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**Digital Experience Strategist**, **Associate Vice President**
2 months ago
We are seeking a seasoned leader to join our team as an Associate Vice President, Digital Experience - Shopping, Enrollment & Self-Service. In this role, you will be responsible for setting and executing the vision of marketing, shopping, enrollment, and self-service digital experiences in alignment with enterprise goals and priorities.
Key Responsibilities:- Develop and Implement Digital Strategies: Create simple, personalized, and omni-channel enabled digital experiences that meet the needs of Humana's members.
- Grow Humana's Member Base: Utilize digital experience to serve member needs and drive growth.
- Enhance Digital Capabilities: Build roadmaps to enhance Humana's core desktop and mobile web experiences, increase penetration, and improve convenience of self-service digital capabilities for members.
- Drive Digital Channel Contribution: Spearhead digital channel contribution to growth goals by providing digital marketing funnel conversion support, enhancing SEO capabilities, and landing page optimization using A/B testing and analytic tools.
- Improve Shopping Funnel Conversion: Grow the end-end shopping funnel conversion and increase digitally assisted sales by supporting seamless member engagement of online traffic with Humana's field and Tele-sales agents.
- Enhance Onboarding Experience: Enhance and create a seamless guided onboarding experience and increase members' use of digital onboarding and recommendations.
- Personalize MyHumana Experience: Reimagine and personalize MyHumana experience to increase self-service use for Humana's 8M Medicare, Medicaid, and Pharmacy members.
- Collaborate with Cross-Functional Teams: Collaborate with key product, design, and engineering leaders across the organization to define and drive roadmap features, solving for strategic pain points from the moment of need for healthcare benefits, benefits selection, benefits utilization, getting behavioral health cues, renewing membership, and each interaction in the customer journey.
- Lead a High-Performing Team: 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.
- Extensive Professional Experience: 10+ years of experience in a role focusing on product management, eCommerce, customer experience, strategic planning, and data management.
- Strong Understanding of UX and Visual Design: Strong understanding of good UX and visual design, with the ability to test strong hypotheses through A/B tests, continuous assessments of member behavior, and insights through dashboards and analytics.
- Knowledge of Digital Platform Ecosystems: Strong understanding of the digital platform ecosystems, health care digital landscape, and passion and awareness of new innovations and changing customer habits.
- Strong Leadership Skills: Strong leadership skills with proven success in expanding and elevating the capabilities and performance of the team.
- Advanced Education: MBA, or MS in Computer Sciences/Data Engineering or BS in a Technology field and 15 yrs. of experience.
- Experience with Cloud-Based eCommerce and Customer Experience Platforms: Proven experience overseeing all elements of the product development lifecycle for multi-screen and digital interfaces.
- Ability to Leverage Customer Insights: Demonstrated skill in blending technical knowledge, enterprise product experience, and distilling complexity into experiences that truly meet customer needs.
- Strong Analytic, Organization, and Problem-Solving Skills: Ability to leverage customer insights, feedback, financials, compliance, and risk data to define product features and roadmap in partnership with other SMEs.
- Excellent Communication Skills: Excellent oral and written communications skills, including the polish, poise, and executive presence that will ensure effective interaction with senior and executive level audiences.
- Collaborative Mindset: 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.
- Experience in a Large, Highly Matrixed Company: 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.
- Success in OKR Management: Demonstrated success of driving results through OKR management.
- Business Strategy and Delivery: Strong understanding of business strategy and demonstrating delivery of strategy.
- Omni-Channel Customer Experience: Work experience in omni-channel customer experience, analytics, and customer journey.
- Partner Relationship Management: Experience managing partner relationships.
- Healthcare Industry Experience: Healthcare industry experience is preferred.
Scheduled Weekly Hours: 40
Humana is an equal opportunity employer and 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.
