Associate Vice President of Omni-Channel Experience and Platform Orchestration

5 days ago

Saint Paul, Minnesota, United States CLevelCrossing Full time
Job Title: Associate Vice President of Omni-Channel Experience and Platform Orchestration

Humana is seeking an accomplished leader to join our team in the newly-created role of Associate Vice President, Omni-Channel Experience & Platform Orchestration. This position requires a leader with a strong understanding of data architecture, technology platforms, and a passion for customer experience.

Key Responsibilities:
  • Set vision for customer journey orchestration and personalization.
  • Design and activate 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.
  • 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 the 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.
Requirements:
  • Extensive professional experience (typically 10 years) in product management, platforms, strategic planning, and data management.
  • Strong understanding of customer data management, MDM, data architecture, and cloud-based data platforms and technologies.
  • Strong stakeholder management expertise and abilities in using technology to build platforms focused on business results.
  • MBA, or MS in Computer Sciences/Data Engineering or BS in a Technology field and 15 years 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 fast-paced product agile development models.
  • 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 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.
  • Strong leadership skills, with proven success in expanding and elevating the capabilities and performance of the team.
  • Demonstrated success in driving results through OKR management.
  • Strong understanding of business strategy and demonstrating delivery of strategy.
  • Experience managing vendor relationships.
  • Work experience in a healthcare and/or insurance industry is desirable.

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