Customer Engagement Strategist-Hybrid

Customer Engagement Strategist

Overview:

The Digital Engagement team's goal is to drive behavior change and enable customers to access the health services they need, when they need them, to optimize health outcomes and lower cost of care.

The group is comprised of a cross-functional team of resources with deep domain expertise who leverage the Agile framework to manage healthcare customer communication projects of high value and high potential.

The Customer Engagement Strategist is an essential member of the Digital Engagement team and leads enterprise customer communication strategy, including new customer onboarding, feature updates, personalized offers & invitations to join specialty programs.

They are responsible for driving behavior change experimentation through highly personalized and targeted communications.

As an Engagement Strategist, you will be responsible to:


* Identify new opportunities as they relate to Digital Engagement team objectives and KPIs.


* Define customer-centric, data-driven strategies for each opportunity, including use case, targeted population, channel & frequency and measurement plan.


* Design multichannel campaign workflow and journey.


* Document scope, lead specific A/B/n tests, own hypotheses and test briefs.


* Drive end-to-end experiment execution with cross-functional team and maintain cross-functional alignment.


* Provide strategic direction from concept/test brief to launch/execution plan for the entire team.


* Manage learnings and insights; apply learnings to existing and future experiments and campaigns.


* Develop internal documentation and communication, which may involve conducting training sessions.


* Manage and obtain approvals.

Engagement Strategist required skillset:


* 6+ years experience in leading consumer engagement strategy and design across multiple channels (email, SMS, push, direct mail, agent, web and mobile experiences).


* Product marketing or customer relationship marketing background.


* Hands on experience of executing direct to consumer behavior change initiatives.


* Outstanding verbal and written communication skills and ability to communicate and influence across all levels of organization.


* Experience leading in Agile and rapid test and learn environment.


* Experience working with data and analytics teams, for both tactical campaign measurement and strategic planning.


* Knowledge of behavioral science principles.


* Excels in an interactive, collaborative environment with multiple matrixed partners.


* Creative, proactive approach to problem solving with a growth mindset.

Preferred skillset:


* Experience using Confluence, Jira, Figma, Aurelius, and Tableau


* Experience working with Customer Data Platforms and/or Customer Relationship Management tools such as Teradata, Redpoint Interactive or Braze.


* Experience working with communications delivery and execution teams.

If you ...