Director of Customer Engagement

Ontrac Solutions is a premier technology consulting and talent firm specializing in cloud, data, and digital experience transformation for enterprise and private equity-backed organizations. We partner with clients to architect modern platforms, activate AI and automation strategies, and provide expert practitioners who accelerate strategic initiatives with measurable business impact. Trusted by Fortune 500 companies and high-growth innovators alike, Ontrac delivers the right blend of strategy, execution, and talent to help organizations operate smarter and scale faster.

Ontrac Solutions has been retained by a leading national life insurance organization to identify a Director of Customer Engagement — a transformative leader who will architect and deliver the company's next-generation member communication strategy.

This executive will own the end-to-end customer engagement lifecycle — from application and policy issuance to ongoing servicing and beneficiary settlement — ensuring every interaction drives connection, clarity, and measurable business outcomes.

The ideal candidate blends strategic vision, operational rigor, and digital fluency, leading the implementation of a new omni-channel engagement platform that modernizes outreach across email, SMS, phone, and direct mail. This leader will partner cross-functionally to ensure the right message reaches the right member, at the right time, through the right channel — always with empathy, compliance, and data-driven insight.

Key Responsibilities

Customer Engagement Strategy & Execution

• Lead the design and execution of a comprehensive member communication strategy across all stages of the policy lifecycle.

• Collaborate with core business areas — including New Business, Claims, Underwriting, and Distribution — to map customer journeys and identify impactful touchpoints.

• Define segmentation strategies that personalize outreach and drive conversion, retention, and satisfaction.

• Design and implement A/B and multivariate tests to optimize timing, messaging, and channels.

• Establish and maintain omni-channel messaging frameworks aligned with brand, compliance, and experience goals.

Platform Ownership & Implementation

• Serve as the business owner for the enterprise Member Engagement Platform (in active implementation phase).

• Partner with IT, vendor teams, and business stakeholders to ensure functionality, integration, and governance standards are met.

• Manage communication preference centers, opt-out protocols, and digital identity initiatives.

• Build, lead, and mentor a team of engagement professionals responsible for campaign execution and continuous optimization.

Cross-Functional Collaboration

• Align communication strategies across Marketing, Compliance, Legal, and Technology functions to ensure consistency and compliance.

• Act as the central coordination point for enterprise messaging strategy.

• Foster collaboration and shared ownership of engagement initiatives across business units.

Measurement & Continuous Improvement

• Establish KPIs for engagement, retention, and campaign effectiveness.

• Leverage behavioral and engagement data to refine communications and maximize ROI.

• Champion a test-and-learn culture that blends creativity with analytical discipline.

• Present performance insights and recommendations to senior leadership with clarity and confidence.

Qualifications

Education & Experience

• Bachelor's degree in Business, Marketing, Communications, or related field; Master's degree preferred.

• 10+ years of experience leading customer engagement, lifecycle marketing, or marketing automation programs — ideally within financial services, insurance, or other regulated industries.

• Proven success implementing or managing enterprise omni-channel platforms (e.g., Salesforce Marketing Cloud, Adobe Campaign, Braze, Iterable).

• Strong understanding of segmentation, journey orchestration, and communication compliance.

• Demonstrated ability to lead teams, manage vendor relationships, and influence senior stakeholders.

Core Competencies

• Strategic and analytical thinker with a bias for execution.

• Deep understanding of customer experience design and lifecycle communications.

• Skilled in translating complex data into actionable strategies and insights.

• Confident communicator with the ability to influence cross-functional teams.

• Adaptable leader who thrives in fast-evolving, transformation-driven environments.

Leadership Attributes

• Inspire & Motivate: Builds clarity and commitment around shared goals.

• Change Leader: Champions transformation through structured process and transparent communication.

• Analytical Decision-Maker: Balances data-driven insight with customer empathy.

• Collaborative Influencer: Aligns teams and stakeholders to shared vision and measurable outcomes.

• Customer Advocate: Places the member experience at the heart of every decision.

About the Opportunity

This is a pivotal leadership opportunity to define the engagement experience for millions of members nationwide — blending technology, empathy, and insight to create a modern, data-driven communication ecosystem.

Ontrac Solutions is proud to lead this retained executive search on behalf of our client. Qualified candidates who are ready to shape the future of customer engagement are encouraged to apply confidentially.