Associate VP Omni-Channel Experience & Platform Orchestration
Location: Bethesda, MD, United States
Posted on: Apr 11, 2023
Profile:
Humana is a $90 billion (Fortune 40) market leader in integrated healthcare with a clearly defined purpose to help people achieve lifelong well-being. As a company focused on the health and well-being of the people we serve, Humana is committed to advancing the employment experience and vitality of the associate community. Through offerings anchored in a whole-person view of human well-being, Humana embraces a focus on stimulating positive individual and population changes while nurturing a sense of security, enabling people to live life fully and be their most productive.
We are seeking an accomplished leader to join our team in the newly-created role of Associate Vice President, Omni-Channel Experience & Platform Orchestration. Connected customer experiences across every channel and touchpoint give a company a competitive edge in the marketplace with respect to customer engagement and create high ROI process efficiencies. To achieve this, it is important to fuse customer experience with technology platforms and transactional, interaction, and contextual data centered on the customer. A successful amalgam of relevant data platforms and workflow orchestration will offer a seamless customer journey across channel interactions and across healthcare needs for Humana's members.
In this role, you will oversee a product group that focuses on creating a single source of member truth by bringing in transactional and interaction information for cross-channel engagement - digital, contacts, CRM-sales, and service. You will also prioritize core platform features across Digital platforms, CRM marketing, sales and service platforms, Contact Center interactions, and other core systems of records. This position requires a leader with a strong understanding of data architecture, technology platforms, and a passion for customer experience.
The AVP will report directly to the Vice President, Retail Digital Transformation and will lead a team of 10-12 associates with four direct reports. This position can be located anywhere within the lower 48 states and does not require relocation.
Responsibilities:
- Set vision for customer journey orchestration and personalization.
- Design and activation of the Customer 360 Platform for transactional and health insights.
- Prioritize high-value customer experiences by translating experience needs to integrated data platform capabilities in well-defined platform roadmaps.
- Bring focus and prioritization to core platform features across Digital platform, CRM marketing, sales and service platforms, Contact Center and interactions platforms, and other core systems of records.
- Manage strategic partnerships, including vendor choice and alignment to technology strategy of internal platforms.
- Identify opportunities to optimize the use of the platform ecosystem to generate value for Humana.
- Recruit, hire, develop, and lead a high-performing team of Directors, Principals, and Product Managers to set vision, solution and platform roadmaps, and manage success of solutions with regard to OKRs and business strategy.
Key Candidate Qualifications:
- Extensive professional experience (typically 10 years) in product management, platforms, strategic planning, and data management.
- Strong understanding of customer data management, MDM, data architecture, and cloud-based data platforms and technologies.
- Strong stakeholder management expertise and ability to use technology to build platforms focused on business results.
- Hands-on, participative manager with experience leading cross-functional teams to drive innovation.
- MBA, or MS in Computer Sciences/Data Engineering or BS in a Technology field with 15 years of experience.
- Business architectural understanding and ability to create and execute on platform vision.
- Experience leading data-driven customer journey visualization, personalization, segmentation, and marketing use cases.
- Expertise with technology and data products with a proven record of success in fast-paced product agile development models.
- Demonstrated success in leading large scale projects/programs and technology-based solutions.
- Strong analytic, organization, and problem-solving skills.
- Experience with cloud-based customer experience and ability to manage large platforms.
- Excellent oral and written communication skills.
- Highly collaborative mindset and excellent relationship-building skills.
- Experience in a large, highly matrixed company (i.e., Fortune 250).
- Strong leadership skills with proven success in expanding team capabilities.
- Demonstrated success in driving results through OKR management.
- Strong understanding of business strategy and delivery.
- Experience managing vendor relationships.
- Work experience in healthcare and/or insurance industry is desirable.
Scheduled Weekly Hours: 40
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.
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