Director, Member Lifecycle and Personalization

Job Description

_A bit about this role:_

Devoted grew from 212,000 members in December 2025 to more than half a million in September 2026. In 2027, we’ll serve Medicare beneficiaries across 34 states and 1,341 counties. Our engagement work already gets results: new-member digital engagement is up 30% year over year. Our next opportunity is precision—knowing each member well enough to reach them at the right moment, on the right channel, or to not contact them at all.

You’ll own member retention for members across AEP, members at risk of leaving, and preventing involuntary loss. You’ll also build the shared capabilities that every engagement journey runs on: experimentation, decisioning, and contact governance across SMS, email, push, in-app, mail, and outbound phone. The leaders who own onboarding, clinical engagement, and MyDevoted are your partners, and they should move faster because of what you build.

This is a player-coach role. In your first quarter, you’ll write the first experiment plan, build a journey, and draft the first cross-journey contact policy. You’ll lead our engagement operations team. You’ll add the capabilities it needs next and move our work from hand-built programs to a system that composes, tests, and learns.

Engagement runs on Devoted’s own technology platform, the same one behind our growth, so you’ll have control over data, decisioning, and the member experience that off-the-shelf tools can’t offer. The journeys and channels are built. We need the leader who builds the intelligence that decides what each member needs next.

You’ll report to the Chief Experience Officer.

_Responsibilities will include:_

• Testing, learning, and measurement strategy. You’ll assess where our testing, targeting, and decisioning capabilities stand today and set the plan to close the gaps. Then you’ll raise how many tests we run and how fast we act on them. That means holdouts across every channel; a decision rule set before each launch; and a clear recommendation on what scales, what changes, and what stops. You’ll keep a learning agenda that works with slow, noisy health outcomes and a once-a-year enrollment cycle.
• Plan-year lifecycle (retention and renewal). You’ll...

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