Chief Experience Officer

4 days ago


Seattle, Washington, United States clevelcrossing - Jobboard Full time
Unlock a World of Customer Potential

We are seeking an exceptional leader to join our team as the Chief Experience Officer - Platform Architect. This role is responsible for driving the development and implementation of innovative customer experience strategies across all touchpoints.

As the ideal candidate, you will have extensive experience in product management, platforms, strategic planning, and data management. You will also possess a strong understanding of customer data management, MDM, data architecture, and cloud-based data platforms and technologies.

In this role, you will oversee the creation of a single source of member truth by integrating transactional and interaction information for cross-channel engagement. You will bring focus and prioritization to core platform features across Digital platforms, CRM marketing, sales and service platforms, Contact Center and interactions platform, and other core systems of records.

The successful candidate 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 include:

  1. Setting vision for customer journey orchestration and personalization
  2. Designing and activating the Customer 360 Platform for transactional and health insights
  3. Prioritizing high-value customer experiences by translating experience needs to integrated data platform capabilities in well-defined platform roadmaps
  4. Bringing focus and prioritization to core platforms features across Digital platform, CRM marketing, sales and service platforms, Contact Center and interactions platforms, and other core systems of records
  5. Managing strategic partnerships, including the choice of vendors and alignment to technology strategy of internal platforms
  6. Ensuring that opportunities to optimize the use of the platform ecosystem are identified that will generate the most value to Humana
  7. Recruiting, hiring, developing, and leading 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

This role requires a strong leadership presence, excellent stakeholder management skills, and the ability to work collaboratively with cross-functional teams. The ideal candidate will have a proven track record of delivering results through OKR management and driving business strategy execution.

Salary Estimate: $180,000 - $220,000 per year

Humana is an equal opportunity employer and welcomes applications from diverse candidates. We offer a competitive salary and benefits package, as well as opportunities for professional growth and development.



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