Senior Manager, Member Experience Marketing

About Care Access Care Access is working to make the future of health better for all. With hundreds of research locations, mobile clinics, and clinicians across the globe, we bring world-class research and health services directly to communities that often face barriers to care. We are dedicated to ensuring that every person has the opportunity to understand their health, access the care they need, and contribute to the medical breakthroughs of tomorrow. With programs like Future of Medicine , which makes advanced health screenings and research opportunities accessible to communities worldwide, and Difference Makers , which supports local leaders to expand their community health and wellbeing efforts, we put people at the heart of medical progress. Through partnerships, technology, and perseverance, we are reimagining how clinical research and health services reach the world. Together, we are building a future of health that is better and more accessible for all. To learn more about Care Access, visit www.CareAccess.com . How This Role Makes a Difference

The Senior Manager, Member Experience Marketing will lead the strategy and execution of marketing programs that improve the member experience across every stage of the journey. This person will help members understand what to expect, navigate their next steps, stay engaged, and feel connected to the organization over time. The ideal candidate is a well-rounded healthcare marketer who combines strong content development skills with experience in lifecycle marketing, journey orchestration, marketing technology, and data-informed decision-making. They will work closely with Website, Patient Recruitment, Lifecycle Marketing, Design, Data and Analytics, Operations, Clinical, and other teams to create a connected experience across member touchpoints. This role focuses on member-facing communications and experiences across owned channels.

How You'll Make An Impact

Member Journey and Experience Strategy

Maintain a clear understanding of the end-to-end member journey, from initial outreach and recruitment through onboarding, ongoing participation, education, re-engagement, and future opportunities. Create journey maps, communication plans, and experience strategies that reflect members’ needs, questions, motivations, and potential barriers at each stage. Collaborate with member experience to identify gaps, friction points, and inconsistencies in the member experience, and work across teams to recommend and implement improvements. Ensure that communications and experiences feel coordinated, relevant, and consistent, even when different teams own individual touchpoints. Translate organizational goals into member-centered experiences that help people take the next appropriate action. Serve as a champion for the member perspective in marketing, operational, and digital initiatives.

Content Strategy and Development

Lead the development of clear, engaging, and trustworthy member-facing content across channels and formats. Write, edit, and oversee content for email, SMS, web pages, landing pages, member portals, FAQs, educational resources, call scripts, direct mail, welcome materials, and digital and printed collateral. Translate complex healthcare, clinical, or research information into plain-language content that members can easily understand. Develop content for different member segments, needs, and stages of the journey. Create messaging frameworks, content calendars, templates, and standards that improve consistency and efficiency. Ensure content follows brand, health literacy, accessibility, privacy, regulatory, and compliance requirements. Partner with clinical, legal and compliance stakeholders to ensure communications are accurate and appropriate. Balance organizational priorities with what is most useful, relevant, and meaningful to the member.

Cross-Functional Journey Orchestration

Partner with the Website and Digital teams to ensure that member-facing web experiences support the broader member journey. Help define content, navigation, calls to action, and functional requirements for web pages, landing pages, portals, forms, and other digital experiences. Work with Patient Recruitment to create a connected experience from initial outreach through screening, enrollment, onboarding, and ongoing member participation. Work with Patient Recruitment to align recruitment and member communications so that expectations, messaging, and next steps remain consistent throughout the journey. Partner with Design to produce engaging, accessible, and brand-aligned member materials. Collaborate with Data and Analytics and Lifecycle Marketing to define audiences, develop segmentation strategies, measure performance, and identify opportunities for improvement. Work with Operations, Member Services, Clinical, Product, and Technology teams to ensure communications accurately reflect the experience members will receive. Coordinate communication timing and channel use across teams to avoid duplication, conflicting messages, or too many comms.

Lifecycle Marketing and Member Communications

Develop lifecycle communication programs that support onboarding, education, participation, retention, re-engagement, and long-term member relationships. Build or oversee automated and trigger-based communications based on member actions, milestones, preferences, and needs. Determine the right message, channel, and timing for different stages of the member journey. Develop thoughtful communication strategies for sensitive moments, service issues, delayed next steps, or changes to the member experience. Create personalized and segmented experiences while maintaining appropriate privacy and consent standards. Manage communication cale