Lead, Engagement Marketing – Telephonic Channels

🔥 10 minutes ago

🇺🇸 United States – Remote

💵 $126.3k - $173.7k / year

⏰ Full Time

🟠 Senior

🎡 Marketing

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Humana

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1961

⚕️ Healthcare Insurance

Healthcare Insurance

Humana is a healthcare company dedicated to making a positive impact on the health of individuals, communities, and the healthcare system as a whole. With a focus on putting health first, Humana serves a diverse range of populations, including seniors and the military, providing Medicare Advantage HMO, PPO, and PFFS plans. Humana is committed to fostering a culture of belonging and mutual respect, offering competitive and flexible benefits to ensure the financial security of its employees and their families. The company prides itself on creating an inclusive workplace where everyone has the opportunity to succeed.

📋 Description

• Lead the strategic oversight and continuous optimization of the live agent channels for marketing campaigns to improve member health outcomes, including both dedicated campaign call centers and Humana’s general customer service • Collaborate with cross-functional teams to forecast call volume, managing timing of outreaches, and plan capacity and resources • Champion the voice of the members by listening to calls for quality and insights, integrating feedback, and enhancing engagements using behavioral signals • Partner with call centers to ensure they have the data they need to deliver personalized support to members on key health topics • Collaborate on strategic projects to improve data and technology integration with call centers, including data exchanges, technology advancements, and operational improvements • Develop and refine test-and-learn strategies, including hypotheses, measurement plans, and performance goals • Execute and optimize multi-channel campaigns (email, mail, SMS, app, web, call center, IVR) across all engagement areas • Support journey mapping and personalization efforts, including NBA (Next Best Action) logic and content orchestration • Participate in agile pod operations, including sprint planning, backlog grooming, and tracking deliverables. • Monitor operational performance to help enable efficient program delivery • Lead performance tracking, outcomes reporting and analyses of live agent channels to inform strategic decisions and roadmap iterations.

🎯 Requirements

• Bachelor’s degree in Marketing, Communications, Business, or a related field or equivalent years of relevant experience. • Minimum of 8 years of experience in lifecycle or customer engagement marketing. • Demonstrated 5 years experience in strategic and operational management of marketing channels, preferably in Live Agent channel. • Demonstrated 5 years experience in performance analyses and leveraging data to inform marketing strategies and drive performance. • Proven ability to manage multiple projects simultaneously with strong attention to detail. • Must be willing to work EST/CST hours

🏖️ Benefits

• medical, dental and vision benefits • 401(k) retirement savings plan • time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave) • short-term and long-term disability • life insurance and many other opportunities