Medicare Marketing Manager, Customer Communications - Hybrid
The key responsibilities of this role include :
- Development of Medicare Advantage customer communication strategy that accounts for customer insights and key customer segment strategies.
- Managing team of communication specialists focused on bringing strategies to life and finding ways to improve processes and customer response / action.
- Leading implementation of customer experience strategy and areas of focus to develop communications that drive customer engagement with the plan leading to better health outcomes, STAR ratings, and benefit utilization.
- Development of annual customer communication roadmap / calendar driven by findings from various customer journey map sessions.
Roadmap will become more digital-dependent over time; most effective channel should be identified and maximized in the communication plan.
Goal is to provide communication experience that leads to greater customer satisfaction, better health outcomes, and benefit utilization.
- Development of annual customer onboarding roadmap to maximize early interactions with customers that lead to greater customer satisfaction in their engagement experience.
- Working with Analytics resources to measure and report success of campaigns and initiatives.
- Working with Customer Insights team to develop primary customer research. Also develop point of view / action plans from third-party research.
- Representing Marketing on various Customer Experience work groups
- Identifying and working with external vendors that may have specialized skills and insights on Medicare Advantage customer experience to improve Cigna's customer engagement and satisfaction.
- Manage annual budget for vendor and communication expenses.
Qualified candidates should possess at least 5-7+ years of progressive marketing communication and / or strategy experience.
Medicare knowledge and management experience is highly preferred.
As this is a hybrid role, the incumbent should be able to work from a Cigna office 50% of the time as directed by the business.
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