VP, Consumer Channels

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Job Description:

Consumer Channels Executive – Humana

The Consumer Channel Executive plays a critical role in advancing Humana’s mission to improve the health and well‑being of the people we serve by delivering simple, personalized, and frictionless digital and conversational experiences. This leader is responsible for re‑imagining Humana’s self‑service channels—including .com, member / patient secure portals, and conversational (IVR, Chat, Co‑Browse, Virtual Assistant) — to drive customer acquisition, engagement, lower cost via self‑service, and improve health outcomes.

The ideal candidate combines strategic vision with operational discipline, healthcare compliance fluency, a strong focus on customer‑centered design, and value realization.

• Develop and execute an integrated omnichannel strategy that improves navigation, engagement, and conversion across Humana’s member and patient audiences.

• Lead the evolution of Humana’s digital and conversational experiences to deliver simple, personalized, and proactive experiences aligned with enterprise consumer experience (CX) goals.

• Translate member needs, business priorities, and regulatory requirements into digital and conversational experience enhancements that reduce friction and promote healthier behaviors.

• Hire, train, and retain best‑in‑class product management talent.

• Establish and manage fixed capacity teams that oversee the full product development lifecycle (run, growth, innovation) for their assigned focus areas.

• Leverage and refine the Product Development Lifecycle to improve pace and quality of delivery.

• Oversee end‑to‑end management of Humana’s key digital and conversational channels (MyHumana web and mobile, Center Well web and mobile, IVR, Virtual Assistant, Outbound Dialer, etc.).

• Drive continuous improvement using analytics, A/B testing, voice‑of‑customer insights, and digital accessibility best practices.

• Partner with clinical, compliance, and digital health teams to ensure all digital content is accurate, CMS‑compliant, and aligned with Humana’s health equity commitments.

• Lower cost to serve by making self‑service the default to reduce channel switching for tasks such as benefits look‑up, , claim / EOB status, medication management, and payments.

• Make escalation seamless by helping members move from digital to chat to call with full context carried over so they feel “known”.

• Design proactive, not reactive, service. Leverage messaging channels (push notifications, in‑app messaging) to proactively communicate what changed and what to do next for high‑risk events.

• Target underutilized supplemental benefits where they are likely to reduce avoidable admissions and improve experience.

• Enable seamless digital pathways into agent‑facing channels to preserve higher value interactions e.g. click to call for medication refill.

• Drive integrated health by promoting Center Well services (Pharmacy, Primary Care) to Humana Insurance Plan members.

• Build data‑driven dashboards that track member engagement, digital channel performance, and operational impact (e.g., call deflection, retention, cross‑sell).

• Translate insights into recommendations that enhance channel ROI and support Humana’s shift toward value‑based care.

• Ensure decisions are grounded in strong data governance and compliant use of member information.

• Collaborate closely with Marketing, Contact Center Operations, Clinical Innovation, Pharmacy, IT, Finance, and Compliance teams.

• Put channel governance in place to inform scope trade‑off decisions that balance member / patient experience and profitability targets.

• Manage digital agency partners and vendors to support scalable, high‑quality execution.

• Reduce calls requiring live assistance by expanding containment and deflection via IVR/digital self‑service.

• Increase number of digitally engaged…