Sr. Director Member Engagement

At HCSC, our employees are the cornerstone of our business and the foundation to our success. We empower employees with curated development plans that foster growth and promote rewarding, fulfilling careers. Join HCSC and be part of a purpose-driven company that will invest in your professional development. Job Summary The Senior Director, Member Engagement is responsible for defining and leading the enterprise-wide strategy for member communications across the full lifecycle. This role owns the architecture, governance, and operating model for how member communications are planned, developed, delivered, and measuredu2014ensuring consistency, relevance, and alignment to business objectives. This leader partners closely with IT, Stakeholder Experience, and cross-functional business teams to drive integrated, data-enabled engagement programs that improve member experience, strengthen trust, and support key enterprise outcomes. The role balances strategic vision with operational excellence, translating complex organizational priorities into clear, coordinated member communications. Please note, this is a hybrid position and will require in-office hours 3 days a week in the respective company location. Responsibilities include: Enterprise Member Engagement Strategy u2022 Define and lead the enterprise member engagement and communications strategy, aligned to business objectives, brand standards, and regulatory requirements. u2022 Establish a member communications vision that spans channels (digital, print, email, SMS, in-app, etc.) and lifecycle moments. u2022 Ensure communications are member-centric, personalized, and actionable, supporting improved experience and outcomes. Governance & Operating Model u2022 Design and implement a clear governance framework for member communications, including intake, prioritization, approval, and deployment. u2022 Establish standards for content, cadence, channel usage, and segmentation to reduce noise and improve relevance. u2022 Drive alignment across lines of business and functional teams to ensure a cohesive, enterprise approach to member engagement. Cross-Functional Collaboration u2022 Serve as a key strategic partner to IT, ensuring alignment on platforms, data capabilities, and martech enablement. u2022 Collaborate closely with the Stakeholder Experience team to ensure communications reinforce and enhance end-to-end member experience. u2022 Partner with Product, Clinical, Operations, Compliance, and Business leaders to translate priorities into coordinated engagement campaigns. Campaign & Program Leadership u2022 Oversee development and execution of enterprise and priority campaigns, ensuring alignment to business goals such as engagement, retention, quality, and satisfaction. u2022 Ensure campaigns are data-informed, outcome-oriented, and scalable across the organization. u2022 Balance enterprise consistency with line-of-business needs and market nuance. Measurement & Optimization u2022 Define success metrics and KPIs for member engagement, including effectiveness and efficiency measures. u2022 Use insights and performance data to continuously optimize messaging, channels, and timing. u2022 Champion test-and-learn approaches to improve engagement outcomes over time. People & Leadership u2022 Lead, mentor, and develop a high-performing member engagement team. u2022 Foster a culture of collaboration, accountability, and innovation. u2022 Act as a visible leader within the Marketing Division and broader enterprise. Required Job Qualifications: + Bacheloru2019s degree (or 4 yearsu2019 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 Job Qualifications: + Advanced degree such as Juris Doctor, MBA or MHA. + Management consulting experience. + Experience with budget management including managing outside consultants. LI-AZ1 LI-Hybrid Are you being referred to one of our roles? If so, ask your connection at HCSC about our Employee Referral process Pay Transparency Statement: At Health Care Service Corporation, you will be part of an organization committed to offering meaningful benefits to our employees to support their life outside of work. From 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, plus other incentives, we offer a robust total rewards package for employees. Learn more about our benefit offerings by visiting . The compensation offered will vary depending on your job-related skills, education, knowledge, and experience. This role aligns with an annual incentive bonus plan subject to the terms and the conditions of the plan. HCSC Employment Statement: We are an Equal Opportunity Employment employer dedicated to providing a welcoming environment where the unique differences of our employees are respected and valued. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other legally protected characteristics. Base Pay Range $146,700.00 - $272,400.00 Exact compensation may vary based on skills, experience, and location. Join our talent community and receive the latest HCSC news, content, and be first in line for new job opportunities. Join our Talent Community. ( For more than 80 years, HCSC has been dedicated to expanding access to high-quality, cost-effective health care and equipping our members with information and tools to make the best health care decisions for themselves and their families. As an industry leader, HCSC also has been helping to make the health care system work better for all Americans. To remain a leader, we offer compelling careers that encourage resourcefulness, strategic thought and empower you to make a difference in the lives of our members and their communities. Today, with the industry at an important crossroad, HCSC is reimagining health care and looking for original thinkers who arenu2019t afraid to make innovative contributions. We are an Equal Opportunity Employment employer dedicated to workforce diversity and a drug-free and smoke-free workplace. Learn more about HCSC, our commitment to our members and the opportunity youu2019ll have to improve health care delivery in an open, collaborative environment. HCSC is committed to diversity in the workplace and to providing equal opportunity to employees and applicants. If you are an individual with a disability or a disabled veteran and need an accommodation or assistance in either using the Careers website or completing the application process, you can call us at 1-866-977-7378 to request reasonable accommodations. Please note that only requests for accommodations in the application process will be returned. All applications, including resumes, must be submitted through HCSC's Career website on-line application process. If you have general questions regarding the status of an existing application, navigate to

Created: 2026-02-04