Head of Conversational Channels & AI Experience (Remote)

Humana; United States; Remote; USD 203,000 - 280,000; Full time

Job summary

Humana seeks an Associate Vice President, Conversational Channels to lead the member-advisor experience across IVR, AI-powered engagement, and digital self-service. You will own product strategy, roadmaps, and delivery, coordinating with operations, technology, and analytics to improve outcomes and efficiency.

You will drive an integrated ecosystem across healthcare audiences, shaping experiences that reduce friction and elevate care.

Qualifications

• 10+ years of progressive leadership in product management or related fields.
• Deep expertise in contact center optimization and IVR.
• Experience with Salesforce, Genesys, or GECX ecosystems.

Responsibilities

• Own the conversational channel and advocate experience portfolio including IVR and AI-enabled engagement.
• Lead an integrated conversational ecosystem across business segments.
• Deliver seamless, AI-enabled end-to-end member and advocate journeys.
• Partner with digital product leaders to connect channels with self-service transitions.
• Define and execute multi-year product roadmaps and prioritize investments.
• Establish and track outcomes for member experience and efficiency.
• Lead UX and interaction design of advocate capabilities across channels.
• Oversee technical architecture, integration, and release sequencing.

Skills

Leadership experience

Conversational channels

Product management

Enterprise CRM/CTI

Cross-functional leadership

Data-driven decisions

Job description

Humana seeks an Associate Vice President, Conversational Channels to lead the member-advisor experience across IVR, AI-powered engagement, and digital self-service. You will own product strategy, roadmaps, and delivery, coordinating with operations, technology, and analytics to improve outcomes and efficiency.

You will drive an integrated ecosystem across healthcare audiences, shaping experiences that reduce friction and elevate care.