Customer Engagement Strategist-Hybrid

Job Description

The Digital Engagement team’s goal is to drive behavior change and enable customers to access the health services they need, when they need them, to optimize health outcomes and lower cost of care. The group is comprised of a cross-functional team of resources with deep domain expertise who leverage the Agile framework to manage healthcare customer communication projects of high value and high potential.

The Customer Engagement Strategist is an essential member of the Digital Engagement team and leads enterprise customer communication strategy, including new customer onboarding, feature updates, personalized offers & invitations to join specialty programs. They are responsible for driving behavior change experimentation through highly personalized and targeted communications.

As an Engagement Strategist, you will be responsible to:

• Identify new opportunities as they relate to Digital Engagement team objectives and KPIs.
• Define customer-centric, data-driven strategies for each opportunity, including use case, targeted population, channel & frequency and measurement plan.
• Design multichannel campaign workflow and journey.
• Document scope, lead specific A/B/n tests, own hypotheses and test briefs.
• Drive end-to-end experiment execution with cross-functional team and maintain cross-functional alignment.
• Provide strategic direction from concept/test brief to launch/execution plan for the entire team.
• Manage learnings and insights; apply learnings to existing and future experiments and campaigns.
• Develop internal documentation and communication, which may involve conducting training sessions.
• Manage and obtain approvals.

Engagement Strategist required skillset:

• 6+ years experience in leading consumer engagement strategy and design across multiple channels (email, SMS, push, direct mail, agent, web and mobile experiences).
• Hands on experience of executing direct to consumer behavior change initiatives.
• Outstanding verbal and written communication skills and ability to communicate and influence across all levels of organization.
• Experience leading in Agile and rapid test and learn environment.
• Experience working with data and analytics teams, for both tactical campaign measurement and strategic planning.
• Knowledge of behavioral science principles.
• Excels in an iterative, collaborative environment with multiple matrixed partners.
• Creative, proactive approach to problem solving with a growth mindset.

Preferred skillset:

• Experience using Confluence, Jira, Figma, Aurelius, and Tableau
• Experience working with Customer Data Platforms and/or Customer Relationship Management tools such as Teradata, Redpoint Interactive or Braze.
• Experience working with communications delivery and execution teams.

If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.

For this position, we anticipate offering an annual salary of 120,200 - 200,400 USD / yearly, depending on relevant factors, including experience and geographic location.

This role is also anticipated to be eligible to participate in an annual bonus plan.

We want you to be healthy, balanced, and feel secure. That’s why you’ll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you’ll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer 401(k) with company match, company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year and paid holidays. For more details on our employee benefits programs, visit Life at Cigna Group.

About The Cigna Group

Doing something meaningful starts with a simple decision, a commitment to changing lives. At The Cigna Group, we’re dedicated to improving the health and vitality of those we serve. Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of ou