Sr. Associate, Engagement Strategist

Job Description:

The Sr. Associate, Engagement Strategist is the market-facing owner of engagement outcomes for Cityblock’s attributed populations. In this role, you will design and execute AI-enabled, digitally-driven, human-supported engagement strategies that drive measurable clinical, financial, and member experience impact.

Strategists sit at the center of Cityblock’s Member Experience model -- partnering closely with local market leadership, Member Engagement Operations (inbound + outbound), Digital Communications, and Care teams. You will translate market goals, contract incentives, and segmentation insights into clear weekly, monthly, and quarterly engagement plans, and ensure those plans are executed smoothly across digital and human channels.

This role is ideal for someone who is highly organized, analytical, collaborative, and energized by connecting digital workflows, operational execution, and market-level strategy.

The Engagement Strategist will 

Serve as the primary interface between our local markets and the centralized Member Experience engagement engine.

• Build trusted relationships with Market MVPs, Ops partners, and clinical leaders.

• Communicate engagement priorities, program plans, timelines, and results.

• Consolidate market needs and translate them into briefs for digital and human channels.

• Ensure consistent, coordinated messaging and execution across all MX modalities.

​Own the end-to-end engagement strategy and program orchestration for assigned markets, ensuring digital and human engagement work as a unified system.

• Translate market goals, segmentation insights, and contract requirements into coordinated, multi-modal engagement programs.

• Partner with Digital Strategy (Marketing Ops + Digital Comms) to build sequenced digital workflows (SMS, email, webforms, routing) that warm members before human outreach.

• Work closely with Engagement Operations (inbound + outbound) to align calling strategies, scripts, timing, and capacity to the digital plan.

• Collaborate with Data and Analytics to understand segment behavior, channel performance, and readiness signals that inform prioritization.

• Integrate guidance from Behavioral Change & Program Design (BCD) to ensure messaging and interventions are behaviorally informed, accessible, and tailored to specific populations.

• Collaborate with Product and Analytics teams to operationalize AI-driven programs -- including propensity models, digital behavior signals, and automated routing -- into day-to-day engagement strategy.

• Ensure that digital and human channels work together -- not in parallel -- with clear sequencing, consistent messaging, and smooth member handoffs.

• Troubleshoot issues in workflows, routing, messaging, or operational execution quickly and collaboratively across all teams.

Monitor performance and drive continuous improvement. 

• Review dashboards and performance signals daily and weekly.

• Identify friction points across the funnel (digital → human → care).

• Recommend strategy shifts, new segments, new sequencing, or new test designs.

• Run structured test-and-learn cycles with clear hypotheses and measurement.

• Partner with Data and Analytics on segmentation performance and insights.

• Surface insights from care teams, call center teams, member feedback, and market dynamics. 

• Ensure insights translate into product, workflow, and message improvements across MX.

Work Experience

• 3–5 years of relevant professional experience in healthcare engagement, lifecycle marketing, operations strategy, or applied human-centered design

• Cross-functional project management

  • Ability to coordinate work across multiple teams (Digital Strategy, Engagement Operations, Data & Analytics, Behavioral Change & Program Design, Market Ops, Care Teams).

  • Strong organization and task management skills; able to manage multiple simultaneous workstreams.

  • Skilled at building workbacks, timelines, briefs, and launch checklists.

  • Excellent communicator who ensures alignment between digital and human channels.

  • Experience facilitating meetings, clarifying ro