Health Care Service Corporation

Senior Director, Member Engagement

Health Care Service Corporation

full-time

Posted on:

Location Type: Hybrid

Location: Chicago • Illinois • Texas • United States

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Salary

💰 $146,700 - $272,400 per year

Job Level

Senior

About the role

  • Define and lead the enterprise member engagement and communications strategy, aligned to business objectives, brand standards, and regulatory requirements.
  • Establish a member communications vision that spans channels (digital, print, email, SMS, in-app, etc.) and lifecycle moments.
  • Ensure communications are member-centric, personalized, and actionable, supporting improved experience and outcomes.
  • Design and implement a clear governance framework for member communications, including intake, prioritization, approval, and deployment.
  • Establish standards for content, cadence, channel usage, and segmentation to reduce noise and improve relevance.
  • Drive alignment across lines of business and functional teams to ensure a cohesive, enterprise approach to member engagement.
  • Serve as a key strategic partner to IT, ensuring alignment on platforms, data capabilities, and martech enablement.
  • Collaborate closely with the Stakeholder Experience team to ensure communications reinforce and enhance end-to-end member experience.
  • Partner with Product, Clinical, Operations, Compliance, and Business leaders to translate priorities into coordinated engagement campaigns.
  • Oversee development and execution of enterprise and priority campaigns, ensuring alignment to business goals such as engagement, retention, quality, and satisfaction.
  • Ensure campaigns are data-informed, outcome-oriented, and scalable across the organization.
  • Balance enterprise consistency with line-of-business needs and market nuance.
  • Define success metrics and KPIs for member engagement, including effectiveness and efficiency measures.
  • Use insights and performance data to continuously optimize messaging, channels, and timing.
  • Champion test-and-learn approaches to improve engagement outcomes over time.
  • Lead, mentor, and develop a high-performing member engagement team.
  • Foster a culture of collaboration, accountability, and innovation.
  • Act as a visible leader within the Marketing Division and broader enterprise.

Requirements

  • Bachelor’s degree (or 4 years’ direct related experience) PLUS 12 years diverse marketing, product or customer experience
  • 7 years of management/people leader experience
  • Experience leading customer insight programs with proven ability to generate new knowledge and approaches.
  • Experience working in organizations where customer understanding and segmentation, new product and service development and innovations are critical to growth.
  • Project management experience including implementation and planning skills.
  • Experience quickly developing high-quality, effective internal and external communications plans and products.
  • Clear and concise verbal and written communication skills including ability to interact with all levels, including senior executives; verbal, written and visual communications skills.
  • Negotiation, management, and strategic problem-solving skills.
  • Experience with foundational principles of customer experience and human-centered design.
  • Ability to build strong connections with people and teams; drive results by working across the matrixed environment; work directly with corporate leadership.
  • Overseeing the annual budget and allocating resources for various projects and operational needs.
  • Translating needs and initiatives into compelling business cases.
  • Conducting cost-benefit analyses to justify investments and ensure ROI.
Benefits
  • health and wellness benefits
  • 401(k) savings plan
  • pension plan
  • paid time off
  • paid parental leave
  • disability insurance
  • supplemental life insurance
  • employee assistance program
  • paid holidays
  • tuition reimbursement
  • other incentives
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer insight programsproject managementinternal communicationsexternal communicationscustomer experience principleshuman-centered designdata analysiscampaign developmentKPI definitionbudget management
Soft Skills
leadershipcommunicationnegotiationstrategic problem-solvingcollaborationaccountabilityinnovationmentoringrelationship buildingcross-functional teamwork