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Humana Associate VP, Digital Experience - Self-Service in Boston, Massachusetts

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, Digital Experience - Self-Service. In this role, you set and execute the vision of Humana.com self-service digital experiences in alignment to enterprise goals and priorities. Accessibility and simplicity of digital experience is paramount in influencing positive business goals such as shopping, retention, and member satisfaction. As such, you will be expected to move forward the digital vision of meeting customers where they are and solving their needs by providing simple, accessible, and seamless ability to shift channels to manage their needs. This position calls for a leader with deep knowledge of digital experience levers and connection to business results, persuasiveness through logic and data, and knowledge of how to inspire product culture and groom talent.

The AVP will report directly to the Vice President, Retail Digital Transformation and will lead a team of 30-40 associates with at least three direct reports. This position can be located anywhere within the lower 48 states and does not require relocation.

Responsibilities

Key Responsibilities

  • Leverage product management expertise to create simple, personalized and omni-channel enabled digital experiences and bring them to life

  • Apply key strategies to serve Humana members needs by actively using digital experience in serving member needs

  • Build roadmaps to enhance Humana's core desktop and mobile web experiences, increase penetration, and improve convenience of self-service digital capabilities for members

  • Spearhead digital channel contribution to goals by page optimization using A/B testing and analytic tools

  • Enhance and create a seamless guided onboarding experience and increase members use of digital onboarding and recommendations

  • Reimagine and personalize MyHumana experience to increase self-service use for Humana's 8M+ Medicare, Medicaid and Pharmacy members

  • Simplify and personalize the ability for members to access their benefits, look up providers, check drug pricing, create personalized medication list, and manage health care needs protected by secure and reliable registration and by a frictionless omni-channel authentication process

  • 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

  • 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 focusing on product management, eCommerce, customer experience, strategic planning, and data management. This person will have a keen sense 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. He/she will have a strong understanding of the digital platform ecosystems, health care digital landscape, and passion and awareness of new innovations and changing customer habits. Finally, this individual will be a strong leader of people with proven success in expanding and elevating the capabilities and performance of the team.

In addition to the above, the following technical qualifications and personal attributes are also sought:

  • MBA, or MS or BS in a Technology field and 15+ yrs. of experience

  • Proven experience overseeing all elements of the product development lifecycle for multi-screen and digital interfaces

  • Demonstrated skill in blending technical knowledge, enterprise product experience, and distilling complexity into experiences that truly meet customer needs

  • Ability to leverage customer insights, feedback, financials, compliance, and risk data to define product features and roadmap in partnership with other SMEs

  • Experience with cloud-based eCommerce and customer experience platforms e.g., Adobe, Salesforce, and others

  • Strong analytic, organization and problem-solving skills enabling sound decision making

  • 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

  • Demonstrated success of driving results through OKR management

  • Strong understanding of business strategy and demonstrating delivery of strategy

  • Work experience in omni-channel customer experience, analytics and customer journey

  • Experience managing partner relationships

  • Healthcare industry experience is preferred

This is a remote position

#LI-Remote

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. See our https://www.humana.com/legal/accessibility-resources?source=Humana_Website.

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