ASSOCIATE VP, PRODUCT MANAGEMENT, OMNI-PLATFORM

Company: Humana
Location: Oklahoma City
Posted on: November 19, 2024

Job Description:

Become a part of our caring community and help us put health firstAVP, Product Management sets product vision develops, delivers, and manages product roadmaps for addressing customer needs resulting in successful customer adoption for achieving positive business outcome. The AVP, Product Management requires an in-depth understanding of how organization capabilities interrelate across the function or segment.Assistant Vice President, Product Management leads all phases of the product life cycle, from inception to introduction into the marketplace, by developing products to meet specific customer needs and achieve specific cost and success outcomes. Once products are launched, monitors efficacy of products and uses customer and business partner feedback to ensure products are meeting customer needs across each customer segmentation, adjusting products over time to continue to achieve the desired outcomes. Decisions are typically related to the implementation of new/updated programs or large-scale projects for the function and supporting technical/operational procedures and processes, and implements strategic plans, drives goals and objectives, and improves performance. Provides input into functions strategy.Use your skills to make an impactConnected customer experiences across every channel-touchpoint, sales, service, and marketing interaction will give Humana a competitive edge in the marketplace with respect to customer engagement and creating high efficiency business processes. Fusing customer experience with technology platforms integrating transactional, interaction and contextual data across healthcare needs will create customer experiences with low friction, minimal fall outs and dead ends and, therefore, higher satisfaction and retention.The Omnichannel platform product group will focus on creating a single integrated repository of member data including transactional and interaction information for cross channel engagement. The leader in this role will set the vision for customer journey orchestration, personalization, and the design and activation of customer 360 for transactional and health experience use cases and insights. This role will have the ability to bring focus and prioritization in the form of well-defined roadmaps to core platforms features across- digital platform, CRM, marketing, sales and service platforms, interactions platform and system of records. A successful candidate will have strong stakeholder management expertise as well as strong abilities in using technology to build platforms focused on key business results. The leader will be responsible for strategic partnerships, choice of vendors and alignment to technology strategy of internal platforms.The AVP, Omnichannel Experience Platform will lead and enable implementation of seamless, data-driven customer experiences across member touchpoints, ensuring consistent, AI/GAI powered proactive and personalized experiences at scale. The person will lead a team of directors, principals and product managers to set vision, solution and platform roadmaps and manage the success of solutions with regard to OKRs and business strategy. This leader will have expertise in making progress in a fast paced product agile development model. This individual will be a hands-on, participative manager who will lead a broad cross-functional team to identify opportunities to drive innovation and disruption in the experiences Humana delivers to its customers.Key Responsibilities:Omnichannel Strategy Development: Define and implement the omnichannel experience strategy, integrating customer touchpoints across digital, mobile, call center, marketing, and offline platforms for a unified customer journey.Adobe Experience Platform Expertise: Utilize the Adobe Experience Platform (AXP) to drive advanced data management, customer profiles, and real-time personalization, ensuring seamless execution of omnichannel end-to-end experiences.Adobe Experience Cloud Management: Enable teams to utilize Adobe Experience Cloud tools, including Adobe Experience Manager (AEM), Adobe Analytics-Target-Campaign, to create, test, and optimize personalized customer experiences across various platforms. Lead the migration of AEC to AXP based on top use cases and ability to lower total cost of ownership of our Adobe ecosystem.Customer Journey Optimization: Enable efforts to map customer journeys and use data to identify opportunities for enhancing the customer experience through personalization, segmentation, and behavioral insights.Journey Analytics: Use Adobe Customer Journey Analytics to track performance against our Enterprise Growth and Product OKRs including growth, productivity, retention, and member NPS. Partner with the Business Intelligence and Data Science teams to create end-toend prospect and member reporting and visualization to identify key moments and interactions across the journey and create interventions and test and learn journeys to influence member behavior.Use Case Prioritization and Activation: Partner with Product and IT teams to create a backlog of quick win, high value, and foundational (ex. 360 profile) use cases, new products, and experiences to be activated by the AXP and the Omni team. Work with Product, IT and Finance to create short- and long-term prioritization of the use cases based level of effort and business value measurement.Data-Driven Personalization: Collaborate with the data and analytics teams to harness customer data from multiple channels, using insights to drive content personalization and optimize marketing campaigns. Collaborate to enable application of AI/GAI modeling and operationalization of use cases.Test and Learn: Partner with Product, Marketing, Channel, IT, and Dats Science teams to enable rapid test and learn (a/b, multivariate) strategies and approaches to determine winning customer journeys, engagement, and use cases that drive value (growth, retention, productivity, NPS and member engagement).Identity Management: Enable customer identity management systems (e.g., CIAM-Customer Identity and Access Management), ensuring secure, seamless, and unified customer authentication across platforms. Integrate with various digital and physical channels. Partner with IT, Security, and Data teams to manage customer data to ensure compliance with regulations (GDPR, CCPA, etc.).Consent and Preferences Management: Lead product strategy for storing and