Member Engagement and Experience Manager

UnitedHealth Group; Gurugram District; On-site; Confidential; Full time

Job summary

UnitedHealth Group's Optum unit in Gurugram is seeking a senior customer engagement marketer to lead lifecycle campaigns, onboarding and education initiatives for members and providers. This role requires 7+ years in healthcare marketing, hands-on experience with Salesforce Marketing Cloud, Adobe, Marketo or similar tools, and a track record of coordinating cross-functional teams.

You will drive analytics, audience segmentation, accessibility standards, and AI-enabled workflows while ensuring

Qualifications

• 7+ years in customer engagement, lifecycle marketing, or integrated marketing communications.
• Experience in healthcare, health insurance, PBM, or regulated industries.
• Experience in banking, fintech, insurance, or healthcare consumer engagement.
• Hands-on with CRM/marketing automation platforms such as Salesforce Marketing Cloud, Adobe Experience Cloud, Marketo, Eloqua, or HubSpot.
• Experience managing omnichannel campaigns across email, web, mobile, direct mail, and contact center channels.
• Experience supporting onboarding, activation, digital adoption, retention, and education initiatives.
• Experience using analytics and reporting tools to measure engagement, adoption, retention and satisfaction.
• Knowledge of customer journey mapping, segmentation, personalization, and lifecycle marketing.
• Familiarity with accessibility standards, content governance, QA, and regulated marketing review processes.
• Familiarity with CX, VoC, NPS, and journey optimization methodologies.
• Exposure to AI-enabled marketing workflows and campaign management tools.
• Solid stakeholder management with product, operations, analytics, creative, legal, privacy, compliance, and channels.

Responsibilities

• Support consumer onboarding, education, engagement, and experience marketing initiatives across audiences and Optum.
• Assist with lifecycle communications, onboarding journeys, benefit education, digital adoption programs, and self-service materials.
• Coordinate print, digital, email, mobile, web, direct mail, contact center and other channels with multiple teams.
• Support campaign planning, content reviews, routing, approvals, QA, accessibility checks, and compliance annotations.
• Ensure communications clearly explain actions, where to go, how to access support, and how to realize value.
• Maintain project trackers, calendars, asset inventories, and audit artifacts.
• Gather performance inputs across activation, engagement, utilization, NPS, and satisfaction metrics.
• Identify journey gaps and opportunities to improve activation and engagement.
• Support templates, playbooks, libraries, and AI-enabled workflow improvements with governance.
• Manage multiple assignments with detail, timely follow-through and clear communication.
• Comply with contracts and policies; adapt to changing work locations or arrangements.

Skills

CRM marketing platforms

Lifecycle marketing

Omnichannel campaigns

Analytics & reporting

Stakeholder management

Accessibility standards

AI-enabled workflows

Segmentation & personalization

Content governance

CX / VoC / NPS

Regulatory marketing

Cross-functional collaboration

Tools

Salesforce Marketing Cloud

Adobe Experience Cloud

Marketo

Eloqua

HubSpot

Job description

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.

Primary Responsibilities:

• Support consumer / provider (member, patient, perscriber, provider and prescription-holder) onboarding, education, engagement, and experience marketing initiatives across assigned audiences and Optum
• Assist with development and execution of lifecycle communications, onboarding journeys, benefit education, digital adoption programs, self-service adoption communications, and steady-state engagement materials.
• Coordinate print, digital, email, mobile, web, direct mail, contact center, pharmacy, lifecycle, and other engagement channel deliverables with content, creative, marketing operations, analytics, product, operations, legal, privacy, compliance, and channel teams
• Support campaign and communication planning, briefing, content reviews, routing, approvals, QA, accessibility checks, compliance annotations, launch readiness, and version control
• Help ensure communications clearly explain what members and patients need to do, where to go, how to access support, how to use services, and how to realize value from Optum
• Maintain project trackers, engagement calendars, asset inventories, approval records, audit artifacts, meeting notes, and status updates
• Gather and summarize performance inputs across activation, engagement, utilization, digital adoption, self-service adoption, NPS, satisfaction, and other experience metrics
• Assist in identifying journey gaps, education needs, service navigation barriers, and opportunities to improve understanding, activation, engagement, and experience
• Support reusable templates, playbooks, content libraries, and AI-enabled workflow improvements with appropriate human review and governance
• Manage multiple assignments with strong attention to detail, timely follow-through, and clear communication
• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

Required Qualifications:

• 7+ years of experience in customer engagement, lifecycle marketing, CRM marketing, customer experience, member experience, or integrated marketing communications
• Experience in healthcare, health insurance, PBM (Pharmacy Benefit Management), pharmacy, payer/provider organizations, or other highly regulated industries
• Experience in banking, financial services, insurance, fintech, or healthcare consumer engagement environments
• Hands-on experience with CRM and marketing automation platforms such as Salesforce Marketing Cloud, Adobe Experience Cloud, Marketo, Eloqua, HubSpot, or similar tools
• Experience managing omnichannel campaigns across email, web, mobile, digital, direct mail, and contact center channels
• Experience supporting onboarding, activation, digital adoption, self-service adoption, retention, and customer education initiatives
• Experience using analytics and reporting tools to measure engagement, adoption, utilization, retention, and satisfaction metrics
• Knowledge of customer journey mapping, audience segmentation, personalization, and lifecycle marketing strategies
• Knowledge of accessibility standards, content governance, quality assurance, and regulated marketing review processes
• Familiarity with customer experience (CX), Voice of Customer (VoC), Net Promoter Score (NPS), and journey optimization methodologies
• Proven exposure to AI-enabled marketing workflows, content operations, process automation, and campaign management tools
• Proven solid stakeholder management experience working with product, operations, analytics, creative, legal, privacy, compliance, and channel teams

Preferred Qualification:

• Relevant certifications in Digital Marketing, CRM, Marketing Automation, Customer Experience, or Project Management

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.

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