Job Description: Consumer Channels Executive – Humana
Overview
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.
Key Responsibilities
Channel Strategy & Experience Leadership
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.
Product Management
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.
Channel Optimization & Execution
Oversee end-to-end management of Humana’s key digital and conversational channels (MyHumana web and mobile, CenterWell 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.
Digital Retention & Self-Service Enablement
Lower cost to serve by making self-service the default to reduce channel switching for tasks such as benefits look-up, ID cards, 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.
Digital Monetization & Cross-Sell
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 CenterWell services (Pharmacy, Primary Care) to Humana Insurance Plan members.
Data, Analytics & Performance Reporting
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.
Cross-Functional Collaboration & Governance
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.
Use your skills to make an impact
Success Looks Like
Reduce calls requiring live assistance by expanding containment and deflection via IVR/digital self-service.
Increase number of digitally engaged members and patients (2x MAUs).
Increase integrated health by leveraging digital channel interactions to cross-sell CenterWell services.
Seamless omnichannel journeys that reduce member effort and improve health engagement.
Digital experiences that reflect Humana’s brand commitments: simple, human, proactive, and trust-building.
A unified, insight-driven digital channel roadmap that accelerates Humana’s evolution to a Consumer Healthcare organization.
Qualifications
Required
10+ years leading digital, consumer experience, or product organizations at scale.
Proven ownership of enterprise digital and conversational channels.
Demonstrated experience leveraging product management rigor to accelerate speed to value, improve consumer experiences, and drive business outcomes.
Strong understanding of customer-centered design, accessibility standards, SEO/SEM, analytics platforms, CRM, and healthcare digital ecosystems.
Proven ability to navigate complex matrixed organizations with clarity, structure, and cross-functional influence.
Analytical and detail-oriented, with demonstrated success driving business outcomes through value analysis and business case development.
Comfortable operating at executive level.
Bachelor’s degree in marketing, business, digital strategy, healthcare administration, or related field
Preferred
Led enterprise-wide digital transformation.
Built or scaled Consumer Digital as a standalone business function.
Delivered step-change cost-to-serve reduction via digital.
Integrated digital + contact center + operations into a unified experience.
Successfully modernized legacy platforms while improving experience.
Experience working within healthcare compliance frameworks (CMS regulations, HIPAA, clinical content review processes).
Experience supporting Medicare and Medicaid populations.
MBA or equivalent advanced degree.
Scheduled Weekly Hours
40Application Deadline: 02-25-2026About us
Humana Inc. (NYSE: HUM) is committed to putting health first – for our teammates, our customers and our company. Through our Humana insurance services and CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health – delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare, Medicaid, families, individuals, military service personnel, and communities at large.
Equal Opportunity Employer
It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status. It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.
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