Customer Engagement Strategist

At the heart of our Digital Engagement team is a simple belief: when people receive the right message at the right time, better health becomes possible. As a Customer Engagement Strategist, you will help shape experiences that guide customers to the care and programs they need—when they need them—improving health outcomes while lowering the total cost of care.

You will join a passionate, cross‑functional team of ambitious and compassionate experts who combine data, behavioral science, and modern marketing practices to drive meaningful behavior change at scale. This is a role for a strategic thinker who loves to test, learn, and grow—and who thrives in a fast‑moving, Agile environment.

Responsibilities

• Drive measurable behavior change by identifying, testing, and scaling high‑value customer engagement opportunities aligned to business, product, and digital priorities.
• Define customer‑centric, data‑driven engagement strategies, including target populations, use cases, channels, frequency, and success metrics.
• Design and map end‑to‑end, multichannel customer journeys across email, SMS, push, web, mobile, and offline touchpoints.
• Lead A/B/n experimentation by owning hypotheses, test briefs, measurement plans, and documented learnings.
• Partner closely with product, analytics, technology, and delivery teams to execute experiments from concept through launch.
• Build trusted relationships with cross‑functional partners to align strategy, remove obstacles, and accelerate impact.
• Translate insights into action by applying learnings to improve current campaigns and inform future strategies.
• Create clear internal documentation and communications that enable alignment, transparency, and shared learning.
• Manage approvals efficiently while maintaining momentum and quality.

Qualifications

Required Qualifications

• Minimum 5 years of experience in consumer or customer engagement strategy across multiple channels (email, SMS, push, direct mail, agent, web, and mobile).
• Experience in product marketing, customer relationship marketing, or a closely related discipline.
• Hands‑on experience designing and executing direct‑to‑consumer behavior change initiatives.
• Strong written and verbal communication skills, with the ability to influence across levels and functions.
• Experience working in Agile or rapid test‑and‑learn environments.
• Comfort partnering with data and analytics teams to support both campaign measurement and strategic planning.
• Working knowledge of behavioral science principles and how they apply to customer engagement.
• A collaborative, growth‑oriented mindset with a proactive approach to problem solving.

Preferred Qualifications

• Bachelor’s degree or equivalent practical experience (degree preferred, not required).
• Experience with tools such as Confluence, Jira, Figma, Aurelius, or Tableau.
• Familiarity with Customer Data Platforms (CDPs) or CRM tools such as Teradata, Redpoint Interactive, or Braze.
• Experience working closely with communications delivery and execution teams.