VP, Digital Strategy & Operations

Humana

1d•Remote

About The Position

The Head of Consumer Digital Strategy & Operations is responsible for setting the strategic direction, operating model, and execution discipline for Humana’s Consumer Digital experience organization. This role ensures that digital strategy—across web, mobile, omnichannel engagement, sales, and servicing experiences—is tightly aligned to Humana’s mission of becoming a Consumer Healthcare company and translated into measurable outcomes for member and patient experiences. This leader partners closely with Experience Design, Digital Product, Platforms & Capabilities, Technology, Marketing, and Line of Business leadership to simplify the digital ecosystem, accelerate delivery, and drive meaningful improvements in experience, efficiency, and cost.

Requirements

10+ years of experience in consulting, digital strategy, digital product operations or transformation roles.
Proven ability to connect strategy -> execution -> measurable outcomes.
Experience leading digital organizations in healthcare, insurance, financial services, or other regulated consumer industries.
Track record of driving cross-functional alignment without direct authority.
Structured, systems thinker. Balances strategic thinking with execution discipline.
Proven ability to align strategy, operating model, and execution across complex, matrixed organizations.
Exceptional executive communication and influence skills.
Bachelor’s degree in marketing, business, digital strategy, healthcare administration, or related field

Nice To Haves

Built or scaled a Digital CoE, Product Ops, or Transformation Office.
Turned around failing transformation or execution model.
Delivered measurable cost-to-serve reduction.
Experience with omnichannel experience design and contact center integration.
MBA or equivalent advanced degree.

Responsibilities

Consumer Digital Strategy and Transformation Develop and execute enterprise digital strategies.
Lead the Consumer Digital experience strategy across members and patients aligned to Enterprise Growth goals.
Translate Humana’s Consumer Healthcare vision into clear digital experience roadmaps, operating models, and investment plans.
Drive prioritization of digital investments based on consumer and business outcomes and using consistent NPV analysis to measure enterprise value of digital activity.
Consumer Digital Operating Model & Governance Define and evolve the operating model for digital experience organization, including the shift to an outcome-oriented organization with dedicated and persistently funded product-centric teams who rapidly iterate to drive speed, scale, and value for customers and internal business partners
Manage portfolio health, including selecting, prioritizing, funding, governing, and optimizing products to achieve core objectives.
Partner with Finance organization to track operational and capital spend, including trade-off discussions.
Establish clear intake, prioritization, and decision-making processes across Consumer Digital initiatives.
Build cross-functional operating rhythms (strategic planning, annual capex budgeting, monthly business reviews and product demos)
Clarify roles, responsibilities, and decision rights across business leaders, consumer digital, IT, marketing, and operations teams.
Execution & Delivery Excellence Leverage the product development lifecycle (PDLC) to drive execution rigor across the digital experience portfolio, ensuring delivery on scope, timeline, and outcomes, and advance scalable automation strategies that drive efficiency
Partner with Product and Technology leaders to improve delivery speed by reducing dependencies between teams and establishing single threaded product leaders.
Develop and execute a product management training playbook focused on reinforcing and driving consistent product management practices within the Consumer Digital organization.
Own accountability for product management tools (e.g. Jira) and enabling systems, ensuring clear ownership, standardization, and adoption across product teams.
Performance Management & Insights Define and operationalize OKR / KPI frameworks.
Build performance reporting and executive dashboards Manage value realization tied to customer acquisition, digital engagement, admin cost takeout, and health outcomes.
Prepare and facilitate executive-level monthly business reviews focused on progress, risks, and tradeoffs.
Diagnose root cause to facilitate business case development and to surface insights that drive product roadmaps.
Leadership & Team Development Lead organizational change tied to new consumer digital operating model.
Build and lead a high-performing digital strategy and operations team.
Coach leaders on strategic thinking, prioritization, and execution discipline.
Foster a culture of customer obsession, accountability, and continuous improvement.