Director of Product, Customer Lifecycle & Engagement

🕒 il y a 1 jour

🇺🇸 États-Unis – Télétravail

💵 $168 000 - $231 000 / an

⏰ Temps Plein

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✅ Responsable Produit

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Humana

Site WebLinkedInTous les Emplois

10 000+ employés

Fondée en 1961

🏥 Santé

🛡️ Assurance

⚕️ Assurance santé

Healthcare • Insurance • Healthcare Insurance

Humana est une entreprise de soins de santé dédiée à avoir un impact positif sur la santé des individus, des communautés et du système de santé dans son ensemble. En mettant la santé au premier plan, Humana sert une large gamme de populations diverses, y compris les seniors et les militaires, en proposant des plans Medicare Advantage HMO, PPO et PFFS. Humana s'engage à favoriser une culture d'appartenance et de respect mutuel, offrant des avantages compétitifs et flexibles pour assurer la sécurité financière de ses employés et de leurs familles. L'entreprise est fière de créer un environnement de travail inclusif où chacun a l'opportunité de réussir.

Description

• Define and lead the strategy for member engagement, loyalty, retention, and lifecycle management across Reliance consumer. • Own retention, NPS, member engagement, loyalty, and customer lifetime value outcomes. • Own the end-to-end customer lifecycle experience across digital, agent, contact center, marketing, and partner channels. • Establish and lead the strategic roadmap for lifecycle experiences and capabilities. • Partner with senior leaders across Marketing, Operations, Customer Success, Technology, and Sales to align investments and priorities. • Lead cross-functional initiatives that improve customer outcomes, reduce journey friction, and strengthen member relationships. • Drive product strategy for AI-enabled and data-driven experiences. • Develop annual objectives, business cases, investment recommendations, and success metrics. • Lead organizational and operational changes that improve member experience and support growth. • Lead, coach, and develop Product Managers and Product Owners. • Establish product management best practices and a customer-centric culture.

🎯 Exigences

• 10+ years of experience in Product Management, Digital Experience, Customer Experience, Loyalty, Retention, or related disciplines. • 5+ years of people leadership experience, including leading Product Managers, Product Owners, or other senior professional associates. • Demonstrated success defining and executing customer lifecycle, engagement, loyalty, retention, or customer experience strategies at scale. • Experience owning outcomes and metrics including retention, engagement, NPS, customer satisfaction, or customer lifetime value. • Deep understanding of customer experience design across digital and assisted channels, including contact centers, agents, and partner ecosystems. • Proven ability to lead large-scale, cross-functional initiatives across business, operational, and technology organizations. • Strong analytical and quantitative skills with a metrics-driven approach. • Experience developing strategic roadmaps, business cases, investment recommendations, and long-range plans. • Demonstrated success operating within Agile product organizations and partnering with technology and delivery teams. • Experience with CRM, customer engagement, personalization, loyalty, or AI-enabled customer experience platforms preferred. • Excellent written, verbal, executive communication, and stakeholder management skills. • Bachelor’s degree required; advanced degree preferred. • Minimum 25 Mbps download and 10 Mbps upload internet speed for home or hybrid home/office employees. • Dedicated workspace without ongoing interruptions to protect member PHI/HIPAA information. • Occasional travel to Humana offices may be required.

🏖️ Avantages

• Bonus incentive plan based on company and/or individual performance • Medical benefits • Dental benefits • Vision benefits • 401(k) retirement savings plan • Paid time off • Company holidays • Personal holidays • Paid parental leave • Paid caregiver leave • Short-term disability • Long-term disability • Life insurance • Whole-person well-being support • Remote work arrangement