Consumer Onboarding Strategy Advisor

Humana • Washington DC, DC

1d • Remote

About The Position

Humana is transforming into a consumer-driven health care company, and the member onboarding experience is a critical aspect of customer engagement. This role will lead and transform new member experiences during their initial journey with Humana. Reporting to the Strategy Advancement Principal - Onboarding Strategy, you will collaborate with Enterprise Growth and cross-functional partners (Marketing, Digital, Call Centers, Stars, etc.) to establish the strategic vision for the onboarding experience. You will ensure the program's strategy, measurement plan, and consumer research priorities maintain a continuous feedback loop with execution partners, keeping workstreams aligned and on track to deliver a helpful and delightful onboarding experience that meets business objectives. This role also involves executive stakeholder engagement, preparing for forums to showcase progress, escalating roadblocks, gathering commitments, and reconciling input. The focus is on program leadership, advocating for member needs, and driving business value, rather than a feature roadmap role. You will act as a champion for members, ensuring their needs are met and defining a delivery approach that produces incremental value.

Requirements

• Bachelor's Degree and a minimum of 6 years of progressive experience creating program or product strategy with a strong understanding of customer journey design and management, persona development, experience transformation, and onboarding best practices.
• Strong leadership and stakeholder management, including the ability to build trust and credibility with senior business leaders and influence decision-making across the enterprise.
• Proven success delivering large, multi-workstream programs in healthcare or similarly complex environments – with experience working across various people, processes, and technology domains.
• Exceptional verbal and written communication skills, with demonstrated experience developing presentations and presenting to executive and board-level audiences.
• Ability to distill strategic goals into actionable, measurable execution plans.
• Expertise in program acceleration, risk mitigation, and managing cross-functional interdependencies.
• Superior analytical and problem-solving skills with experience transforming data into actionable insights (i.e., Microsoft Excel).
• Highly collaborative, adaptable, and able to lead through ambiguity in a dynamic environment.

Nice To Haves

• MBA, MPH, other graduate degree
• Experience with healthcare transformation, member onboarding, or lifecycle programs
• Familiarity with healthcare, including CMS regulations, digital health ecosystems, and human centered design
• Success working in matrixed environments with distributed accountability

Responsibilities

• Serve as a strategic product manager (with member experience as your product) for Humana’s onboarding transformation program, ensuring that enterprise priorities are strategically aligned and all workstreams are operationally integrated.
• Partner with the Strategy Advancement Principal and consumer research team to hypothesize and analyze new pilots/opportunities that advance the program’s vision and member experience.
• Partner with consumer research, analytics, and business teams to develop member personas and segmentation strategies that inform onboarding priorities, uncover unmet member needs, and guide decisions across the member onboarding journey.
• Support and create onboarding measurement strategies, including KPIs, pilot evaluation criteria, and executive reporting, to ensure data-driven decision making, continuous improvement, and clear demonstration of program impact.
• Identify and size new opportunities, working with cross-functional partners, including finance, to determine NPV and alignment with enterprise goals/priorities.
• Collaborate with execution partners to translate the onboarding vision into a cohesive plan, including feasibility analysis with clear milestones and accountability.
• Elevate the Enterprise Onboarding Program's visibility and credibility among the executive audience by consistently demonstrating strong strategic prioritization and clear accountability across teams.
• Support executive communications including updates, readouts, reporting and escalation to senior stakeholders.
• Partner with workstream leads to maintain momentum, resolve blockers, and manage dependencies.
• Bring structure, clarity, and urgency to complex challenges, while staying grounded in member outcomes.
• Be an advocate for the members' needs, be willing to speak up and discuss difficult topics and be persuasive.
• Use your skills to make an impact.

Benefits

• medical, dental and vision benefits
• 401(k) retirement savings plan
• time off (including paid time off, company and personal holidays, paid parental and caregiver leave)
• short-term and long-term disability
• life insurance
• many other opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Senior