Director of Product, Customer Lifecycle & Engagement

Humana

2d • $168,000 - $231,000 • Remote

About The Position

The Director, Product Management defines and leads the digital and CX strategy for member engagement, retention, loyalty, and customer experience across the Reliance consumer business. Accountable for retention, NPS, member engagement, and long-term customer value outcomes, this leader is responsible for creating connected experiences that strengthen member relationships throughout the year and drive sustainable business growth. Partnering closely with a peer leader responsible for digital acquisition and conversion, this role owns the member journey beyond enrollment—ensuring customers remain engaged, supported, and connected across unassisted and assisted channels. The Director serves as the strategic leader for lifecycle experiences, identifying opportunities to deliver meaningful value beyond shopping and enrollment and establishing Reliance as a trusted partner throughout the member's healthcare journey. This role works closely with senior leaders across Digital, Marketing, Operations, Customer Experience, Technology, and Sales. The role leads a team of Product Managers and/or Product Owners and contributes to annual planning, investment prioritization, and long-term business strategy.

Requirements

• 10+ years of experience in Product Management, Digital Experience, Customer Experience, Loyalty, Retention, or related disciplines.
• 5+ years of people leadership experience, including leading Product Managers, Product Owners, or other senior professional associates.
• Demonstrated success defining and executing customer lifecycle, engagement, loyalty, retention, or customer experience strategies at scale.
• Experience owning business outcomes and performance metrics such as retention, engagement, NPS, customer satisfaction, customer lifetime value, or related measures.
• Deep understanding of customer experience design across digital and assisted channels, including contact centers, agents, and partner ecosystems.
• Proven ability to lead large-scale, cross-functional initiatives and drive alignment across business, operational, and technology organizations.
• Strong analytical and quantitative skills with a metrics-driven approach to strategy, prioritization, and decision-making.
• Experience developing strategic roadmaps, business cases, investment recommendations, and long-range plans.
• Demonstrated success operating within Agile product organizations and partnering closely with technology and delivery teams; experience with CRM, customer engagement, personalization, loyalty, or AI-enabled customer experience platforms preferred.
• Excellent written, verbal, executive communication, and stakeholder management skills.
• Bachelor’s degree required; advanced degree preferred.

Nice To Haves

• Customer Obsessed, Curious, and Empathetic – Demonstrates deep empathy for members, agents, and customer service teams, using customer insights, feedback, and behavioral data to identify unmet needs and deliver meaningful improvements across the lifecycle journey.
• Lifecycle & Loyalty Strategist – Proven ability to develop and execute strategies that drive member engagement, retention, loyalty, renewal, and long-term customer value. Understands how to create experiences that strengthen customer relationships well beyond enrollment.
• Commercial & Outcome Focused – Strong business acumen with the ability to identify and capitalize on opportunities that improve retention, engagement, customer lifetime value, and satisfaction while balancing operational and financial objectives.
• Strategic Thinker & Problem Solver – Excels at navigating complex, ambiguous challenges, establishing long-term vision, evaluating tradeoffs, and prioritizing investments that deliver enterprise-level impact.
• Data Driven – Leverages customer insights, analytics, and performance metrics to inform strategy, measure outcomes, identify opportunities, and optimize the end-to-end customer experience.
• Omnichannel Experience Leader – Deep understanding of customer journey design across digital, contact center, agent, marketing, and partner channels, with a focus on delivering seamless and connected experiences.
• Leadership & Influence – Proven ability to lead through influence, align diverse stakeholders, and partner effectively with senior leaders across Product, Marketing, Operations, Technology, Customer Experience, and Sales organizations.
• People Developer – Demonstrated success leading, coaching, and developing high-performing Product Managers and Product Owners while fostering a culture of accountability, innovation, and customer-centricity.
• Innovation & Growth Mindset – Entrepreneurial leader who challenges conventional thinking, embraces change, and continuously seeks new ways to create value for members and the business.

Responsibilities

• Define and lead the strategy for member engagement, loyalty, retention, and lifecycle management across Reliance consumer.
• Serve as the accountable business owner for retention, NPS, member engagement, loyalty, and customer lifetime value outcomes.
• Own the end-to-end customer lifecycle experience, ensuring seamless connectivity across digital, agent, contact center, marketing, and partner channels.
• Establish and lead the strategic roadmap for experiences and capabilities to create value for members throughout the year.
• Partner with senior leaders across Marketing, Operations, Customer Success, Technology, and Sales to align investments and priorities in support of enterprise goals.
• Lead cross-functional initiatives that improve customer outcomes, reduce friction across journeys, and strengthen long-term member relationships.
• Drive product strategy for AI-enabled and data-driven experiences that improve engagement, satisfaction, and service effectiveness.
• Develop annual objectives, business cases, investment recommendations, and success metrics for lifecycle initiatives.
• Identify and lead organizational and operational changes that improve the member experience and support long-term growth.
• Lead, coach, and develop a team of Product Managers and Product Owners while establishing product management best practices and a customer-centric culture.

Benefits

• medical
• dental
• vision
• 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

What This Job Offers

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