Director of Product, Customer Lifecycle & Engagement

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $168k - $231k / year

⏰ Full Time

🔴 Lead

✅ Product Manager

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Humana

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1961

🏥 Healthcare

🛡️ Insurance

⚕️ Healthcare Insurance

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

• 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.

🎯 Requirements

• 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.

🏖️ Benefits

• 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