Customer Experience Content Analyst

Join Liberty Dental Plan as We Shape the Future of Dental Insurance!

We are seeking an extraordinary communications specialist with experience in managed healthcare, who's ready to shape the future of Liberty's customer experience!

The Customer Experience Content Analyst is responsible for designing, monitoring, and optimizing the end-to-end member journey across Medicaid, Medicare, Commercial, and Exchange dental insurance programs. This role focuses on enhancing the digital experience, communication strategies, and customer engagement initiatives to improve overall satisfaction, streamline processes, and drive self-service adoption. Working cross-functionally with compliance, IT, customer success, and operations teams, the Customer Experience Content Analyst ensures that customer journeys are intuitive, efficient, and aligned with business objectives. This role also plays a key role in analyzing Net Promoter Score (NPS), customer satisfaction, and digital engagement metrics to identify trends and implement enhancements that positively impact member and provider experiences.

Job Summary Details

• Oversee and monitor the digital journey for members, ensuring a seamless and user-friendly experience across portals, mobile apps, and self-service tools.

• Support process improvement initiatives or content optimization projects for both digital and non-digital platforms.

• Identify friction points in the member experience and collaborate with Member Services, IT, UX/UI, and product teams to improve usability, accessibility, and engagement.

• Support process improvement initiatives that align with regulatory requirements, business goals, and customer feedback insights.

• Create, write, and edit engaging content for member communications, such as newsletters, email campaigns, website updates, social media posts.

• Develop member-facing materials, scripts, text journeys, automated messaging, proposals, and manage handbook.

• Design and implement strategies that promote member engagement and retention.

• Ensure all member communications reflect Liberty’s brand voice and adhere to established guidelines.

• Work closely with various departments to ensure cohesive and comprehensive member engagement initiatives that align with company goals and performance quality measures.

• Assist in planning and executing member events, including developing promotional materials and post-event communications as needed.

• Ensure all communication materials are clear, accurate, and compliant with program regulations.

• Lead content optimization projects.

• Ensure initiatives align with customer success goals, compliance standards and business performance metrics.

Education/Experience

• Graduate Degree in Communications, Marketing, Journalism, or related field
• 2 Years experience in content creation, editing, and digital engagement, preferably in healthcare, insurance, or regulated industries

Specific Skills/Knowledge

• Exceptional writing, editing, and proofreading skills.

• Proven experience in content creation.

• Attention to detail and creative mindset.

• Ability to work collaboratively in a team environment and manage multiple projects