enabling customer preferences, enabling users to control their communication preferences and privacy settings across all channels. Ensure preference management integrates seamlessly across digital systems and adjacent customer-facing platforms to ensure personalized, relevant communication.Web & Cross-Channel Integration: Influence and execute product strategy to integrate customer interaction across web, mobile, social, email, and in-store platforms to create a unified and cohesive customer journey. Work with IT teams to manage the integration of customer data and behavior across platforms, driving personalization and targeted experiences. Optimize omnichannel delivery to ensure high performance, security, and scalability across all platforms. Partner with IT and development teams to integrate technology systems and data sources (CRM, CMS, etc.) for a cohesive omnichannel experience.Trusted Advisor: Build a trusted advisor relationship with other digital product leaders and functional teams like Marketing to drive value from AXP and Omnichannel initiatives. Understand other team's top use cases and experiences and use AXP and omni best practices to enable new experiences products for our members. Navigate a matrixed organization across Humana Insurance and Centerwell, and develop strong relationships with IT and Marketing and Data Platform teamswho manage key data and technologies like Salesforce Marketing Cloud.Team Leadership & Collaboration: Manage and mentor a team of platform product managers, fostering collaboration with internal and external stakeholders to ensure alignment on goals and execution.KPIs and Metrics Management: Develop and monitor key performance indicators (KPIs) to evaluate the success of omnichannel initiatives, including customer engagement, conversion rates, retention, and overall experience satisfaction.Innovation & Industry Best Practices: Stay up to date with industry trends, emerging technologies, and best practices in digital marketing and customer experience, ensuring the company remains at the forefront of innovation.Required QualificationsBachelor's degree in Marketing, Strategy, Digital technologies, or a related field (MBA desired ).12+ years of experience in digital customer experience, digital marketing or a related field, with 7+ years in a leadership role.Proven expertise in Adobe Experience Cloud solutions, particularly Adobe Experience Platform (AEP), Adobe Experience Manager, and Adobe Analytics.Strong understanding of omnichannel strategy and execution across digital, mobile, and physical channels.Experience in data-driven personalization and customer journey optimization using Adobe or like marketing automation tools.Experience with cloud-based customer experience using Azure, AWS or Google Cloud and ability to manage large platformsFamiliarity with CRM systems such as Salesforce and CDP ( customer data management platforms), MDM, data architecture and cloud-based data platforms and technologiesPrior experience or familiarity with Salesforce platforms, including Sales cloud, Service cloud and Marketing Cloud (SFMC) and other Salesforce product lineAt least 10+ years of professional experience in a role with product management in digital and data platformsExperience creating alignment with broader enterprise leaders and teams including IT, CIAM, marketing, data and platforms, UX design, data science, and product teams.Ability to define, build, and manage CX, marketing, omnichannel, and digital dashboards and operational metrics to track value realization from AEP and omnichannel use cases.Leadership skillsStrong leadership, communication, and project management skills, with a proven ability to lead cross-functional teams.Ability to work in a fast-paced environment Product agile model with customer centric goals, demonstrating flexibility and resilience.Demonstrated success leading large scale projects/programs and technology-based solutionsStrong analytic, organization and problem-solving skills enabling sound decision makingExcellent communication and relationship building skills with an ability to prioritize, negotiate, and work with a variety of internal and external stakeholdersExperience with influencing and leading leaders driving high performing teamDemonstrated success of driving results through OKR managementStrong understanding of business strategy and demonstrating delivery of strategyEnthusiasm positive bend and self-motivation is essential; a confident change-agentStrong oral and written presentation skills are requiredPreferred QualificationsMaster of Business Administration or relevant master's degree in technology or data spaceWork experience in cloud data platforms, marketing data management, data architecture, omni-channel customer identity management, analytics and customer journeyWork experience in a health care and /or insurance industry is desirableStrong experience with identity management platforms (e.g., CIAM, SSO) and preference management systems.Experience in omnichannel platform integrations, including web, mobile, social, and in-store technologies.Deep knowledge of customer data privacy regulations (GDPR, CCPA) and security best practices.Strong technical understanding of APIs, data integration, and cloud-based platforms.Familiarity with CIAM solutions like Okta, Auth0, or ForgeRock.Experience in retail, e-commerce, consumer health, or similar industries.Proficiency in marketing automation and personalization platforms (e.g., Salesforce, HubSpot, etc.).Scheduled Weekly Hours40Pay RangeThe compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.$181,200 - $249,300 per yearThis job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.Description of BenefitsHumana, Inc. and its affiliated subsidiaries (collectively, "Humana") offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and 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 and many other opportunities.About usHumana 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.Equal Opportunity EmployerIt 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 veteran status. It is also the policy of Humana to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, 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.Humana complies with all applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sex, sexual orientation, gender identity or religion. We also provide free language interpreter services. See our https://www.humana.com/legal/accessibility-resources?source=Humana_Website.

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