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Providence Health & Services Customer Engagement Director, Marketing in Seattle, Washington


Providence St. Joseph Health (PSJH) is calling a Customer Engagement Director in Seattle or Renton, WA that will combine marketing and analytical skills to acquire, maintain and delight patients and prospective patients using our digital applications. The director is responsible for creating strategy and implementing plans that will drive user and internal adoption of digital innovation applications and tools. To do this, the director must able to define customer segmentation approaches and programs that will engage customers online and encourage them to use digital resources and tools to access care across the system. In addition, the person in this role must be a passionate advocate for these applications with physicians, clinicians and other internal stakeholders to gain their support and drive internal adoption within the care setting. The director will be expected to build on existing product ideas as well as promote and drive new capabilities, always keeping user needs at the forefront. This is a role for an individual with strong product and user knowledge and the ability to work collaboratively to identify opportunities for increasing engagement with customers, building and growing an engagement function, and communicating confidently with internal stakeholders and customers. This role involves a high degree of focus on best practices, metrics, and data analytics to ensure that organizational objectives are met.

In this position you will have the following responsibilities:

  • Drive strategy development for customer acquisition, onboarding, user adoption and overall customer usage for suite of digital applications and products.

  • Track the health of customer segments to expand usage, identify at-risk customers and analyze trends in attrition to quickly put remediation plans in place.

  • Gain insights from customer usage data and other metrics to create engagement strategies and deploy plans for increasing adoption and use. Build metrics to assess acquisition process and user behavior to uncover areas of strength and weakness.

  • Leadership and management of the customer engagement marketing team, including resource management, hiring, mentorship and performance management.

  • Communicate with executive management and create strong relationships throughout all functions within the organization, including support for clinical adoption and providing ongoing reporting to senior management.

  • Monitor and report on KPIs, derive performance insights from weekly dashboards and support optimization of the metrics and programs across markets.

  • Identify new and emerging technology, capabilities and industry best practices to improve engagement program performance.

  • Using feedback and insights from across the organization, identify opportunities to improve user experiences and work with product and technical teams to implement changes.


Required qualifications for this position include:

  • Bachelor’s degree in Business, Marketing or equivalent

  • 10 years of marketing experience with emphasis on digital products and gaining user adoption

  • 5 years leading cross-functional teams to deliver projects and implement plans with tight deadlines

Preferred qualifications for this position include:

  • 2 years management experience

About the department you will serve.

Providence Strategic and Management Services provides a variety of functional and system support services for all eight regions of Providence Health & Services from Alaska to California. We are focused on supporting our Mission by delivering a robust foundation of services and sharing of specialized expertise.

We offer a full comprehensive range of benefits - see our website for details

Our Mission

As expressions of God’s healing love, witnessed through the ministry of Jesus, we are steadfast in serving all, especially those who are poor and vulnerable.

About Us

Providence Health & Services is a not-for-profit Catholic network of hospitals, care centers, health plans, physicians, clinics, home health care and services guided by a Mission of caring the Sisters of Providence began over 160 years ago. Providence is proud to be an Equal Opportunity Employer. Providence does not discriminate on the basis of race, color, gender, disability, veteran, military status, religion, age, creed, national origin, sexual identity or expression, sexual orientation, marital status, genetic information, or any other basis prohibited by local, state, or federal law.

Schedule: Full-time

Shift: Day

Job Category: Business Professional

Location: Washington-Seattle

Other Location(s): Washington-Renton

Req ID: 224251