Consumer Onboarding Strategy Execution Lead

humana | Healthcare insurance

2h 51m ago

Remote In-Country

Full Time

United States of America

$138.2k - $190.1k USD/yr

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Humana is undertaking a strategic transformation towards becoming a consumer-driven health care company. As part of this, the member onboarding experience has been identified as a critical moment in the customer engagement lifecycle. We are seeking a Consumer Onboarding Strategy Execution Lead to help progress this important work. This role offers a unique opportunity to lead and transform new member experiences during one of the most pivotal moments in their journey – when they first join Humana.

Reporting to the Strategy Advancement Principal - Onboarding Execution, you’ll partner with teammates in Enterprise Growth and cross-functionally (e.g., Marketing, Digital, Call Centers, Stars, among others) to facilitate the delivery of a reimagined, omni-channel onboarding experience for our members. Thinking and acting big and small, you will activate partners across the enterprise to ensure that the program strategy is brought to life through small-scale pilots, in-market testing, or via full-scale launch. This will also involve ensuring that workstreams stay aligned, on track, and in service of a thoughtful and helpful onboarding experience that delights customers and supports business objectives.

Additionally, this candidate will be closely involved in executive stakeholder communication, including preparing for highly visible executive forums to showcase progress and impact across different strategic opportunities, escalating roadblocks, gathering commitments, and reconciling input.

This is not a feature roadmap role; it's a program leadership role with a dual focus: (1) ensuring that our onboarding approach continuously advocates for member needs while (2) driving value for our business. You will act as a champion for our members to ensure their needs are being met at every step of their journey while defining a delivery approach that produces incremental value.

Additional Responsibilities:

Lead execution of Humana's Enterprise Onboarding Transformation Program, serving as the execution-focused product manager for the member onboarding experience and ensuring strategic priorities are translated into integrated, actionable delivery plans across workstreams
Own the end-to-end omni-channel onboarding roadmap and execution, partnering with the Strategy Advancement Principal and cross-functional teams to prioritize opportunities, accelerate pilots, manage interdependencies, and deliver key milestones across member segments
Drive cross-functional program governance and operational excellence by coordinating stakeholders, facilitating decision-making, managing risks, issues, dependencies, and escalations, and ensuring accountability for deliverables and outcomes
Influence and align business partners and workstream leaders without direct authority to maintain momentum, resolve barriers, and advance strategic initiatives that improve member onboarding and enterprise objectives
Support executive engagement and program visibility through clear communications, status reporting, leadership readouts, and concise updates on strategic intent, progress to established goals, risks, key decisions, and program performance
Partner with Integrated Measurement to optimize onboarding performance by tracking KPIs, analyzing trends, identifying improvement opportunities, testing new approaches, and recommending actions that enhance member experience and program outcomes
Drive organizational readiness and adoption by supporting change management efforts, maintaining onboarding processes and documentation, and enabling effective implementation of new tools, capabilities, and ways of working
Bring structure, clarity, and urgency to complex challenges, balancing enterprise priorities with member-centric outcomes to ensure successful execution and measurable business impact

Use your skills to make an impact

Required Qualifications

Bachelor’s Degree and at least 6+ years of progressive experience creating program or product strategy, supporting implementation, prioritization, planning, and execution of high-impact, enterprise-wide initiatives
Strong leadership and stakeholder management skills, including the ability to build trust and credibility with senior business leaders and influence decision-making across the enterprise
Proven success delivering large, multi-workstream programs in healthcare or similarly complex environments – with experience working across various business functions, processes, and technology domains
Exceptional verbal and written communication skills, with demonstrated experience with storyboarding and developing presentations to both operation and executive audiences
Ability to distill strategic goals into actionable, measurable execution plans
Expertise in program acceleration, risk mitigation, and managing cross-functional interdependencies
Superior analytical and problem-solving skills with experience transforming data into actionable insights (i.e., Microsoft Excel)
Highly collaborative, adaptable, and able to lead through ambiguity in a dynamic environment

Preferred Qualifications

MBA, MPH, other graduate degree
Experience with healthcare transformation, member onboarding, or lifecycle programs
Familiarity with healthcare, including CMS regulations, digital health ecosystems, and human centered design
Success working in matrixed environments with distributed accountability

Work at Home Requirements: To ensure Home or Hybrid Home/Office employees’ ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria: At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested. In certain roles, the minimum recommended internet speed required by Humana may not be sufficient for business needs. Humana reserves the right to require associates to upgrade their internet service if necessary. Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information. Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.

