of their ability Understands how to use multiple sources of data to help drive strategy Ensure that customers have a consistent experience when interacting with FirstEnergy’s digital channels Organizing, editing and writing content for all digital channels Develop and maintain a database of digital assets for use across various channels, including social media, website and marketing campaigns Engage in reviewing and releasing website content, including identifying communications/marketing needs and success factors and regularly engaging stakeholders Keeps the Supervisor, Digital Communications informed of all important milestones, risks and key decisions Design, develop and implement high-quality content and customer experiences within the Adobe Experience Manager platform Analyze data collected by Google Analytics to understand customer behavior and make recommendations for website optimization to enhance the customer experience and complete business goals Optimize digital strategy using real-time analytics to track, analyze and understand customer needs Create, plan and manage a content calendar to be used across all of our digital channels, designed to increase engagement with our customers and stakeholders Support planning, development and implementation of emails for customer communications Provide social media support as needed Provide support during large scale outages or other significant events as part of the External Communications Emergency Response Team, including during evenings and weekends as needed Serve as part of the External Communications after hours media on-call rotation, providing evening and weekend response for outage and other media inquiries Qualifications include: Bachelor's degree in Digital Marketing, Communications or related discipline Minimum 2 years relevant work experience required, including proven experience managing digital channels, product/service offerings and end-to-end customer experience/processes Ability to work independently as well as collaboratively with various groups in the organization Strong understanding of web development fundamentals Ability to work in an agile/scrum environment and continuously adapt to change; previous work in agile/scrum a plus Ability to define digital personas, user stories, epics and features Experience evaluating and applying website analytics for continuous improvement; Google Analytics experience highly preferred Good working knowledge of HTML Experience using website content management systems; Adobe Experience Manager (AEM) platform experience a plus Experience using and applying real-time site monitoring tools; experience using Quantum Metrics or Decibel a plus Possess and demonstrate good problem-solving skills and decision-making abilities Proficient in Microsoft Office applications (Word, PowerPoint, Publisher, Office 365, SharePoint) Ability to manage multiple projects and prioritize work Ability to develop effective working relationships with employees at all levels Benefits, Compensation & Workforce Diversity At FirstEnergy, employees are key to our success.
We depend on their talents to meet the challenges of our changing business environment.
We are committed to rewarding individual and team efforts through our total rewards philosophy which includes competitive pay plus incentive compensation, a company-sponsored pension plan, 401(k) savings plan with matching employer contribution, a choice of medical, prescription drug, dental, vision, and life insurance programs, as well as skills development training with tuition reimbursement.
Please visit our website at www.
firstenergycorp.
com to learn more about all of our employee rewards programs.
FirstEnergy proudly supports workforce diversity.
All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with a disability.
No recruiters or agencies without a previously signed contract.
Unable to sponsor or transfer H-1B visas at this time.
Safety Safety is a core value for FirstEnergy and is essential to all of our business activities.
We ensure employees have the tools, information, and processes to perform their duties in a manner that assures safety for themselves, their co-workers, our customers and the public.
Our goals are to provide a safe work environment, to maintain an accident-free, injury-free workplace, and to promote and maintain public safety.
To meet these goals, we dedicate ourselves to achieving world-class safety standards.
Position Classification Exempt FirstEnergy Human Resources Team