Senior Manager, Member Experience

Job Description:

• Lead the strategy and execution of marketing programs that improve the member experience across every stage of the journey
• Maintain understanding of the end-to-end member journey from outreach and recruitment through onboarding, participation, education, re-engagement, and future opportunities
• Create journey maps, communication plans, and experience strategies
• Identify gaps, friction points, and inconsistencies and recommend and implement improvements
• Lead development of member-facing content across email, SMS, web pages, landing pages, portals, FAQs, educational resources, call scripts, direct mail, welcome materials, and collateral
• Translate complex healthcare, clinical, or research information into plain-language content
• Develop messaging frameworks, content calendars, templates, and standards
• Ensure content meets brand, health literacy, accessibility, privacy, regulatory, and compliance requirements
• Partner with Website, Digital, Patient Recruitment, Design, Data and Analytics, Lifecycle Marketing, Operations, Member Services, Clinical, Product, Technology, legal, and compliance teams
• Develop lifecycle communication programs supporting onboarding, education, participation, retention, re-engagement, and long-term member relationships
• Build or oversee automated and trigger-based communications, segmentation, personalization, testing, quality assurance, and deployment
• Coordinate communication timing and channel use across teams
• Apply CRM, marketing automation, content management, analytics, and campaign management platforms
• Translate journey requirements into audience logic, triggers, data needs, workflows, and platform requirements
• Use campaign, website, operational, and member feedback data to improve experiences
• Develop reporting requirements and dashboards with Data and Analytics
• Establish KPIs and measure engagement, key actions, onboarding progress, retention, re-engagement, satisfaction, and feedback
• Conduct or support member research, surveys, interviews, feedback collection, and voice-of-the-member activities
• Share insights and recommendations with cross-functional partners and senior leaders
• Lead complex cross-functional projects from strategy through implementation and measurement
• Develop project plans, briefs, requirements, timelines, and decision-making processes
• Communicate recommendations to technical and nontechnical stakeholders
• Stay current on healthcare marketing, member experience, lifecycle marketing, health literacy, privacy, and marketing technology practices

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
• Strong project management skills and ability to manage multiple initiatives, stakeholders, and deadlines
• Bachelor’s degree in marketing, communications, business, public health, healthcare administration, or a related field, or equivalent professional experience
• 7 to 10 years of progressive experience in marketing, member communications, lifecycle marketing, customer experience, or a related field
• Must be able to work remotely within the United States
• Care Access is unable to sponsor work visas at this time

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