• Build and launch lifecycle campaigns • Implement Customer Journey campaigns in our engagement tools across email, in-app, SMS, and push. • Configure segments, triggers, and workflows based on definitions from your manager and cross-functional partners. • Own QA for your campaigns, including audience checks, testing, link and tracking validation, and monitoring for issues after launch. • Operationalize the unmanaged customer journey • Translate customer/lifecycle journey maps into concrete programs and assets, such as welcome flows, activation nudges, reactivation series, and expansion prompts. • Maintain and update the catalog of live journeys, including documentation, naming conventions, and change logs. • Monitor health signals and triggers • Work with Data and Ops to make sure the right events and properties are flowing into lifecycle tools for targeting and reporting. • Regularly review signal and trigger performance, such as log-in activity, credit usage, feature adoption, and seat changes, and flag issues or opportunities to your manager. • Partner on content and playbooks • Collaborate with Lifecycle Marketing, Support, GTME, and Sales to translate playbooks into lifecycle messages, templates, and sequences. • Gather feedback from customer-facing teams on what is working and help roll those learnings back into programs. • Support experimentation and reporting • Help set up and run experiments across subject lines, offers, flows, and channels. • Pull and organize basic performance data from lifecycle tools and analytics platforms and contribute to campaign and program readouts. • Track and share standard metrics for your programs, such as open and click rates, conversion to key actions, and impact on usage or seats. • Keep the system running smoothly • Proactively identify issues, such as overlapping campaigns, conflicting rules, or stale content, and suggest improvements. • Help maintain consistent processes, documentation, and quality standards across the Digital Success & Expansion pod.

• Facilitate the end-to-end flow of readiness requests from CX pillars and internal teams. • Act as the primary Knowledge Strategy representative for CX Shopper, Customer, and Retailer pillars. • Maintain a tight working relationship with L&D team members to align knowledge and training content development. • Maintain deep familiarity with CX specialist workflows, app interfaces, and contact journeys. • Act on improvement requests from specialists, QA, and Continuous Improvement Analytics. • Directly manage a small team of Knowledge Strategists/Associates. Provide coaching, mentorship, clear direction, and regular feedback. • Ensure all readiness deliverables are error-free, meet content standards, and are adopted quickly by the frontline team. • Lead the team's use of AI-driven tools to streamline content production, improve turnaround time, and scale readiness output.

• Conduct responsible and compassionate psychiatric assessments, diagnoses, treatment planning, medication management, monitoring, and referrals. • Prescribe, titrate, refill, and monitor psychotropic medications across major medication classes, including anti-anxiety agents, antidepressants, antipsychotics, mood stabilizers, and stimulants. • Partner closely with therapists, MDs, NPs, PAs, acupuncturists, mental health leads, and clinical leaders to support coordinated, patient-centered care. • Collaborate with mental health and clinical leads to identify, consult on, and support high-risk patients. • Provide mental health perspective and case consultation to the broader clinical team, including support for patient education, health guidance, and care planning. • Support quality improvement, policy development, documentation standards, and clinical best practices by staying current on evolving research and trends in psychiatric and mental healthcare. • Facilitate extended mental healthcare interventions and referrals, including connection to social service resources and higher levels of care when needed.

• Make outbound calls to contact referred members of contracted clients to engage and educate members on the CKD program and its benefits. • Effectively communicate how our services could benefit prospective patients, overcome patient objections, understand the elements of our value proposition, and adapt this to patients’ needs and concerns. • Meet or exceed set goals, such as rate of enrollments/engagements, call volume, and documentation quality. • Follow established company policies and procedures and apply acquired job skills to accomplish daily enrollment/ un-enrollment operations/processes. • Determine eligibility for related plan members to ensure compliance, and obtain missing information for enrollment completion.