Health Care Service Corporation · 7 hours ago
Sr. Director Member Engagement
Chicago, IL
Full-time
Hybrid
Lead/Staff, Director/Executive
$147K/yr - $272K/yr
12+ years expHealth Care Service Corporation is a purpose-driven company that invests in employee professional development. The Senior Director, Member Engagement is responsible for leading the strategy for member communications, ensuring alignment with business objectives and enhancing member experience through integrated engagement programs.
Health InsuranceInsurance
Responsibilities
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
Qualification
Required
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
Preferred
Advanced degree such as Juris Doctor, MBA or MHA
Management consulting experience
Experience with budget management including managing outside consultants
Company
Health Care Service Corporation
Health Care Service Corporation is a customer-owned health insurance company.
10001+ employees
H1B Sponsorship
Health Care Service Corporation has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (198)
2024 (166)
2023 (132)
2022 (145)
2021 (73)
2020 (59)
Funding
Current Stage
Late StageLeadership Team
Manika Turnbull
Senior Vice President & Chief Human Resources Officer
Recent News
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