Head of Digital Experience & Member Engagement (Hybrid)

Blue Cross and Blue Shield of Nebraska; Omaha (NE); Hybrid; USD 140,000 - 190,000; Full time

Job summary

Blue Cross and Blue Shield of Nebraska is seeking a strategic leader to direct enterprise member communications, customer experience, and digital engagement across channels. You will influence executive decisions, oversee branding and compliance, and drive digital marketing, CX, and market segment initiatives.

You will build and govern a digital-first engagement strategy, collaborate with cross-functional teams, and lead a high-performing department focused on measurable business outcomes and

Qualifications

• Bachelor’s degree in marketing, communications, business, digital experience, design, technology, or a related discipline.
• 10+ years of progressively responsible digital marketing and member or customer engagement experience.
• 5+ years of experience leading multidisciplinary teams and managing leaders, employees, agencies, budgets, and cross-functional programs.
• Demonstrated experience developing omnichannel communication or engagement strategies with knowledge of email, SMS, websites, marketing automation, analytics, journey design, and traditional channels.
• Experience establishing project intake, prioritization, traffic management, creative development, review, approval, production, and measurement processes.
• Ability to influence senior executives and translate strategy into measurable execution.
• Equivalent combination of education and experience may be substituted.

Responsibilities

• Own the enterprise member communication strategy and governance across channels, establishing standards, calendars, and performance measures.
• Lead Customer Experience and CX/UX capabilities including journey mapping, usability, accessibility, and continuous improvement.
• Create and manage a disciplined project and production process from intake to delivery with visibility into risks and resources.
• Direct Brand Compliance and media production functions, maintaining brand identity and regulatory review.
• Lead Digital Marketing and Market Segment Support to translate strategies into engagement plans and campaigns.
• Oversee public-facing website strategy and direct-to-consumer ecommerce experiences in collaboration with partners.
• Partner with Information Services to ensure secure, compliant, scalable digital communications and experiences.
• Guide marketing and product teams on digital-first practices, analytics, automation, and emerging technologies.
• Manage external agencies and vendors, ensuring scope, budgets, SLAs, and performance.
• Coach and develop teams, fostering a high-performing culture.

Skills

Omnichannel strategy

Customer engagement

Leadership

Cross-functional collaboration

Marketing automation

Analytics

Journey design

Education

Bachelor’s degree in marketing, communications, business, digital experience, design, technology, or related discipline

Tools

CRM systems

Web analytics tools

Content management systems

Job description

Blue Cross and Blue Shield of Nebraska is seeking a strategic leader to direct enterprise member communications, customer experience, and digital engagement across channels. You will influence executive decisions, oversee branding and compliance, and drive digital marketing, CX, and market segment initiatives.

You will build and govern a digital-first engagement strategy, collaborate with cross-functional teams, and lead a high-performing department focused on measurable business outcomes and