Job Details
VP, Consumer Channels
**Become a part of our caring community and help us put health first**
Job Description: Consumer Channels Executive - Humana
Overview
The Consumer Channel Executive plays a critical role in advancing Humana's mission to improve the health and well-being of the people we serve by delivering simple, personalized, and frictionless digital and conversational experiences. This leader is responsible for re-imagining Humana's self-service channels-including .com, member / patient secure portals, and conversational (IVR, Chat, Co-Browse, Virtual Assistant) - to drive customer acquisition, engagement, lower cost via self-service, and improve health outcomes. The ideal candidate combines strategic vision with operational discipline, healthcare compliance fluency, a strong focus on customer -centered design, and value realization.
**Key Responsibilities**
**Channel Strategy & Experience Leadership**
+ Develop and execute an integratedomnichannel strategy that improves navigation, engagement, and conversion across Humana's memberandpatientaudiences.
+ Lead the evolution of Humana's digitaland conversational experiencesto deliver simple, personalized, and proactive experiences aligned with enterprise consumer experience (CX) goals.
+ Translate member needs,businesspriorities, and regulatory requirements into digitaland conversationalexperience enhancements that reduce friction and promote healthier behaviors.
**Product Management**
+ Hire, train, andretainbest-in-class product management talent.
+ Establish andmanagefixed capacity teams thatoverseethe full product development lifecycle (run, growth, innovation)for their assigned focus areas.
+ Leverage and refinethe Product Development Lifecycle to improvepaceand qualityof delivery.
**Channel Optimization & Execution**
+ Oversee end-to-end management of Humana's key digitaland conversationalchannels (MyHumanaweb and mobile,CenterWellweb and mobile, IVR,Virtual Assistant,Outbound Dialeretc.).
+ 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 isaccurate, CMS-compliant, and aligned with Humana's health equity commitments.
**Digital Retention & Self-Service Enablement**
+ Lower cost to serve bymaking self-service the defaultto reduce channel switchingfor tasks such as benefitslook-up, ID cards,claim / EOB status,medicationmanagement, andpayments.
+ Make escalation seamlessby helping membersmove fromdigital to chat to call with full context carried overso they feel "known".
+ Designproactive, not reactive, service.Leveragemessaging channels (push notifications, in-app messaging)to proactivelycommunicatewhat changed and what to do next forhigh-riskevents.
**Digital** **Monetization** **& Cross-Sell**
+ Target underutilized supplemental benefitswhere they are likely to reduce avoidable admissions and improve experience.
+ Enable seamless digital pathways into agent-facing channelsto preservehigher valueinteractionse.g.click to call for medication refill.
+ Driveintegrated health by promotingCenterWellservices (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 CenterOperations, ClinicalInnovation, Pharmacy, IT,Finance, and Compliance teams.
+ Put channel governance in placetoinformscopetrade off decisions that balance member / patient experience andprofitability targets.
+ Manage digital agency partners and vendors to support scalable, high-quality execution.
**Use your skills to make an impact**
**Success Looks Like**
+ Reduce calls requiring liveassistanceby expandingcontainment and deflectionviaIVR/digital self-service.
+ Increasenumberof digitally engaged members and patients(2x MAUs).
+ Increaseintegrated health byleveragingdigital channel interactions to cross-sellCenterWellservices.
+ Seamlessomnichanneljourneys 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'sevolution to a Consumer Healthcare organization.
**Qualifications**
**Required**
+ 10+ yearsleadingdigital, consumer experience, or product organizations at scale.
+ Proven ownership of enterprise digital and conversational channels.
+ Demonstrated experienceleveragingproduct management rigor to accelerate speed to value, improve consumer experiences, and drive business outcomes.
+ Strong understanding ofcustomer-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, withdemonstratedsuccess drivingbusiness outcomesthrough value analysis and business case development.
+ Comfortableoperating 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-servereduction via digital.
+ Integrateddigital + contact center + operations into a unified experience.
+ Successfullymodernized 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.
Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.
**Scheduled Weekly Hours**
40
Application Deadline: 02-25-2026
**About us**
Humana Inc. (NYSE: HUM) is committed to putting health first - for our teammates, our customers and our company. Through our Humana insurance services and 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, Medicaid, families, individuals, military service personnel, and communities at large.
