Lead, Engagement Marketing; Telephonic Channels

Position: Lead, Engagement Marketing (Telephonic Channels)
** Become a part of our caring community*
* Become a part of our caring community and help us put health first

Humana is a Fortune 50 healthcare leader with over $100 billion in annual revenue, committed to improving the health and well-being of vulnerable populations across the United States, including seniors and lower-income individuals. With a strong foundation in innovative technology and data-driven solutions, Humana is transforming healthcare by making high-quality care more affordable, accessible, and secure.

At Humana, we believe in the power of personalized communication to inspire healthier behaviors and build lasting relationships with our members. Our Customer Engagement Marketing team plays a critical role in delivering thoughtful, data-informed campaigns that support members throughout their healthcare journey.

We are hiring a Lead to support strategic marketing initiatives by integrating marketing campaigns with our call centers and live agent channels.

The role contributes to Humana's mission to improve member health outcomes and satisfaction through personalized, data-driven communications. 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. If you're looking to make a meaningful impact through marketing, we invite you to explore these opportunities.

** Key Responsibilities*
* *
* Responsibilities include:

*
* + 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.

** Use your skills to make an impact*
* ** Required Qualifications*
* + 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*
* ** Preferred Qualifications*
* + 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.

Travel:
While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.

** Scheduled Weekly Hours*
* 40

** Pay Range*
* The 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.

$126,300 - $173,700 per year

This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.

** Description of Benefits*
* Humana, Inc. and its affiliated subsidiaries (collectively, "Humana")…