Consumer Onboarding Strategy Advisor

Humana Inc; New York (NY); Hybrid; USD 138,000 - 190,000; Full time

Benefits offered by this job

Work at Home

Job summary

Humana Inc. is seeking a Consumer Onboarding Strategy Advisor to lead and transform new member experiences during onboarding.

You will partner with Marketing, Digital, Call Centers, Stars, and other teams to set the strategic vision, define a measurement plan, and maintain a continuous feedback loop with execution partners. The role emphasizes executive stakeholder engagement, program leadership, and delivering incremental value for members and the business.

Qualifications

• Bachelor's Degree and a minimum of 6 years of progressive experience creating program or product strategy with a strong understanding of customer journey design and management, persona development, experience transformation, and onboarding best practices
• Strong leadership and stakeholder management, including the ability to build trust and credibility with senior business leaders and influence decision-making across the enterprise
• Proven success delivering large, multi-workstream programs in healthcare or similarly complex environments - with experience working across various people, processes, and technology domains
• Exceptional verbal and written communication skills, with demonstrated experience developing presentations and presenting to executive and board-level audiences
• Ability to distill strategic goals into actionable, measurable execution plans
• Expertise in program acceleration, risk mitigation, and managing cross-functional interdependencies
• Superior analytical and problem-solving skills with experience transforming data into actionable insights (i.e., Microsoft Excel)
• Highly collaborative, adaptable, and able to lead through ambiguity in a dynamic environment

Responsibilities

• Serve as a strategic product manager for Humana’s onboarding transformation program, ensuring enterprise priorities are strategically aligned and all workstreams are operationally integrated
• Partner with the Strategy Advancement Principal and consumer research team to hypothesize and analyze new pilots/opportunities that advance the program’s vision and member experience
• Partner with consumer research, analytics, and business teams to develop member personas and segmentation strategies that inform onboarding priorities, uncover unmet member needs, and guide decisions across the member onboarding journey
• Support and create onboarding measurement strategies, including KPIs, pilot evaluation criteria, and executive reporting, to ensure data-driven decision making, continuous improvement, and clear demonstration of program impact
• Identify and size new opportunities, working with cross-functional partners, including finance, to determine NPV and alignment with enterprise goals/priorities
• Collaborate with execution partners to translate the onboarding vision into a cohesive plan, including feasibility analysis with clear milestones and accountability
• Elevate the Enterprise Onboarding Program's visibility and credibility among the executive audience by consistently demonstrating strong strategic prioritization and clear accountability across teams
• Support executive communications including updates, readouts, reporting and escalation to senior stakeholders
• Partner with workstream leads to maintain momentum, resolve blockers, and manage dependencies
• Bring structure, clarity, and urgency to complex challenges, while staying grounded in member outcomes
• Be an advocate for the members' needs, be willing to speak up and discuss difficult topics and be persuasive

Job description

Become a part of our caring community Humana is undertaking a strategic transformation towards becoming a consumer-driven health care company. As part of this, the member onboarding experience has been identified as a critical moment in the customer engagement lifecycle. We are seeking a Consumer Onboarding Strategy Advisor to help progress this important work. This role offers a unique opportunity to lead and transform new member experiences during one of the most pivotal moments in their journey with Humana - when they first join. Reporting to the Strategy Advancement Principal - Onboarding Strategy, you’ll partner with teammates in Enterprise Growth and with cross-functional partners (e.g., Marketing, Digital, Call Centers, Stars, etc.) to set the strategic vision for the reimagined onboarding experience. Thinking and acting big and small, this candidate will ensure that the program’s strategy, measurement plan, and consumer research priorities maintain a continuous feedback loop with our execution partners. This will also involve ensuring that workstreams stay aligned, on track, and in service of a thoughtful and helpful onboarding experience that delights customers and supports business objectives. Additionally, this candidate will be closely involved in executive stakeholder engagement, including preparing for highly visible executive forums to showcase progress and impact across different strategic opportunities, escalating roadblocks, gathering commitments, and reconciling input. This is not a feature roadmap role; it's a program leadership role with a dual focus: (1) ensuring that our onboarding approach continuously advocates for member needs (2) driving value for our business. You will act as a champion for our members to ensure that their needs are being met at every step of their journey and defining a delivery approach that produces incremental value.

Additional Responsibilities

• Serve as a strategic product manager (with member experience as your product) for Humana’s onboarding transformation program, ensuring that enterprise priorities are strategically aligned and all workstreams are operationally integrated.
• Partner with the Strategy Advancement Principal and consumer research team to hypothesize and analyze new pilots/opportunities that advance the program’s vision and member experience
• Partner with consumer research, analytics, and business teams to develop member personas and segmentation strategies that inform onboarding priorities, uncover unmet member needs, and guide decisions across the member onboarding journey
• Support and create onboarding measurement strategies, including KPIs, pilot evaluation criteria, and executive reporting, to ensure data-driven decision making, continuous improvement, and clear demonstration of program impact
• Identify and size new opportunities, working with cross-functional partners, including finance, to determine NPV and alignment with enterprise goals/priorities
• Collaborate with execution partners to translate the onboarding vision into a cohesive plan, including feasibility analysis with clear milestones and accountability
• Elevate the Enterprise Onboarding Program's visibility and credibility among the executive audience by consistently demonstrating strong strategic prioritization and clear accountability across teams
• Support executive communications including updates, readouts, reporting and escalation to senior stakeholders
• Partner with workstream leads to maintain momentum, resolve blockers, and manage dependencies
• Bring structure, clarity, and urgency to complex challenges, while staying grounded in member outcomes
• Be an advocate for the members' needs, be willing to speak up and discuss difficult topics and be persuasive
• Use your skills to make an impact

Required Qualifications

• Bachelor's Degree and a minimum of 6 years of progressive experience creating program or product strategy with a strong understanding of customer journey design and management, persona development, experience transformation, and onboarding best practices
• Strong leadership and stakeholder management, including the ability to build trust and credibility with senior business leaders and influence decision-making across the enterprise
• Proven success delivering large, multi-workstream programs in healthcare or similarly complex environments - with experience working across various people, processes, and technology domains
• Exceptional verbal and written communication skills, with demonstrated experience developing presentations and presenting to executive and board-level audiences
• Ability to distill strategic goals into actionable, measurable execution plans
• Expertise in program acceleration, risk mitigation, and managing cross-functional interdependencies
• Superior analytical and problem-solving skills with experience transforming data into actionable insights (i.e., Microsoft Excel)
• Highly collaborative, adaptable, and able to lead through ambiguity in a dynamic environment

Preferred Qualifications

• MBA, MPH, other graduate degree
• Experience with healthcare transformation, member onboarding, or lifecycle programs
• Familiarity with healthcare, including CMS regulations, digital health ecosystems, and human centered design
• Success working in matrixed environments with distributed accountability
• Work at Home

Work from Home Requirements

To ensure Home or Hybrid Home/Office employees’ ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria: At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested. In certain roles, the minimum recommended internet speed required by Humana may not be sufficient for business needs. Humana reserves the right to require associates to upgrade their internet service if necessary. Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.

Travel

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

Scheduled Weekly Hours 40

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. $138,200 - $190,100 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") 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, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.

About Us

Humana Inc. (NYSE: HUM) is a leading U.S. healthcare company. Through our Humana insurance services and our 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 and Medicaid, families, individuals, military service personnel, and communities at large. Learn more about what we offer at Humana.com and at CenterWell.com.

Equal Opportunity Employer

It 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 protected veteran status. It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with 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.