Member Engagement And Experience Senior Marketing Manager

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.

Primary Responsibilities

• Manage consumer / provider (member, patient, perscriber, provider and prescription-holder) engagement and experience marketing programs that support onboarding, activation, education, benefit awareness, digital adoption, service navigation, retention influence, NPS, and value realization
• Translate operational, experience, business, and audience priorities into actionable onboarding strategies, engagement plans, lifecycle communications, channel recommendations, content needs, timelines, and measurable outcomes
• Develop and execute communication programs that help secured populations understand what to do, where to go, how to access support, how to use available services, and how to realize value from Optum
• Manage steady-state engagement programs that educate existing audiences, deepen relationship value, increase benefit understanding, reduce service friction where aligned to goals, and support continued use of pharmacy and PBM services
• Coordinate integrated communications across print, digital, email, mobile, web, direct mail, contact center, pharmacy, lifecycle, and other relevant consumer / provider engagement channels
• Partner with operations, enterprise experience, digital, product portfolio, content, creative, analytics, marketing operations, legal, privacy, compliance, channel teams, and business relationship owners to align priorities, dependencies, approvals, and execution
• Support segmentation, personalization, journey mapping, testing, optimization, and performance reporting across onboarding and engagement journeys
• Monitor activation, engagement, utilization, digital adoption, self-service adoption, NPS, retention influence, experience, and journey metrics; prepare insights and recommendations for optimization
• Identify onboarding, education, engagement, and experience gaps; recommend corrective actions to improve understanding, satisfaction, relationship durability, and value realization
• Maintain operating routines, status reporting, project plans, budget inputs, risk logs, and leadership-ready updates
• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so
  
  

• 11+ years of experience in marketing, member/customer engagement, customer experience, lifecycle marketing, CRM, or integrated communications
• Experience leading integrated marketing campaigns across digital, email, mobile, web, direct mail, contact center, and other customer-facing channels
• Experience analyzing campaign and experience metrics, including engagement, utilization, retention, customer satisfaction, NPS, and digital adoption KPIs
• Hands-on experience with Salesforce Marketing Cloud, Adobe
• Experience Cloud, HubSpot, Marketo, Eloqua, or similar CRM and marketing automation platforms
• Solid understanding of marketing automation, CRM platforms, customer data, testing methodologies, and campaign optimization techniques
• Solid proficiency with Microsoft Office, especially PowerPoint, Word, Excel, and Outlook, with demonstrated ability to create polished, executive-ready presentations and sales materials. Ability to be flexible and work with ambiguity
• Proven solid stakeholder management skills with experience partnering cross-functionally with operations, product, digital, analytics, content, creative, legal, compliance, and marketing team