Communication and Engagement Lead

POSITION: Communication and Engagement Lead
LOCATION: Fully remote, must have availability to work core 9am-4pm EST hours
SCHEDULE:  Part time ~ 20 hours/week
ANTICIPATED DURATION: 3+ months (set through 12/31/2026)

Responsibilities:

• Evaluate the current engagement strategy and refine it.
• Make clear recommendations and help drive the strategy across the broader company.
• Develop and execute a customer engagement strategy aligned with the customer journey, brand positioning, and business goals.
• Establish a customer touchpoint model and communication calendar for various teams.
• Shift communication focus from transactional messaging to strategic engagement supporting key moments with relevant content.
• Translate customer insights and journey data into strategic engagement frameworks to drive loyalty, retention, and revenue.
• Influence senior leaders to embed engagement strategy into business planning.
• Write and edit customer-facing communications reflecting brand voice to improve the customer experience.
• Ensure messaging supports product launches, program rollouts, policy changes, pricing updates, and strategic initiatives.
• Partner with Corporate Communications on issues and crisis response to safeguard brand reputation.
• Drive customer engagement strategy and execution alongside CX and product teams to ensure communications are mapped to customer journey stages.
• Support the development of external presentations and tailored communications for key accounts and partners.
• Apply service design and design thinking principles to connect engagement moments with customer needs and expectations.
• Own KPIs tied to customer engagement, satisfaction, and business impact, and lead reviews for continuous improvement.
• Monitor customer engagement using defined KPIs and analyze trends to identify opportunities for improvement.
• Regularly report on engagement performance and test new approaches for optimization.
• Create a change communication framework, including impact analysis, readiness planning, and stakeholder alignment.
• Develop internal messaging and training to ensure consistent, confident delivery across teams.
• Serve as a strategic advisor on customer communication and engagement to leadership.
• Mentor cross-functional teams in customer-centric communication, brand voice, and experience design.
• Architect and implement enterprise capabilities to transform customer connection strategies.
• Define and operationalize governance models for engagement across functions and channels.

Requirements:

• Bachelor’s degree; Master’s preferred in Communications, Business, Strategy, or related field.
• 5-7 years of experience in communications, marketing, customer engagement, experience strategy, or enterprise communications.
• Proven ability to craft customer-centric messaging and improve communication processes.
• Strong stakeholder management and cross-functional collaboration skills.
• Proven track record of leading strategic initiatives with measurable business impact.

Preferred Experience:

• Experience in B2B environments.
• Technical acumen supporting automated and digital engagement.
• Experience with service design and design thinking methodologies.
• Strong understanding of organizational change and transformation.

The hourly pay rate range for this position is $38.22 to $46.66 (dependent on factors including but not limited to client requirements, experience, statutory considerations, and location). Benefits available to full-time employees: medical, dental, vision, disability, life insurance, 401k and commuter benefits.

Synergis is proud to be an Equal Opportunity Employer. We value diversity and do not discriminate on the basis of race, color, ethnicity, national origin, religion, age, gender, gender identity, political affiliation, sexual orientation, marital status, disability, military/veteran status, or any other status protected by applicable law.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with the requirements of applicable state and local laws, including but not limited to, the San Francisco Fair Chance Ordinance, the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, and the California Fair Chance Act.

For immediate consideration, please forward your resume to Applications@Synergishr.com.

If you require assistance or an accommodation in the application or employment process, please contact us at Applications@Synergishr.com.

Synergis is a workforce solutions partner serving thousands of businesses and job seekers nationwide. Our digital world has accelerated the need for businesses to build IT ecosystems that enable growth and innovation along with enhancing the Total Experience (TX). Synergis partners with our clients at the intersection of talent and transformation to scale their balanced teams of tech, digital and creative professionals. Learn more about Synergis at www.synergishr.com.