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Humana Director, Consumer Experience Strategy in Boston, Massachusetts


Humana is a Fortune 60 healthcare company with a history of successful innovation and reinvention, with over 50 years as a proven leader and innovator in the health and wellness industry. A passionate emphasis on people, choice, well-being, and innovation guide our business practices and culture. We're not just a health insurance company: our diverse lines of business position us to serve millions of people with a wide range of needs, including seniors, military members, and self-employed individuals.

Humana has a market leading Medicare Advantage and Medicare Prescription drug businesses, with full-year revenue reaching $77.2 billion in 2020, an increase of nearly 20% from $64.9 billion in 2019. Humana also continues to invest in developing a robust integrated care delivery model that integrates insurance with high value health care services, such as Primary Care, Home Care, and Pharmacy. Humana is consistently recognized as a top place to work in healthcare, especially in areas of Diversity and Inclusion.


Humana's Consumer Experience Strategy and Design team was formed to deliver one thing: a personalized, seamless and easy healthcare experience for all our members. This team operates with a mandate to break down traditional silos and design solutions based on how our members seek and receive care, not how operating groups structure themselves. By teaming differently, pioneering agile methodologies, and relentlessly focusing on the consumer experience, the Consumer Experience Strategy and Design team seeks to deliver on this promise for all our members.

The Consumer Strategy Group supports this consumer-centric operating model from the moment a member learns about Humana through their first year as a member in our care. This team consists of strategy leaders dedicated to supporting a cross-functional teams of design strategists, technologists and operators. This team combines classical strategy methodologies with a pragmatic operational 'get-it-done' approach alongside several impacted business areas, including clinical services, sales, marketing, IT/technology, and customer service.

As a Director of Consumer Experience Strategy, you will serve as a strategic partner to senior Retail operating leaders and help distill the vision of the Consumer Experience Strategy and Design team into actionable opportunities addressing major pain points in the consumer journey. You will be applying foundational business principles to value new opportunities, manage report-outs to senior leadership, value map the experience, and move agile teams forward through in-market testing and implementation.

Sample project work:

  • 'Enroll & Onboard' journey: help identify business opportunities for product, design and process improvements in the first 100 days of a new members healthcare experience

  • 'Learn, Shop, Choose' journey: help develop business value 'fact-base' to support first agile sprints and align work to core operations in sales and marketing functions

  • Collaborating with journey leaders to communicate strategic recommendations and operating roadmap for the CEO, C-Suite and Board of Directors

  • Collaborate with CX Analytics Director to identify and implement key consumer experience measures that create a feedback loop for operators

What You Will Do:

  • Managing high-profile, high-impact strategy projects from developing an approach to delivering recommendations and final deliverables

  • Cultivate engaging and productive workshops, updates and readouts for senior Humana leadership including the CEO, Management Team and Board of Directors

  • Develop high quality analysis and deliverables that clearly frame growth objectives, issues/challenges, and articulate compelling, insightful findings and recommendations

  • Conduct interviews, working sessions, and report-outs with leaders across the company

  • Oversee industry, market, competitor, and financial analysis

  • Work collaboratively with fellow team members and leaders across the company

Required Qualifications:

  • Bachelor's degree

  • 3-5 years prior experience at top tier consulting firm such as BCG, Bain or McKinsey in a position as Manager, Project lead, Engagement Manager or equivalent

  • Demonstrated ability to independently manage strategy engagements from conception to final deliverables

  • Highly collaborative, flexible, team oriented working style

  • Strong problem solving skills and the ability to perform complex qualitative and quantitative analysis

  • Excellent verbal and written communication abilities

  • Ability to quickly build and maintain trust with senior business leaders

  • Reside in Central or Eastern time zone

Preferred Qualifications:

  • Preference will be given to those with MBA, MA/MS, PhD, or graduate degree in a management field, with outstanding academic credentials

  • Prior healthcare industry experience, preferably in the managed care or provider sector

  • Prior casework experience in product design and consumer journey cultivation

Who You'll Be Working With:

  • This role reports to the Associate Vice President of Consumer Strategy and Transformation

  • Will work closely with the entire retail strategy team, including product design strategists, analytical leads, and business operators

  • Currently this position is an individual contributor, but team is being built out and it's possible we'll be hiring senior analysts / consultants which could report to this individual.

Scheduled Weekly Hours