Customer Experience Manager

About the Role

As a Member Engagement & Experience Manager , you will support communication and engagement programs designed to help members, patients, providers, prescribers, and prescription-holders understand services, take action, access support, and realize value from Optum Rx capabilities.

You’ll coordinate campaigns and deliverables across multiple channels while partnering with creative, content, analytics, product, operations, legal, privacy, compliance, and marketing operations teams.

Key Responsibilities

• Support onboarding, education, engagement, and experience marketing initiatives.
• Assist with lifecycle communications, onboarding journeys, benefit education, digital adoption, and self-service adoption programs.
• Coordinate deliverables across email, digital, web, mobile, print, direct mail, contact center, pharmacy, and lifecycle channels .
• Manage campaign briefs, content reviews, approvals, QA, accessibility checks, compliance annotations, and launch readiness.
• Help ensure communications clearly explain what audiences need to do, where to go, and how to access support and services.
• Maintain project trackers, engagement calendars, asset inventories, approval records, audit artifacts, meeting notes, and status updates.
• Gather and summarize performance inputs including activation, engagement, utilization, digital adoption, self-service adoption, NPS, and satisfaction metrics.
• Identify journey gaps, education needs, service-navigation barriers, and opportunities to improve engagement and experience.
• Support reusable templates, playbooks, content libraries, and AI-enabled workflow improvements with appropriate human review and governance.
• Manage multiple assignments while maintaining strong attention to detail and timely follow-through.

Must-Have Qualifications

• Bachelor’s degree in marketing, communications, business, healthcare administration, or a related field .
• 3+ years of experience in marketing, member/patient engagement, marketing communications, lifecycle marketing, CRM, digital marketing, campaign operations, content operations, or a related area.
• Experience supporting communication programs, onboarding journeys, lifecycle campaigns, or engagement initiatives .
• Experience working across digital, email, web, direct mail, CRM, print, or related communication channels.
• Strong project coordination skills, including managing timelines, approvals, stakeholder inputs, and documentation.
• Strong writing, editing, proofreading, and communication skills with attention to clarity, accuracy, accessibility, brand voice, and compliance.
• Ability to work with engagement metrics, journey insights, dashboards, status reporting, or campaign performance data.
• Experience collaborating with cross-functional teams such as creative, content, analytics, product, operations, marketing operations, legal, privacy, compliance, or channel teams.
• Ability to manage multiple assignments in a fast-paced, matrixed environment.

Good-to-Have

• Healthcare, pharmacy, PBM, payer, consumer health, or other regulated-industry experience .
• Familiarity with CRM or marketing automation platforms.
• Experience with content management systems or analytics dashboards.
• Familiarity with Adobe tools.
• Experience with AI-assisted workflows and appropriate governance.
• Experience using project management platforms.