Consumer Onboarding Strategy Advisor

This is a fully remote position, open to applicants in Kentucky, +2 more states.

📋 Description

• Lead and innovate the onboarding experiences for new members at Humana.

• Establish the strategic direction for the revamped onboarding process.

• Collaborate with teams from Enterprise Growth, Marketing, Digital, Call Centers, Stars, and other cross-functional departments.

• Ensure alignment between program strategy, measurement plans, consumer research priorities, and execution partners.

• Maintain focus on member and business outcomes while keeping workstreams aligned and on track.

• Engage with executive stakeholders and prepare for high-visibility executive forums.

• Highlight progress and impact across strategic initiatives.

• Address roadblocks, secure commitments, and reconcile feedback.

• Act as a strategic product manager for the onboarding transformation program at Humana.

• Hypothesize and analyze new pilots and opportunities for improvement.

• Develop member personas and strategies for segmentation.

• Create strategies for onboarding measurement, KPIs, pilot evaluation criteria, and executive reporting.

• Identify and size opportunities, including assessing NPV in collaboration with finance partners.

• Translate the onboarding vision into comprehensive plans complete with milestones and accountability.

• Enhance the visibility and credibility of the Enterprise Onboarding Program with executives.

• Assist in executive communications, updates, reporting, and escalations.

• Maintain momentum, address blockers, and manage dependencies with workstream leaders.

• Provide structure, clarity, and urgency to complex challenges while prioritizing member outcomes.

• Advocate for member needs and engage in persuasive discussions on challenging topics.

⛳️ Requirements

• Bachelor's Degree.

• A minimum of 6 years of progressive experience in developing program or product strategy.

• Strong grasp of customer journey design and management, including persona development, experience transformation, and onboarding best practices.

• Exceptional leadership and stakeholder management capabilities.

• Ability to build trust and credibility with senior business leaders, influencing enterprise decision-making.

• Proven track record of delivering large, multi-workstream programs in healthcare or similarly intricate environments.

• Experience across the domains of people, processes, and technology.

• Outstanding verbal and written communication skills.

• Proficiency in developing presentations and addressing executive and board-level audiences.

• Capability to translate strategic goals into actionable, measurable execution plans.

• Expertise in program acceleration, risk mitigation, and managing cross-functional interdependencies.

• Superior analytical and problem-solving abilities.

• Experience in converting data into actionable insights, including proficiency in Microsoft Excel.

• Highly collaborative and adaptable; able to lead through ambiguity in a dynamic setting.

• Home internet with a minimum of 25 Mbps download and 10 Mbps upload speeds.

• Ability to work from a dedicated space without interruptions to safeguard member PHI/HIPAA information.

🏝️ Benefits

• Bonus incentive plan based on company and/or individual performance.

• Medical benefits.

• Dental benefits.

• Vision benefits.

• 401(k) retirement savings plan.

• Paid time off.

• Company holidays.

• Personal holidays.

• Paid parental leave.

• Paid caregiver leave.

• Short-term disability.

• Long-term disability.

• Life insurance.

• Work-from-home arrangement.

• Occasional travel for training or meetings.