Role Overview 

The Program Lead for Customer Communications is responsible for leading high‑impact, data‑driven lifecycle communication strategies that drive customer engagement. This role owns the execution of cross‑channel testing initiatives and serves as a key connector across Analytics, Operations, Product, Technology, and Compliance teams.  

This person brings a strong customer‑centric lens, a rigorous testing mindset, and the ability to execute and influence outcomes across the enterprise - operating with autonomy and accountability while partnering closely with leaders and stakeholders.   

Key Responsibilities  

• Drive communication initiatives that support customer engagement during key moments in the customer journey 

• Coordinate cross‑channel testing across email, SMS, direct mail, AI agent, and operations 

• Identify and influence opportunities to drive incremental lift through data-driven experimentation and own corresponding strategies 

• Operationalize automated communications in partnership with execution channels with minimal customer or operational disruption.  

• Partner with analytics to develop targeting and selection criteria for test/learn campaigns; identify test segments based on results and provide testing and targeting recommendations. 

• Lead frequent forums to socialize progress, create alignment and strengthen vision with business units 

• Manage ongoing measurement of communications, proactively identify risks and deliver resolution in collaboration with partners 

• Champion new models and processes that increase process control, reliability and scalability 

• Lead marketing communications platform transitions with smart testing and enhancement 

• Serve as a trusted partner to Analytics, Product, Operations, Technology, and Compliance teams, aligning marketing communications with enterprise initiatives  

• Develop and deliver presentations that report on key metrics, summarize results, and provide insights to inform future test strategies with clarity and confidence.  

Qualifications 

• 5+ years of strategic marketing experience in customer acquisition and/or loyalty marketing along with a relevant Bachelor’s degree. 

• Ability to understand the company business strategy and support through marketing initiatives 

• Proven experience with campaign development, from briefs through working with creative teams and channel managers to launch 

• Proven analytical skills to drive strategic and tactical marketing initiatives. 

• Excellent communication skills and the ability to effectively work with all levels of management. 

• Adept in creative problem solving, with outstanding organizational, interpersonal, and multitasking skills, as well as the ability to juggle multiple fast paced, deadline-driven projects. 

• Excel at fostering collaboration and influencing outcomes across cross-functional partners  

• Proficiency in Microsoft Office suite and ability to create powerful storylines and presentations to gain buy-in across the organization 

• Financial services, lending experience and/or customer engagement experience desired. 

• Experience with Adobe Campaign or other campaign management platforms is a plus. 

• Location : Baltimore, MD hybrid schedule  

• Baltimore, MD Target base salary range is $85,000-110,000, which is based on various factors including skills and work experience. In addition to base salary, this role is eligible for a competitive compensation program that is based on individual and company performance.

  Who we Are

  OneMain Financial (NYSE: OMF) is the leader in offering nonprime customers responsible access to credit and is dedicated to improving the financial well-being of hardworking Americans. Since 1912, we’ve looked beyond credit scores to help people get the money they need today and reach their goals for tomorrow. Our growing suite of personal loans, credit cards and other products help people borrow better and work toward a brighter future.

  Driven collaborators and innovators, our team thrives on transformative digital thinking, customer-first energy and flexible work arrangements that grow lives, careers and our company. At every level, we’re committed to an inclusive culture, career development and impacting the communities where we live and work. Getting people to a better place has made us a better company for over a century. There’s never been a better time to shine with OneMain.

  Because team members at their best means OneMain at our best, we provide opportunities and benefits that make their health and careers a priority. That’s why we’ve packed our comprehensive benefits package for full- and some part-timers with: 

• Health and wellbeing options including medical, prescription, dental, vision, hearing, accident, hospital indemnity, and life insurances
• Up to 4% matching 401(k)  
• Employee Stock Purchase Plan (10% share discount)  

• Tuition reimbursement  

• Paid time off (15 days’ vacation per year, prorated based on start date)
• Paid sick leave as determined by state or local ordinance (prorated based on start date)
• 11 Paid holidays (4 floating holidays, prorated based on start date)
• Paid volunteer time (3 days per year, prorated based on start date)