Chief Enterprise Engagement Orchestration

Florida Blue Group; Jacksonville (FL); On-site; USD 150,000 - 210,000; Full time

Job summary

Florida Blue Group is seeking a Principal Engagement Orchestration leader to drive enterprise-wide customer communication strategies. The role focuses on personalization, cross-channel orchestration, and governance across health services, commercial, and government markets.

The candidate will build a high-performing team, partner with product, marketing, and operations, and ensure compliant, effective outreach while reducing contact burden and optimizing engagement.

Qualifications

• 10+ years related work experience in customer engagement, marketing operations, contact center strategy, or related fields.
• Experience designing and governing enterprise-wide contact strategies across multiple channels and business lines.
• Proven expertise in frequency capping, suppression logic, and engagement orchestration.
• Strong background in regulatory compliance (HIPAA, CAN-SPAM, TCPA, state-specific regulations) as it relates to member communications.
• Experience leading cross-functional teams in complex, matrixed environments.
• Track record of reducing contact overload and improving engagement effectiveness metrics.

Responsibilities

• Own the enterprise contact strategy across all channels and across Health Services, Commercial and Government Markets, and Shared Services.
• Define the enterprise communication strategy and channel selection logic and lead the team that turns them into execution plans.
• Own the enterprise customer communication calendar and sequencing across business units, so no member receives conflicting or stacked messages.
• Govern frequency capping, suppression rules, sequencing, and prioritization logic to protect members from communication overload.
• Enforce compliance across regulatory, brand, and preference requirements, including HIPAA, TCPA, CAN-SPAM, and CMS Medicare marketing and communications guidelines.
• Own customer preference and consent management, ensuring every communication honors what the member has opted into.
• Establish and monitor the contact-load metric; hold accountability for reducing unnecessary contact burden while maintaining engagement effectiveness.
• Balance regulatory-required communications with discretionary outreach, ensuring compliance and member preference respect.
• Set next-best-action sequencing logic and channel-mix standards that optimize member experience and engagement outcomes.
• Define rules and decision trees that determine optimal timing, channel, and message sequencing for each member segment and journey stage.
• Ensure consistency and quality across all channels, touchpoints, and outbound communications while maintaining flexibility for business unit and segment-specific needs.
• Monitor for communication fatigue and duplication, and prevent them before they reach the member.
• Own the engagement narrative and the member communications portfolio across all business units.
• Curate and govern the portfolio of outbound messages, campaigns, and touchpoints to ensure coherence, relevance, and non-redundancy.
• Partner with key stakeholders to align communications strategy with broader experience and business objectives.
• Partner with Marketing on campaign orchestration, so campaigns run through the same frequency, sequencing, and suppression rules as all other outreach.
• Collaborate with Experience Advisory and UX/UXR to define communication templates.
• Provide regular feedback to Product on communication effectiveness, including what drives response, self-service adoption, and opt-outs.
• Ensure that engagement orchestration is informed by real-time data, member preferences, and predictive signals.
• Drive accountability for engagement effectiveness metrics: reach, response rates, opt-out rates, message fatigue, and contact-load reduction.
• Translate engagement performance into actionable insights for continuous improvement.
• Lead a mixed, high-performing team of orchestration strategists and engagement leads.
• Build deep bench strength through mentoring, capability development, and cross-functional pairing.
• Foster expertise in orchestration platforms, engagement strategy, and member-centric communication design.
• Develop partnerships with top MBA and BA schools for internships and fellowships to create a strong pipeline of talent.
• Champion a culture of experience obsession—democratizing engagement rules and contact-load visibility so that every outreach decision protects the member from overload.

Skills

Customer engagement strategy

Cross-functional leadership

Regulatory compliance

Stakeholder management

Team leadership

Orchestration platforms

Marketing automation platforms

Healthcare/insurance experience

Education

Bachelor's degree or related field

Tools

Marketing automation platforms

Orchestration engines

CRM systems

Job description

Florida Blue Group is seeking a Principal Engagement Orchestration leader to drive enterprise-wide customer communication strategies. The role focuses on personalization, cross-channel orchestration, and governance across health services, commercial, and government markets.

The candidate will build a high-performing team, partner with product, marketing, and operations, and ensure compliant, effective outreach while reducing contact burden and optimizing engagement.