VP, Consumer Channels

Key Responsibilities 

Channel Strategy & Experience Leadership 

• Develop and execute an integrated omnichannel strategy that improves navigation, engagement, and conversion across Humana’s member and patient audiences. 

• Lead the evolution of Humana’s digital and conversational experiences to deliver simple, personalized, and proactive experiences aligned with enterprise consumer experience (CX) goals. 

• Translate member needs, business priorities, and regulatory requirements into digital and conversational experience enhancements that reduce friction and promote healthier behaviors. 

Product Management 

• Hire, train, and retain best-in-class product management talent.  

• Establish and manage fixed capacity teams that oversee the full product development lifecycle (run, growth, innovation) for their assigned focus areas. 

• Leverage and refine the Product Development Lifecycle to improve pace and quality of delivery.  

Channel Optimization & Execution 

• Oversee end-to-end management of Humana’s key digital and conversational channels (MyHumana web and mobile, CenterWell web and mobile, IVR, Virtual Assistant, Outbound Dialer etc.). 

• Drive continuous improvement using analytics, A/B testing, voice-of-customer insights, and digital accessibility best practices. 

• Partner with clinical, compliance, and digital health teams to ensure all digital content is accurate, CMS-compliant, and aligned with Humana’s health equity commitments. 

Digital Retention & Self-Service Enablement 

• Lower cost to serve by making self-service the default to reduce channel switching for tasks such as benefits look-up, ID cards, claim / EOB status, medication management, and payments. 

• Make escalation seamless by helping members move from digital to chat to call with full context carried over so they feel “known”.  

• Design proactive, not reactive, service. Leverage messaging channels (push notifications, in-app messaging) to proactively communicate what changed and what to do next for high-risk events.  

Digital Monetization & Cross-Sell 

• Target underutilized supplemental benefits where they are likely to reduce avoidable admissions and improve experience.  

• Enable seamless digital pathways into agent-facing channels to preserve higher value interactions e.g. click to call for medication refill. 

• Drive integrated health by promoting CenterWell services (Pharmacy, Primary Care) to Humana Insurance Plan members.  

Data, Analytics & Performance Reporting 

• Build data-driven dashboards that track member engagement, digital channel performance, and operational impact (e.g., call deflection, retention, cross-sell). 

• Translate insights into recommendations that enhance channel ROI and support Humana’s shift toward value-based care. 

• Ensure decisions are grounded in strong data governance and compliant use of member information. 

Cross-Functional Collaboration & Governance 

• Collaborate closely with Marketing, Contact Center Operations, Clinical Innovation, Pharmacy, IT, Finance, and Compliance teams. 

• Put channel governance in place to inform scope trade off decisions that balance member / patient experience and profitability targets.  

• Manage digital agency partners and vendors to support scalable, high-quality execution. 

Success Looks Like 

• Reduce calls requiring live assistance by expanding containment and deflection via IVR/digital self-service. 

• Increase number of digitally engaged members and patients (2x MAUs).  

• Increase integrated health by leveraging digital channel interactions to cross-sell CenterWell services.  

• Seamless omnichannel journeys that reduce member effort and improve health engagement. 

• Digital experiences that reflect Humana’s brand commitments: simple, human, proactive, and trust-building. 

• A unified, insight-driven digital channel roadmap that accelerates Humana’s evolution to a Consumer Healthcare organization. 

Qualifications 

Required 

• 10+ years leading digital, consumer experience, or product organizations at scale.  

• Proven ownership of enterprise digital and conversational channels.  

• Demonstrated experience leveraging product management rigor to accelerate speed to value, improve consumer experiences, and drive business outcomes.  

• Strong understanding of customer-centered design, accessibility standards, SEO/SEM, analytics platforms, CRM, and healthcare digital ecosystems. 

• Proven ability to navigate complex matrixed organizations with clarity, structure, and cross-functional influence. 

• Analytical and detail-oriented, with demonstrated success driving business outcomes through value analysis and business case development.  

• Comfortable operating at executive level.  

• Bachelor’s degree in marketing, business, digital strategy, healthcare administration, or related field 

Preferred 

• Led enterprise-wide digital transformation.  

• Built or scaled Consumer Digital as a standalone business function.  

• Delivered step-change cost-to-serve reduction via digital. 

• Integrated digital + contact center + operations into a unified experience.  

• Successfully modernized legacy platforms while improving experience.  

• Experience working within healthcare compliance frameworks (CMS regulations, HIPAA, clinical content review processes). 

• Experience supporting Medicare and Medicaid populations. 

• MBA or equivalent advanced degree.