Scheduled Weekly Hours

Pay Range

The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.

$138,200 - $190,100 per year

This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.

Description of Benefits

Humana, Inc. and its affiliated subsidiaries (collectively, “Humana”) offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.

About Us

About Humana: Humana Inc. (NYSE: HUM) is a leading U.S. healthcare company. Through our Humana insurance services and our CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health – delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare and Medicaid, families, individuals, military service personnel, and communities at large. Learn more about what we offer at Humana.com and at CenterWell.com.

Equal Opportunity Employer

It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status. It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.

Required Skills

dataexcel

Required Languages

🇬🇧 English

Become a part of our caring community

Additional Responsibilities:

Lead execution of Humana's Enterprise Onboarding Transformation Program, serving as the execution-focused product manager for the member onboarding experience and ensuring strategic priorities are translated into integrated, actionable delivery plans across workstreams
Own the end-to-end omni-channel onboarding roadmap and execution, partnering with the Strategy Advancement Principal and cross-functional teams to prioritize opportunities, accelerate pilots, manage interdependencies, and deliver key milestones across member segments
Drive cross-functional program governance and operational excellence by coordinating stakeholders, facilitating decision-making, managing risks, issues, dependencies, and escalations, and ensuring accountability for deliverables and outcomes
Influence and align business partners and workstream leaders without direct authority to maintain momentum, resolve barriers, and advance strategic initiatives that improve member onboarding and enterprise objectives
Support executive engagement and program visibility through clear communications, status reporting, leadership readouts, and concise updates on strategic intent, progress to established goals, risks, key decisions, and program performance
Partner with Integrated Measurement to optimize onboarding performance by tracking KPIs, analyzing trends, identifying improvement opportunities, testing new approaches, and recommending actions that enhance member experience and program outcomes
Drive organizational readiness and adoption by supporting change management efforts, maintaining onboarding processes and documentation, and enabling effective implementation of new tools, capabilities, and ways of working
Bring structure, clarity, and urgency to complex challenges, balancing enterprise priorities with member-centric outcomes to ensure successful execution and measurable business impact

Use your skills to make an impact

Required Qualifications

Bachelor’s Degree and at least 6+ years of progressive experience creating program or product strategy, supporting implementation, prioritization, planning, and execution of high-impact, enterprise-wide initiatives

Strong leadership and stakeholder management skills, including the ability to build trust and credibility with senior business leaders and influence decision-making across the enterprise

Proven success delivering large, multi-workstream programs in healthcare or similarly complex environments – with experience working across various business functions, processes, and technology domains

Exceptional verbal and written communication skills, with demonstrated experience with storyboarding and developing presentations to both operation and executive audiences

Ability to distill strategic goals into actionable, measurable execution plans

Expertise in program acceleration, risk mitigation, and managing cross-functional interdependencies

Superior analytical and problem-solving skills with experience transforming data into actionable insights (i.e., Microsoft Excel)

Highly collaborative, adaptable, and able to lead through ambiguity in a dynamic environment

Preferred Qualifications

MBA, MPH, other graduate degree

Experience with healthcare transformation, member onboarding, or lifecycle programs

Familiarity with healthcare, including CMS regulations, digital health ecosystems, and human centered design

Success working in matrixed environments with distributed accountability

Scheduled Weekly Hours

Pay Range

Description of Benefits

About Us

Equal Opportunity Employer