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**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.
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.
Job Description: Consumer Channels Executive - Humana
Overview
The Consumer Channel Executive plays a critical role in advancing Humana's mission to improve the health and well-being of the people we serve by delivering simple, personalized, and frictionless digital and conversational experiences. This leader is responsible for re-imagining Humana's self-service channels-including .com, member / patient secure portals, and conversational (IVR, Chat, Co-Browse, Virtual Assistant) - to drive customer acquisition, engagement, lower cost via self-service, and improve health outcomes. The ideal candidate combines strategic vision with operational discipline, healthcare compliance fluency, a strong focus on customer -centered design, and value realization.
**Key Responsibilities**
**Channel Strategy & Experience Leadership**
+ Develop and execute an integratedomnichannel strategy that improves navigation, engagement, and conversion across Humana's memberandpatientaudiences.
+ Lead the evolution of Humana's digitaland conversational experiencesto deliver simple, personalized, and proactive experiences aligned with enterprise consumer experience (CX) goals.
+ Translate member needs,businesspriorities, and regulatory requirements into digitaland conversationalexperience enhancements that reduce friction and promote healthier behaviors.
**Product Management**
+ Hire, train, andretainbest-in-class product management talent.
+ Establish andmanagefixed capacity teams thatoverseethe full product development lifecycle (run, growth, innovation)for their assigned focus areas.
+ Leverage and refinethe Product Development Lifecycle to improvepaceand qualityof delivery.
**Channel Optimization & Execution**
+ Oversee end-to-end management of Humana's key digitaland conversationalchannels (MyHumanaweb and mobile,CenterWellweb and mobile, IVR,Virtual Assistant,Outbound Dialeretc.).
+ 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 isaccurate, CMS-compliant, and aligned with Humana's health equity commitments.
**Digital Retention & Self-Service Enablement**
+ Lower cost to serve bymaking self-service the defaultto reduce channel switchingfor tasks such as benefitslook-up, ID cards,claim / EOB status,medicationmanagement, andpayments.
+ Make escalation seamlessby helping membersmove fromdigital to chat to call with full context carried overso they feel "known".
+ Designproactive, not reactive, service.Leveragemessaging channels (push notifications, in-app messaging)to proactivelycommunicatewhat changed and what to do next forhigh-riskevents.
**Digital** **Monetization** **& Cross-Sell**
+ Target underutilized supplemental benefitswhere they are likely to reduce avoidable admissions and improve experience.
+ Enable seamless digital pathways into agent-facing channelsto preservehigher valueinteractionse.g.click to call for medication refill.
+ Driveintegrated health by promotingCenterWellservices (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 CenterOperations, ClinicalInnovation, Pharmacy, IT,Finance, and Compliance teams.
+ Put channel governance in placetoinformscopetrade off decisions that balance member / patient experience andprofitability targets.
+ Manage digital agency partners and vendors to support scalable, high-quality execution.
**Use your skills to make an impact**
**Success Looks Like**
+ Reduce calls requiring liveassistanceby expandingcontainment and deflectionviaIVR/digital self-service.
+ Increasenumberof digitally engaged members and patients(2x MAUs).
+ Increaseintegrated health byleveragingdigital channel interactions to cross-sellCenterWellservices.
+ Seamlessomnichanneljourneys 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'sevolution to a Consumer Healthcare organization.
**Qualifications**
**Required**
+ 10+ yearsleadingdigital, consumer experience, or product organizations at scale.
+ Proven ownership of enterprise digital and conversational channels.
+ Demonstrated experienceleveragingproduct management rigor to accelerate speed to value, improve consumer experiences, and drive business outcomes.
+ Strong understanding ofcustomer-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, withdemonstratedsuccess drivingbusiness outcomesthrough value analysis and business case development.
+ Comfortableoperating 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-servereduction via digital.
+ Integrateddigital + contact center + operations into a unified experience.
+ Successfullymodernized 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.
Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.
**Scheduled Weekly Hours**
40
Application Deadline: 02-25-2026
**About us**
Humana Inc. (NYSE: HUM) is committed to putting health first - for our teammates, our customers and our company. Through our Humana insurance services and 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, Medicaid, families, individuals, military service personnel, and communities at large.
?
**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.
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.
Job #NLX288211029