Consumer Onboarding Strategy Execution Lead
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Humana is undertaking a strategic transformation towards becoming a consumer-driven health care company. As part of this, the member onboarding experience has been identified as a critical moment in the customer engagement lifecycle. We are seeking a Consumer Onboarding Strategy Execution Lead to help progress this important work. This role offers a unique opportunity to lead and transform new member experiences during one of the most pivotal moments in their journey – when they first join Humana .
Reporting to the Strategy Advancement Principal - Onboarding Execution,you’ll partner with teammates in Enterprise Growth and cross-functionally (e.g., Marketing, Digital, Call Centers, Stars, among others) to facilitate the delivery of a reimagined, omni-channel onboarding experience for our members. Thinking and acting big and small, you will activate partners across the enterprise to ensure that the program strategy is brought to life through small-scale pilots, in-market testing, or via full-scale launch. This will also involve ensuring that workstreams stay aligned, on track, and in service of a thoughtful and helpful onboarding experience that delights customers and supports business objectives.
Additionally, this candidate will be closely involved in executive stakeholder communication, including preparing for highly visible executive forums to showcase progress and impactacross different strategic opportunities, escalating roadblocks, gathering commitments, and reconciling input.
This is not a feature roadmap role; it's a program leadership role with a dual focus: (1) ensuring that our onboarding approach continuously advocates for member needs while (2) driving value for our business. You will act as a champion for our members to ensure their needs are being met at every step of their journey while defining a delivery approach that produces incremental value.
Additional Responsibilities:
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Lead execution of Humana 's Enterprise Onboarding Transformation Program, serving as the execution-focused product manager for the member onboarding experience and ensuring strategic priorities are translated into integrated, actionable delivery plans across workstreams
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Own the end-to-end omni-channel onboarding roadmap and execution, partnering with the Strategy Advancement Principal and cross-functional teams to prioritize opportunities, accelerate pilots, manage interdependencies, and deliver key milestones across member segments
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Drive cross-functional program governance and operational excellence by coordinating stakeholders, facilitating decision-making, managing risks, issues, dependencies, and escalations, and ensuring accountability for deliverables and outcomes
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Influence and align business partners and workstream leaders without direct authority to maintain momentum, resolve barriers, and advance strategic initiatives that improve member onboarding and enterprise objectives
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Support executive engagement and program visibility through clear communications, status reporting, leadership readouts, and concise updates on strategic intent, progress to established goals, risks, key decisions, and program performance
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Partner with Integrated Measurement to optimize onboarding performance by tracking KPIs, analyzing trends, identifying improvement opportunities, testing new approaches, and recommending actions that enhance member experience and program outcomes
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Drive organizational readiness and adoption by supporting change management efforts, maintaining onboarding processes and documentation, and enabling effective implementation of new tools, capabilities, and ways of working
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Bring structure, clarity, and urgency to complex challenges, balancing enterprise priorities with member-centric outcomes to ensure successful execution and measurable business impact
Use your skills to make an impact
Required Qualifications
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Bachelor’s Degree and at least 6+ ye