Member Engagement and Experience Manager

Role overview

Campaigns and communications

• Assist with lifecycle communications, onboarding journeys, benefit education, digital adoption, self-service adoption, and ongoing engagement materials.
• Coordinate channel deliverables across print, digital, email, mobile, web, direct mail, contact center, and pharmacy.
• Support planning, briefing, reviews, routing, approvals, QA, accessibility checks, compliance annotations, launch readiness, and version control.
• Help communications explain what audiences need to do, where to go, how to access support, and how to use services and realize value.

Coordination and measurement

• Maintain project trackers, calendars, asset inventories, approval records, audit artifacts, meeting notes, and status updates.
• Gather and summarize activation, engagement, utilization, adoption, NPS, satisfaction, and other experience metrics.
• Identify journey gaps, education needs, service navigation barriers, and opportunities to improve audience experience.
• Support templates, playbooks, content libraries, and AI-enabled workflow improvements with human review and governance.
• Manage multiple assignments with attention to detail, timely follow-through, and clear communication.

Required qualifications

• 7+ years in customer engagement, lifecycle or CRM marketing, customer or member experience, or integrated marketing communications.
• Experience in healthcare, health insurance, PBM, pharmacy, payer/provider organizations, or other highly regulated industries.
• Experience in banking, financial services, insurance, fintech, or healthcare consumer engagement environments.
• Hands-on CRM or marketing automation platform experience, such as Salesforce Marketing Cloud, Adobe Experience Cloud, Marketo, Eloqua, HubSpot, or similar.
• Experience managing omnichannel campaigns and supporting onboarding, adoption, retention, and customer education.
• Experience measuring engagement, adoption, utilization, retention, and satisfaction; knowledge of journey mapping, segmentation, and personalization.
• Knowledge of accessibility, content governance, QA, and regulated marketing reviews; familiarity with CX, VoC, NPS, and journey optimization.
• Exposure to AI-enabled marketing workflows, content operations, process automation, and campaign management tools.
• Stakeholder management across product, operations, analytics, creative, legal, privacy, compliance, and channel teams.

Preferred qualification

• Relevant certification in Digital Marketing, CRM, Marketing Automation, Customer Experience, or Project Management is preferred.