Senior Manager, Member Experience Marketing

Care Access is hiring a Senior Manager, Member Experience Marketing to lead marketing strategy and execution that improves the member experience across the full journey. The role develops member-facing content and lifecycle communications, coordinates experiences across owned channels, and uses data and cross-functional collaboration to improve engagement and outcomes.

Responsibilities:

• 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
• 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
• Translate complex healthcare, clinical, or research information into plain-language content that members can easily understand
• Develop content for different member segments, needs, and stages of the journey
• Create messaging frameworks, content calendars, templates, and standards that improve consistency and efficiency
• Ensure content follows brand, health literacy, accessibility, privacy, regulatory, and compliance requirements
• Partner with clinical, legal and compliance stakeholders to ensure communications are accurate and appropriate
• Balance organizational priorities with what is most useful, relevant, and meaningful to the member
• Partner with the Website and Digital teams to ensure that member-facing web experiences support the broader member journey
• Help define content, navigation, calls to action, and functional requirements for web pages, landing pages, portals, forms, and other digital experiences
• Work with Patient Recruitment to create a connected experience from initial outreach through screening, enrollment, onboarding, and ongoing member participation
• Work with Patient Recruitment to align recruitment and member communications so that expectations, messaging, and next steps remain consistent throughout the journey
• Partner with Design to produce engaging, accessible, and brand-aligned member materials
• Collaborate with Data and Analytics and Lifecycle Marketing to define audiences, develop segmentation strategies, measure performance, and identify opportunities for improvement
• Work with Operations, Member Services, Clinical, Product, and Technology teams to ensure communications accurately reflect the experience members will receive
• Coordinate communication timing and channel use across teams to avoid duplication, conflicting messages, or too many comms
• Develop lifecycle communication programs that support onboarding, education, participation, retention, re-engagement, and long-term member relationships
• Build or oversee automated and trigger-based communications based on member actions, milestones, preferences, and needs
• Determine the right message, channel, and timing for different stages of the member journey
• Develop thoughtful communication strategies for sensitive moments, service issues, delayed next steps, or changes to the member experience
• Create personalized and segmented experiences while maintaining appropriate privacy and consent standards
• Manage communication calendars to provide members with a cohesive experience across email, SMS, web, print, and other owned channels
• Continuously evaluate whether existing communications are helping members feel informed, supported, and confident about what comes next
• Apply working knowledge of CRM, marketing automation, content management, analytics, and related platforms to support member experience programs
• Partner with technical teams to translate member journey requirements into audience logic, triggers, data needs, workflows, and platform requirements
• Build or oversee campaign setup, segmentation, personalization, testing, quality assurance, and deployment
• Understand how member data moves across systems and identify data or integration issues that may affect the member experience
• Ensure communication preferences, consent requirements, and privacy standards are incorporated into campaign planning and execution
• Use campaign, website, operational, and member feedback data to understand behavior and improve experiences
• Develop clear reporting requirements and dashboards in partnership with Data and Analytics
• Turn data into actionable recommendations rather than simply reporting channel performance
• Establish goals and key performance indicators for member communications, lifecycle programs, and journey improvements
• Measure performance across areas such as engagement, completion of key actions, onboarding progress, retention, re-engagement, satisfaction, and member feedback
• Develop testing plans for messaging, content, calls to action, timing, channel mix, and journey design
• Use quantitative and qualitative insights to determine what is working, where members are struggling, and what should change
• Conduct or support member research, surveys, interviews, feedback collection, and other voice-of-the-member activities
• Share insights and recommendations with cross-functional partners and senior leaders
• Maintain a continuous improvement roadmap for the member experience
• Lead complex, cross-functional projects from strategy through implementation and measurement
• Develop clear project plans, briefs, requirements, timelines, and decision-making processes
• Bring structure and alignment to initiatives involving multiple teams and competing priorities
• Communicate recommendations clearly to both 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
• 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 the 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
• Care Access is unable to sponsor work visas at this time