Associate VP Digital Experience - Shopping Enrollment ...

Associate VP Digital Experience - Shopping Enrollment Self-Service Location: Chicago, IL, United States Posted on: May 11, 2023 Profile 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. We are seeking an accomplished leader to join our team in the newly-created role of Associate Vice President, Digital Experience - Shopping, Enrollment, & Self-Service. In this role, you will set and execute the vision of Humana.com marketing, shopping, enrollment, and self-service digital experiences in alignment with enterprise goals and priorities. Accessibility and simplicity of digital experience is paramount in influencing positive business goals such as shopping, retention, and member satisfaction. You will be expected to advance the digital vision of meeting customers where they are and solving their needs by providing simple, accessible, and seamless ability 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 Leverage product management expertise to create simple, personalized and omni-channel enabled digital experiences. Apply key strategies to grow Humana members 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 growth goals by providing digital marketing funnel conversion support, enhancing SEO capabilities, and landing page optimization using A/B testing and analytic tools. Grow the end-to-end shopping funnel conversion and increase digitally assisted sales by supporting seamless member engagement of online traffic with Humana's field and Tele-sales agents. 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 lists, and manage health care needs. Collaborate with key product, design and engineering leaders across the organization to define and drive roadmap features, solving for strategic pain points. Recruit, hire, develop, and lead a high-performing team of Directors, Principals and Product Managers. Key Candidate Qualifications 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. They will have a strong understanding of the digital platform ecosystems, health care digital landscape, and a passion for new innovations and changing customer habits. In addition to the above, the following technical qualifications and personal attributes are also sought: MBA, or MS in Computer Sciences/Data Engineering 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 meet customer needs. Ability to leverage customer insights, feedback, financials, compliance, and risk data to define product features and roadmap. Experience with cloud-based eCommerce and customer experience platforms. Strong analytic, organization and problem-solving skills enabling sound decision making. Excellent oral and written communications skills, including the polish, poise, and executive presence for effective interaction with senior and executive level audiences. Highly collaborative mindset and excellent relationship-building skills. Current or recent experience in a large, highly matrixed company. 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. 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. #J-18808-Ljbffr

Created: 2025-03-03