Principal – Enterprise Contact Strategy

Job not on LinkedIn

🔥 9 minutes ago

🇺🇸 United States – Remote

💵 $150k - $206.3k / year

⏰ Full Time

🔴 Lead

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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

• Own the integrated enterprise capture and consent agenda from strategy through execution • Develop the capture and consent strategy, business case and phased roadmap • Define the product and operating model, outcomes, decision rights, governance, owners, escalation paths and delivery cadences • Translate legal, privacy and compliance guidance into requirements, decisions and implementation plans • Frame options and recommendations for senior leaders, including customer value, business impact, compliance considerations, investment needs and tradeoffs • Identify emerging needs, unresolved decisions and delivery risks early and recommend paths forward • Lead a complex matrix of partners across Digital, Technology, Data, Operations, Legal, Privacy, Compliance, Procurement, Sales, Enrollment, Contact Center, Clinical, Claims and Marketing • Establish integrated workplans, outcomes, owners and timelines across teams • Maintain momentum through disciplined follow-up and transparent escalation • Hold AVP- and VP-level partners accountable to commitments and timelines through influence and governance • Coordinate dependencies among channel products, enterprise platforms and business processes • Partner with technology and product leaders to prioritize capabilities, resolve capacity constraints and sequence delivery • Create PowerPoint presentations, pre-reads, roadmaps, decision materials and executive updates • Define standards and workflows for contact capture, verification, consent, preferences, revocation, suppression, exception handling and audit evidence • Establish governance forums, decision rights, controls and escalation practices • Develop scorecards and dashboards for contactability, channel eligibility, consent health, data quality, propagation performance, risk and remediation • Ensure owned channels and external vendors apply approved consent and preference rules and return required data, opt-outs and evidence • Own marketing adoption of capture and consent capabilities and policies across lines of business, channels and campaigns • Evolve, test and optimize customer-facing messaging encouraging customers to share, confirm and update contact information and preferences • Use test results and performance data to scale effective approaches across priority journeys and channels • Drive continuous improvement based on customer feedback, compliance findings, operational performance and business results

🎯 Requirements

• Bachelor’s degree in marketing, business, technology, operations, healthcare administration or a related field • 5+ years of experience leading complex enterprise programs, products, capabilities or transformation initiatives in a matrixed organization • Demonstrated success operating proactively with limited direction and bringing structure to ambiguous, first-of-kind work • Proven ability to influence senior leaders, establish accountability and drive commitments across teams without direct authority • Exceptional executive communication skills, including advanced PowerPoint storytelling and the ability to create concise, decision-oriented materials for senior leadership • Experience translating regulatory, legal, privacy, compliance or risk requirements into executable business processes and technology requirements • Strong program leadership skills, including roadmap development, dependency management, risk resolution, governance, executive reporting and cross-functional delivery • Ability to understand data flows, system dependencies, product backlogs and technical tradeoffs well enough to connect business outcomes to technology delivery • Experience in healthcare, insurance, financial services or another highly regulated industry preferred • Experience with customer identity, contact data, master data management, consent management, preference centers, CRM, customer data platforms or marketing technology preferred • Familiarity with TCPA, privacy, anti-spam and consent-management considerations relevant to customer communications preferred • Experience establishing a product operating model or enterprise capability spanning multiple business units, channels, platforms and vendors preferred • Experience partnering with Legal, Privacy, Compliance, Technology, Digital, Procurement and Operations leaders on enterprise change preferred • Must work Eastern Standard Time (EST) hours • Must provide an updated resume • Must have dedicated workspace protecting member PHI/HIPAA information • Home internet must provide at least 25 Mbps download and 10 Mbps upload

🏖️ Benefits

• Bonus incentive plan based upon 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 • Remote work • Occasional travel to Humana offices for training or meetings may be required

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