Chief Creative & Engagement Leader

Blue Cross Blue Shield of Nebraska; Omaha (NE); Hybrid; USD 170,000 - 210,000; Full time

Benefits offered by this job

Total Rewards package

Job summary

Blue Cross Blue Shield of Nebraska seeks a strategic Head of Creative and Engagement to lead enterprise-wide member communications, customer experience, brand management, and compliance. This role directs digital marketing, media production, and market segment support, partnering with executive leadership to drive digital innovation and measurable business results.

Candidates must reside within driving distance of Omaha with remote flexibility and 2–3 days in the office.

Qualifications

• Bachelor's degree in marketing, communications, business, digital experience, design, technology, or a related discipline.
• Ten or more years of progressively responsible experience in digital marketing, member or customer engagement, customer experience, communications, brand management, creative services, ecommerce, or a related field.
• Five or more years of experience leading multidisciplinary teams and managing leaders, employees, agencies, vendors, budgets, and complex cross-functional programs.
• Demonstrated experience developing omnichannel communication or engagement strategies with strong working knowledge of email, text/SMS, websites, marketing automation, analytics, journey design, and traditional channels.
• Demonstrated experience establishing project intake, prioritization, traffic management, creative development, review, approval, production, and measurement processes.
• Proven ability to influence senior executives, build alignment across business and technology teams, make decisions in ambiguous situations, and translate strategy into measurable execution.
• An equivalent combination of education and experience may be substituted for this requirement.
• The ability to meet or exceed the attendance and timeliness requirements of their departments.
• The ability to work well in a team environment and be capable of building and maintaining positive relationships with other staff, departments, and customers.

Responsibilities

• Own the enterprise member communication strategy and governance model across email, text/SMS, web, mobile, print, and other channels. Establish message priorities, audience and channel standards, communication calendars, preference practices, approval requirements, and performance measures to create coordinated, relevant experiences.
• Lead Customer Experience and CX/UX capabilities, including customer research, journey mapping, experience standards, usability, accessibility, and continuous improvement. Ensure uniform messaging, content, and interactions across member, consumer, employer, broker, provider, and employee touchpoints.
• Create and manage a disciplined project, traffic, and creative production process covering intake, scoping, prioritization, capacity planning, assignments, schedules, development, reviews, approvals, quality control, delivery, and reporting. Resolve competing priorities and maintain visibility into status, risks, dependencies, and resource needs.
• Direct Brand Compliance and media production functions. Maintain standards for brand identity, editorial quality, regulatory and legal review, accessibility, and production readiness; facilitate artwork development and delivery of accurate specifications and files to printers, wellness vendors, agencies, media outlets, and other external partners.
• Lead Digital Marketing and Market Segment Support teams in translating enterprise and segment strategies into annual and longer-term engagement plans, campaigns, journeys, content, and finished deliverables supporting acquisition, retention, health outcomes, affordability, internal and external communications, and public relations.
• Own the strategy, content governance, user experience, performance, maintenance, and redesign of the public-facing website. Partner with Product, Marketing, Sales, Operations, and Information Services to build and enhance direct-to-consumer ecommerce experiences that support education, shopping, conversion, and service.
• Serve as the primary departmental partner to Information Services for digital engagement. Define business and experience requirements, align roadmaps and priorities, participate in platform and vendor decisions, support implementation and adoption, and ensure technology enables secure, compliant, measurable, and scalable communications and experiences.
• Guide and consult Marketing, Communications, Product, and business teams on digital-first practices, channel effectiveness, customer-centered design, brand standards, creative production, analytics, automation, emerging technologies, artificial intelligence, and responsible use of new capabilities.
• Manage external agencies, production partners, freelancers, technology vendors, and other resources, including scope, budget, contracts, service levels, quality, risk, and performance. Select the right internal and external capabilities to deliver efficiently and consistently.
• Lead, coach, and develop the Digital Marketing, Customer Experience, Brand Compliance, and Market Segment Support teams. Establish clear accountabilities, build succession and capability plans, attract and retain talent, and foster a proactive, collaborative, accountable, and high-performing culture.

Job description

Blue Cross Blue Shield of Nebraska seeks a strategic Head of Creative and Engagement to lead enterprise-wide member communications, customer experience, brand management, and compliance. This role directs digital marketing, media production, and market segment support, partnering with executive leadership to drive digital innovation and measurable business results.

Candidates must reside within driving distance of Omaha with remote flexibility and 2–3 days in the office.