Associate VP Omni-Channel Experience amp Platform Orchestration
1 day ago
Posted on
Apr 11, 2023
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Profile
Description
Humana is a $90 billion (Fortune 40) market leader in integrated healthcare with a clearly defined purpose to help people achieve lifelong well-being. As a company focused on the health and well-being of the people we serve, Humana is committed to advancing the employment experience and vitality of the associate community. Through offerings anchored in a whole-person view of human well-being, Humana embraces a focus on stimulating positive individual and population changes while nurturing a sense of security, enabling people to live life fully and be their most productive.
Against that backdrop, we are seeking an accomplished leader to join our team in the newly-created role of Associate Vice President, Omni-Channel Experience & Platform Orchestration. Connected customer experiences across every channel and touchpoint gives a company a competitive edge in the marketplace with respect to customer engagement and creates high ROI process efficiencies. In order to achieve that, it is important to fuse customer experience with technology platforms and transactional, interaction, and contextual data that is centered on the customer. A successful amalgam of relevant data platforms and workflow orchestration will offer a seamless customer journey across channel interactions and across healthcare needs to Humana's members, with no friction, fall outs, or dead ends.
In this role, you will oversee a product group that focuses on creating a single source of member truth by bringing in transactional and interaction information for cross-channel engagement - digital, contacts, CRM-sales and service. In addition, you will be expected to bring focus and prioritization to core platforms features across Digital platforms, CRM marketing, sales and service platforms, Contact Center and interactions platform, and other core systems of records. This position requires a leader who has a strong understanding of data architecture, technology platforms, and a passion for customer experience.
The AVP will report directly to the Vice President, Retail Digital Transformation and will lead a team of 10-12 associates with four direct reports. This position can be located anywhere within the lower 48 states and does not require relocation.
Responsibilities
Key Responsibilities
- Set vision for customer journey orchestration and personalization
- Design and activation of the Customer 360 Platform for transactional and health insights
- Prioritize high value customer experiences by translating experience needs to integrated data platform capabilities in well-defined platform roadmaps
- Bring focus and prioritization to core platforms features across - Digital platform, CRM marketing, sales and service platforms, Contact Center and interactions platforms, and other core system of records
- Manage strategic partnerships, including the choice of vendors and alignment to technology strategy of internal platforms
- Ensure that opportunities to optimize the use of the platform ecosystem are identified that will generate most value to Humana
- Recruit, hire, develop, and lead a high-performing team of Directors, Principals and Product Managers to set vision, solution and platform roadmaps and manage success of solutions with regard to OKRs and business strategy.
Key Candidate Qualifications
In general terms, the ideal candidate will have extensive professional experience (typically 10 years) in a role with product management, platforms, strategic planning and data management. This person will also have a strong understanding of customer data management, MDM, data architecture, and cloud-based data platforms and technologies, along with a deep understanding of customer data. He/she will have strong stakeholder management expertise as well as strong abilities in using technology to build platforms focused on business results. Finally, this individual will be a hands-on, participative manager who will lead a broad cross-functional team to identify opportunities to drive innovation and disruption in the experiences Humana delivers to its customers.
In addition to the above, the following technical qualifications and personal attributes are also sought:
- MBA, or MS in Computer Sciences/Data Engineering or BS in a Technology field and 15 yrs. of experience
- Business architectural understanding and the ability to create and execute on platform vision
- Experience leading data-driven customer journey visualization, personalization, segmentation, and marketing use cases
- Expertise with technology and data products and a proven record of success in making progress in a fast-paced product agile development model
- Demonstrated success leading large scale projects/programs and technology-based solutions
- Strong analytic, organization and problem-solving skills enabling sound decision making
- Experience with cloud-based customer experience and ability to manage large platforms
- Excellent oral and written communications skills, including the polish, poise, and executive presence that will ensure effective interaction with senior and executive level audiences
- Highly collaborative mindset and excellent relationship-building skills, including the ability to engage many diverse stakeholders and SMEs concurrently and win their co-ownership in the outcome
- Current or recent experience in a large, highly matrixed company (i.e., Fortune 250), with proven ability to influence cross-functional teams, leaders, and key stakeholders in such an environment
- Strong leadership skills, with proven success in expanding and elevating the capabilities and performance of the team
- Demonstrated success of driving results through OKR management
- Strong understanding of business strategy and demonstrating delivery of strategy
- Experience managing vendor relationships
- Work experience in a health care and/or insurance industry is desirable
Scheduled Weekly Hours
40
Humana complies with all applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sex, sexual orientation, gender identity or religion. We also provide free language interpreter services.
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