Responsibilities

• Member Journey and Experience Strategy
• Maintain a clear understanding of the end-to-end member journey, from initial outreach and recruitment through onboarding, ongoing participation, education, re-engagement, and future opportunities.
• Create journey maps, communication plans, and experience strategies that reflect members’ needs, questions, motivations, and potential barriers at each stage.
• Collaborate with member experience to identify gaps, friction points, and inconsistencies in the member experience, and work across teams to recommend and implement improvements.
• Ensure that communications and experiences feel coordinated, relevant, and consistent, even when different teams own individual touchpoints.
• Translate organizational goals into member-centered experiences that help people take the next appropriate action.
• Serve as a champion for the member perspective in marketing, operational, and digital initiatives.
• Content Strategy and Development
• Lead the development of clear, engaging, and trustworthy member-facing content across channels and formats.
• Write, edit, and oversee content for email, SMS, web pages, landing pages, member portals, FAQs, educational resources, call scripts, direct mail, welcome materials, and digital and printed collateral.

Requirements

• Meaningful healthcare experience is required. Relevant backgrounds may include clinical research, health plans, digital health, patient support programs, healthcare services, pharmaceutical organizations, health systems, or other regulated healthcare environments.
• Demonstrated experience developing and improving customer, patient, or member journeys.
• Strong content marketing background with excellent writing, editing, and storytelling skills.
• Experience creating consumer-friendly content from complex healthcare, scientific, clinical, or operational information.
• Experience developing lifecycle programs across email, SMS, web, portals, direct mail, or other owned channels.
• Working knowledge of CRM, marketing automation, content management, analytics, and campaign management platforms.
• Experience with audience segmentation, personalization, triggered communications, and campaign testing.
• Strong data literacy, including the ability to interpret performance data, identify patterns, and turn insights into recommendations.
• Experience partnering with digital, website, creative, design, data, technical, operational, and compliance stakeholders.
• Understanding of health literacy, accessibility, privacy, consent, clinical research , and healthcare communication requirements.

Benefits

• Paid Time Off (PTO) and Company Paid Holidays
• 100% Employer paid medical, dental, and vision insurance plan options
• Health Savings Account and Flexible Spending Accounts
• Bi-weekly HSA employer contribution
• Company paid Short-Term Disability and Long-Term Disability
• 401(k) Retirement Plan, with Company Match