Become a part of our caring community and help us put health first

Become a part of our caring community and help us put health first

At Humana, we’re transforming how we engage with members through data-driven, personalized marketing that improves health outcomes. As the Vice President of Customer Marketing, you’ll lead the strategic vision and execution of our end-to-end member and patient marketing experience — from the first touchpoint through deeper member engagement — ensuring every interaction drives connection and customer lifetime value (LTV).

The VP of Customer Marketing is at the center of accelerating member time-to-value and increasing retention, satisfaction, and business outcomes. This role requires a visionary leader that inspires their teams to deliver a best-in-class customer marketing ecosystem using data-driven insights. They are a steward of delivering customer-first behavior-based journeys at the most critical moments across the lifecycle. They drive innovation, serve as a “voice of the customer” to the organization, significantly influence enterprise-wide customer management strategy and have a relentless focus on driving results. This role will wholly transform the way we engage with our members and patients and will set and implement a new standard for how we go-to-market and the channels where we engage them.

This role reports into the Managing Vice President and Chief Customer Officer overseeing Customer Lifecycle Marketing (CLM).

Key Responsibilities

• Lead and mentor a large team of marketing professionals across lifecycle marketing functions – e.g., onboarding, engagement, loyalty, retention, communications orchestration and optimization; Directly manage 4 high performing people leaders.
• Architect best-in-class, multi-channel lifecycle marketing experiences (email, mail, SMS, app, web, call center, IVR) tailored to member needs and Next Best Action (NBA) strategy.
• Implement enterprise-wide governance to ensure thoughtful campaign prioritization based on enterprise marketing principles and business priorities; make ongoing decisions on what to stop/start/continue supported by data-driven recommendations.
• Represent the “voice of the customer” in executive forums and educate the organization on key insights for driving customer engagement at every touchpoint – serve as a relentless advocate to ensure marketing priorities are customer-backed and optimize business value.
• Establish a channel management center of excellence, implementing standards and best practices that honor customer preferences and optimize channel usage to maximize engagement, customer LTV and minimize opt outs.
• Work closely with brand, product marketing and creative services teams to deliver compelling creative that motivates customers to actively engage in managing their health.
• Collaborate with product, data science, and channel owners to build and scale personalization frameworks and embed journey logic and personalization rules that drive measurable action and ROI.
• Define enterprise NBA logic for content, timing, and channel orchestration to deliver personalized journeys at scale in close partnership with Analytics and Marketing Operations.
• Track and optimize journey performance, using data to run experiments and improve KPIs.
• Support the adoption of AI, automation, and MarTech solutions to deliver best-in-class behavior-based journeys and content personalization at scale.
• Partner with data, analytics, and tech teams to build and continuously refine segmentation, scoring models, KPIs and inform the features and capabilities roadmap.
• Serve as a champion for agile ways of working, overseeing a suite of agile marketing PODs to deliver best-in-class customer marketing.

Use your skills to make an impact

Required Qualifications

• Bachelors required, MBA strongly preferred.
• 15+ years of customer marketing experience preferably within healthcare, insurance, or regulated industries like financial services.
• Minimum 7 years of leading large-scale, high performing teams in a fast-paced, matrixed environment.
• Proven ability to balance big-picture customer management vision with hands-on execution, ensuring both strategic alignment and clear, go-to-market plans to achieve outcomes.
• Deep understanding and practitioner of customer journey mapping, segmentation and personalization tactics.
• Excellent analytical skills; ability to interpret complex data sets and turn insights into action.
• A track record of driving multi-channel marketing innovation, testing new go-to-market strategies (audience, creative, messaging, format, channel mix, etc), and scaling initiatives to meet evolving consumer needs and behaviors.
• Extensive experience leveraging marketing automation and business intelligence platforms to power behavior-based journeys (e.g., Adobe Experience Platform, Adobe Journey Optimizer, Pega).
• Strong stakeholder management skills with proven ability to influence executive leadership through compelling written and verbal communication.
• Familiarity working in an agile operating model – experience standing up / operating agile marketing teams, preferred.

Additional Information:

Preferred locations: Louisville, Nashville, DC, Tampa, Fort Lauderdale, Chicago, NYC, Boston, Dallas, Seattle, Denver, and Atlanta

Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.

Scheduled Weekly Hours

40

About 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.

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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.