Associate VP Omni-Channel Experience amp Platform Orchestration

Associate VP Omni-Channel Experience & Platform Orchestration

Location: Dearborn, MI, United States

Employment Type: Full-Time

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. In order to achieve that, it is important to fuse customer experience with technology platforms and transactional, interaction, and contextual data that is centered on the customer.

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. In addition, you will be expected to bring focus and prioritization to core platform features across Digital platforms, CRM marketing, sales and service platforms, Contact Center and interactions platform, and other core systems of records. This position requires a leader who has 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

1. Set vision for customer journey orchestration and personalization.
2. Design and activate the Customer 360 Platform for transactional and health insights.
3. Prioritize high value customer experiences by translating experience needs to integrated data platform capabilities in well-defined platform roadmaps.
4. Manage strategic partnerships, including the choice of vendors and alignment to technology strategy of internal platforms.
5. Ensure that opportunities to optimize the use of the platform ecosystem are identified that will generate the most value to Humana.
6. Recruit, hire, develop, and lead a high-performing team of Directors, Principals and Product Managers.

Key Candidate Qualifications

1. Extensive professional experience (typically 10 years) in product management, platforms, strategic planning, and data management.
2. Strong understanding of customer data management, MDM, data architecture, and cloud-based data platforms and technologies.
3. Strong stakeholder management expertise and abilities in using technology to build platforms focused on business results.
4. Hands-on, participative manager who leads a broad cross-functional team.
5. MBA, or MS in Computer Sciences/Data Engineering or BS in a Technology field and 15 yrs. of experience.
6. Business architectural understanding and the ability to create and execute on platform vision.
7. Experience leading data-driven customer journey visualization, personalization, segmentation, and marketing use cases.
8. Expertise with technology and data products and a proven record of success in a fast-paced product agile development model.
9. Demonstrated success leading large scale projects/programs and technology-based solutions.
10. Strong analytic, organization, and problem-solving skills.
11. Experience with cloud-based customer experience and ability to manage large platforms.
12. Excellent oral and written communications skills.
13. Highly collaborative mindset and excellent relationship-building skills.
14. Current or recent experience in a large, highly matrixed company (i.e., Fortune 250).
15. Strong leadership skills, with proven success in expanding and elevating the capabilities and performance of the team.
16. Experience managing vendor relationships.
17. Work experience in a health care 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.

Humana Inc.
Website: http://www.humana.com