Client Communication & Engagement Leader
Lockton, Inc., Kansas City, Missouri, United States, 64101
Job Summary:
This new strategic role is created in effort to elevate how we support our clients in engaging, educating, and empowering their employees around their benefits. This leader will build a human-centered strategy, frameworks, and tools that allow our client service teams to develop and deliver a consistent, year-round employee communication experience - one that drives understanding - resulting in improved utilization, and enhanced overall employee experience. This will include materials and channels aimed at closing gaps in care, creating informed consumers, and maximizing benefit spend/investment, with measurable outputs and reporting.
This is not a tactical communications role. This is a practice-building, strategy, and enablement role that will shape how our teams approach employee communications across every client.
Key Responsibilities
Strategy & Framework Development:
Collect comprehensive insights from client and employee sources to evaluate current state efforts and inform strategic direction while identifying gaps and opportunities Build, in collaboration with key stakeholders, an Employee Communications & Engagement Strategy Framework. Develop an Employee Communication and Engagement Scope of Services to include representative pricing. Create standardized annual communication planning documents, message maps, campaign roadmaps, and engagement calendars to be used across client teams with flexibility for customization. Create the tools, resources and the guidance necessary for consultants to map and tailor communication and engagement strategy for employer clients to best meet the needs of the client's unique employee population. Establish best practices for client-facing benefits communication and employee engagement. Toolkit, Templates & Content Architecture:
Lead creation of a comprehensive multi-channel communications toolkit including templates, campaigns, guides, and messaging frameworks, leveraging modern tools and supports, including AI. Partner with Lockton Creative Services to translate strategy into modern, high-quality designs and templates. Maintain, evolve, and update as necessary the content library and ensure brand alignment in collaboration with key Specialty Practices (e.g. Compliance, Precision Health, Pharmacy, IAS, etc.). Continually test and evaluate content, templates, and methodologies to improve engagement rates. Client & Internal Enablement:
Train and guide consultants on communication tools and plans. Serve as the Series expert on benefits communication and employee engagement. Partner with specialty practices to integrate content and messaging. Execution Oversight & Quality:
Provide leadership and oversight for complex communication strategies. Establish standards for quality, consistency, and timing, as well as delivery messaging. Review and approve templates and creative deliverables. Practice Leadership & Governance:
Define product offerings, pricing, and scope of communications packages. Identify revenue opportunities tied to communications & engagement. Track engagement metrics and outcomes. Lead roadmap planning for future capabilities and tools, including staying abreast of benefits administration and engagement innovation and vetting engagement and vendor tools, as necessary. Customer Success Measurement:
Partner with internal analytics teams to measure impact of engagement efforts, including both quantitative and qualitative measures Develop reporting templates that can be reviewed both internally and shared with clients Conduct retrospectives with clients in partnership with consultants to gain feedback and identify opportunities for improvement Requirements:
Required:
Ability to build strategic communication frameworks. Experience collaborating with creative or design teams. Ability to simplify complex benefit concepts. Proven cross-functional influence and leadership. Strong project management and multitasking skills. Strong understanding of employee benefits. Preferred:
Experience in a brokerage or consulting environment. 3+ years experience shaping and executing enterprise-level communication strategies that drive employee engagement and alignment. Knowledge of behavioral science or employee experience frameworks. Familiarity with communication or content management tools. Exposure to change management methodologies. Attributes of the Ideal Candidate:
Strategic thinker and operational builder. Strong communicator with a human-centered approach. Highly collaborative and trusted across teams. Practical and hands-on when needed. Thrives in entrepreneurial environments. Passionate about employee engagement. Proactive, self-starter, deeply curious
This new strategic role is created in effort to elevate how we support our clients in engaging, educating, and empowering their employees around their benefits. This leader will build a human-centered strategy, frameworks, and tools that allow our client service teams to develop and deliver a consistent, year-round employee communication experience - one that drives understanding - resulting in improved utilization, and enhanced overall employee experience. This will include materials and channels aimed at closing gaps in care, creating informed consumers, and maximizing benefit spend/investment, with measurable outputs and reporting.
This is not a tactical communications role. This is a practice-building, strategy, and enablement role that will shape how our teams approach employee communications across every client.
Key Responsibilities
Strategy & Framework Development:
Collect comprehensive insights from client and employee sources to evaluate current state efforts and inform strategic direction while identifying gaps and opportunities Build, in collaboration with key stakeholders, an Employee Communications & Engagement Strategy Framework. Develop an Employee Communication and Engagement Scope of Services to include representative pricing. Create standardized annual communication planning documents, message maps, campaign roadmaps, and engagement calendars to be used across client teams with flexibility for customization. Create the tools, resources and the guidance necessary for consultants to map and tailor communication and engagement strategy for employer clients to best meet the needs of the client's unique employee population. Establish best practices for client-facing benefits communication and employee engagement. Toolkit, Templates & Content Architecture:
Lead creation of a comprehensive multi-channel communications toolkit including templates, campaigns, guides, and messaging frameworks, leveraging modern tools and supports, including AI. Partner with Lockton Creative Services to translate strategy into modern, high-quality designs and templates. Maintain, evolve, and update as necessary the content library and ensure brand alignment in collaboration with key Specialty Practices (e.g. Compliance, Precision Health, Pharmacy, IAS, etc.). Continually test and evaluate content, templates, and methodologies to improve engagement rates. Client & Internal Enablement:
Train and guide consultants on communication tools and plans. Serve as the Series expert on benefits communication and employee engagement. Partner with specialty practices to integrate content and messaging. Execution Oversight & Quality:
Provide leadership and oversight for complex communication strategies. Establish standards for quality, consistency, and timing, as well as delivery messaging. Review and approve templates and creative deliverables. Practice Leadership & Governance:
Define product offerings, pricing, and scope of communications packages. Identify revenue opportunities tied to communications & engagement. Track engagement metrics and outcomes. Lead roadmap planning for future capabilities and tools, including staying abreast of benefits administration and engagement innovation and vetting engagement and vendor tools, as necessary. Customer Success Measurement:
Partner with internal analytics teams to measure impact of engagement efforts, including both quantitative and qualitative measures Develop reporting templates that can be reviewed both internally and shared with clients Conduct retrospectives with clients in partnership with consultants to gain feedback and identify opportunities for improvement Requirements:
Required:
Ability to build strategic communication frameworks. Experience collaborating with creative or design teams. Ability to simplify complex benefit concepts. Proven cross-functional influence and leadership. Strong project management and multitasking skills. Strong understanding of employee benefits. Preferred:
Experience in a brokerage or consulting environment. 3+ years experience shaping and executing enterprise-level communication strategies that drive employee engagement and alignment. Knowledge of behavioral science or employee experience frameworks. Familiarity with communication or content management tools. Exposure to change management methodologies. Attributes of the Ideal Candidate:
Strategic thinker and operational builder. Strong communicator with a human-centered approach. Highly collaborative and trusted across teams. Practical and hands-on when needed. Thrives in entrepreneurial environments. Passionate about employee engagement. Proactive, self-starter, deeply curious