Director, Consumer Strategy/Engagement

The Director of Consumer Strategy and Engagement reports to the Vice President of Marketing/Digital Transformation and will develop the vision and organizational plan for consumer engagement, overseeing both short- and long-term initiatives that unify all patient access points. This role is designed to drive brand loyalty, market share growth, competitive advantage, and sustainability through strategic consumer engagement, experience delivery, performance monitoring, consumer feedback, and fostering a culture of hospitality. The Director of Consumer Strategy and Engagement will provide leadership in developing a seamless, patient-centered approach to guide our consumer engagement initiatives, foster consumer loyalty, and drive growth.

MISSION, VALUES and SERVICE GOALS

• MISSION: We deliver outstanding care, inspire health, and connect with heart.
• VALUES: Trust. Respect. Integrity. Compassion.
• SERVICE GOALS: Personally connect. Keep everyone informed. Be on their team.

Key Responsibilities:

• Collaborate with clinical, marketing, patient access, operations, and IT teams as well acute, non-acute, and post-acute care teams to implement the consumer strategy, identifying opportunities for continuous improvement in the consumer experience.
• Partner with operations to consistently deliver an immersive consumer experience across the care continuum, integrating digital platforms and core service standards to enhance service delivery.
• Develop and monitor performance tracking mechanisms, such as reports and metrics-based outcomes, to assess the effectiveness of the consumer experience model. Adjust strategies as necessary to align with business goals. Manage and enhance existing surveying tools and processes.
• Create systematic responses to customer experience feedback by working with cross-functional teams to prevent recurring issues and maximize key drivers of customer lifetime value.
• Establish consumer listening points across the care continuum to track performance, improve campaigns, inform customer service, and facilitate concept testing.
• Collaborate with HR and operations to nurture a culture of hospitality, reinforcing service standards through training, celebration, and reinforcement across the organization.
• Act as a change agent, influencing stakeholders at all levels, negotiating effectively, and driving the implementation of industry best practices to ensure continuous improvement.

Performs other functions to maintain personal competence and contribute to the overall effectiveness of the department by:

• Completing other job-related assignments and special projects as directed.

Leadership Competencies

• Drives Results - Consistently achieving results, even under tough circumstances.
• Customer Focus - Building strong customer relationships and delivering customer-centric solutions.
• Instills Trust - Gaining the confidence and trust of others through honesty, integrity, and authenticity.
• Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.
• Communicates Effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.

ORGANIZATIONAL RESPONSIBILITIES

Associate complies with the following organizational requirements:

• Attends and participates in department meetings and is accountable for all information shared.
• Completes mandatory education, annual competencies and department specific education within established timeframes.
• Completes annual employee health requirements within established timeframes.
• Maintains license/certification, registration in good standing throughout fiscal year.
• Direct patient care providers are required to maintain current BCLS (CPR) and other certifications as required by position/department.
• Consistently utilizes appropriate universal precautions, protective equipment, and ergonomic techniques to protect patient and self.
• Adheres to regulatory agency requirements, survey process and compliance.
• Complies with established organization and department policies.
Available to work overtime in addition to working additional or other shifts and schedules when required.

Commitment to Beacon's six-point Operating System, referred to as The Beacon Way:

• Leverage innovation everywhere.
• Cultivate human talent.
• Embrace performance improvement.
• Build greatness through accountability.
• Use information to improve and advance.
• Communicate clearly and continuously.

Education and Experience

• The knowledge, skills and abilities as indicated below are normally acquired through the successful completion of a Bachelor's degree in Marketing, Business, Communications, Healthcare Administration, Public Health, or a related field (Masters or MBA preferred). 6+ years of experience in healthcare marketing, hospital operations, physician practice operations, clinical operations, consumer engagement, or patient experience, with at least 3-5 years in a leadership role.

Knowledge and Skills:

• Strong understanding of healthcare consumer behaviors and strategies to enhance the patient experience.
• Experience using data analytics to derive actionable insights and improve patient engagement and retention.
• Proven ability to collaborate effectively with clinical and operational teams in a healthcare setting.
• Excellent communication, interpersonal, and project management skills, with a demonstrated ability to lead and inspire cross-functional teams.
• A passion for improving healthcare delivery and patient satisfaction through innovative, consumer-driven strategies.
• Expertise in market analysis, strategic planning, program management, and budget oversight.
• Strong understanding of business strategy, legal and regulatory compliance, and the ability to analyze data to support growth, care navigation, and process improvement.
• Exceptional written and verbal communication skills, capable of delivering persuasive presentations and professional correspondence to diverse audiences.
• Strong interpersonal skills, with the ability to influence, build consensus, and manage conflict. Collaborative and committed to delivering high-quality service to both internal and external partners.
• Excellent organizational skills, able to adapt to changing conditions, manage multiple tasks, meet deadlines, and maintain composure under pressure. Strong project management skills with attention to detail.
• Proficiency in Microsoft Office Suite, including Word, PowerPoint, and Excel.

Working Conditions:

• Works in an office environment.
• Works in a hybrid environment.

Physical Demands

• Requires the physical ability and stamina to perform the essential functions of the position.