Sr. Director Member Engagement

Health Care Service Corporation•Chicago, IL

2d•Hybrid

About The Position

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 measured—ensuring 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.

Requirements

Bachelor’s degree (or 4 years’ 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

Nice To Haves

Advanced degree such as Juris Doctor, MBA or MHA.
Management consulting experience.
Experience with budget management including managing outside consultants.

Responsibilities

Enterprise Member Engagement Strategy • Define and lead the enterprise member engagement and communications strategy, aligned to business objectives, brand standards, and regulatory requirements. • Establish a member communications vision that spans channels (digital, print, email, SMS, in-app, etc.) and lifecycle moments. • Ensure communications are member-centric, personalized, and actionable, supporting improved experience and outcomes.
Governance & Operating Model • Design and implement a clear governance framework for member communications, including intake, prioritization, approval, and deployment. • Establish standards for content, cadence, channel usage, and segmentation to reduce noise and improve relevance. • Drive alignment across lines of business and functional teams to ensure a cohesive, enterprise approach to member engagement.
Cross-Functional Collaboration • Serve as a key strategic partner to IT, ensuring alignment on platforms, data capabilities, and martech enablement. • Collaborate closely with the Stakeholder Experience team to ensure communications reinforce and enhance end-to-end member experience. • Partner with Product, Clinical, Operations, Compliance, and Business leaders to translate priorities into coordinated engagement campaigns.
Campaign & Program Leadership • Oversee development and execution of enterprise and priority campaigns, ensuring alignment to business goals such as engagement, retention, quality, and satisfaction. • Ensure campaigns are data-informed, outcome-oriented, and scalable across the organization. • Balance enterprise consistency with line-of-business needs and market nuance.
Measurement & Optimization • Define success metrics and KPIs for member engagement, including effectiveness and efficiency measures. • Use insights and performance data to continuously optimize messaging, channels, and timing. • Champion test-and-learn approaches to improve engagement outcomes over time.
People & Leadership • Lead, mentor, and develop a high-performing member engagement team. • Foster a culture of collaboration, accountability, and innovation. • Act as a visible leader within the Marketing Division and broader enterprise.