Lead, Engagement Marketing (Telephonic Channels)

Humana

4d • $126,300 - $173,700 • Remote

About The Position

Humana is a Fortune 50 healthcare leader committed to improving the health and well-being of vulnerable populations. The Customer Engagement Marketing team plays a critical role in delivering thoughtful, data-informed campaigns that support members throughout their healthcare journey. This role supports strategic marketing initiatives by integrating marketing campaigns with our call centers and live agent channels. The position is ideal for marketers who thrive in collaborative, fast-paced environments and are passionate about guiding members through their healthcare journey—from onboarding and education to engagement, medication adherence, and retention. As part of a dynamic and mission-driven team, you’ll help shape the way Humana connects with its members—ensuring every interaction is timely, relevant, and rooted in empathy.

Requirements

• Bachelor’s degree in Marketing, Communications, Business, or a related field or equivalent years of relevant experience.
• Minimum of 8 years of experience in lifecycle or customer engagement marketing.
• Demonstrated 5 years experience in strategic and operational management of marketing channels, preferably in Live Agent channel.
• Demonstrated 5 years experience in performance analyses and leveraging data to inform marketing strategies and drive performance.
• Proven ability to manage multiple projects simultaneously with strong attention to detail.
• Must be willing to work EST/CST hours

Nice To Haves

• Experience in healthcare, insurance, senior services, or other regulated industries.
• Familiarity with agile marketing methodologies and cross-functional team collaboration.
• Exposure to NBA (Next Best Action) engines, customer data platforms (CDPs), or journey orchestration technologies such as Adobe Experience Platform or Pega.

Responsibilities

• Lead the strategic oversight and continuous optimization of the live agent channels for marketing campaigns to improve member health outcomes, including both dedicated campaign call centers and Humana’s general customer service
• Collaborate with cross-functional teams to forecast call volume, managing timing of outreaches, and plan capacity and resources
• Champion the voice of the members by listening to calls for quality and insights, integrating feedback, and enhancing engagements using behavioral signals
• Partner with call centers to ensure they have the data they need to deliver personalized support to members on key health topics
• Collaborate on strategic projects to improve data and technology integration with call centers, including data exchanges, technology advancements, and operational improvements
• Develop and refine test-and-learn strategies, including hypotheses, measurement plans, and performance goals
• Execute and optimize multi-channel campaigns (email, mail, SMS, app, web, call center, IVR) across all engagement areas
• Support journey mapping and personalization efforts, including NBA (Next Best Action) logic and content orchestration
• Participate in agile pod operations, including sprint planning, backlog grooming, and tracking deliverables.
• Monitor operational performance to help enable efficient program delivery
• Lead performance tracking, outcomes reporting and analyses of live agent channels to inform strategic decisions and roadmap iterations.

Benefits

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

What This Job Offers

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