Director of Product, Customer Lifecycle & Engagement

This is a fully remote position, open to applicants in United States.

📋 Description

• Define and spearhead the strategy for member engagement, loyalty, retention, and lifecycle management within Reliance consumer.

• Take ownership of retention, Net Promoter Score (NPS), member engagement, loyalty, and customer lifetime value metrics.

• Manage the complete customer lifecycle experience across digital, agent, contact center, marketing, and partner channels.

• Create and guide the strategic roadmap for lifecycle experiences and capabilities.

• Collaborate with senior leaders across Marketing, Operations, Customer Success, Technology, and Sales to synchronize investments and priorities.

• Lead cross-functional initiatives aimed at enhancing customer outcomes, minimizing journey friction, and reinforcing member relationships.

• Steer product strategy focused on AI-driven and data-informed experiences.

• Formulate annual objectives, business cases, investment proposals, and success metrics.

• Direct organizational and operational transformations that elevate member experience and facilitate growth.

• Mentor, coach, and develop Product Managers and Product Owners.

• Establish best practices in product management and foster a customer-centric culture.

⛳️ Requirements

• Over 10 years of experience in Product Management, Digital Experience, Customer Experience, Loyalty, Retention, or related fields.

• At least 5 years of leadership experience, managing Product Managers, Product Owners, or other senior professional roles.

• Proven success in defining and implementing customer lifecycle, engagement, loyalty, retention, or customer experience strategies at scale.

• Experience in owning outcomes and metrics such as retention, engagement, NPS, customer satisfaction, or customer lifetime value.

• Extensive knowledge of customer experience design across digital and assisted channels, including contact centers, agents, and partner ecosystems.

• Demonstrated capability to lead large-scale, cross-functional initiatives across business, operational, and technology sectors.

• Strong analytical and quantitative skills with a metrics-driven mindset.

• Experience in developing strategic roadmaps, business cases, investment recommendations, and long-range plans.

• Proven track record of operating within Agile product organizations and collaborating with technology and delivery teams.

• Familiarity with CRM, customer engagement, personalization, loyalty, or AI-enhanced customer experience platforms is preferred.

• Exceptional written, verbal, executive communication, and stakeholder management abilities.

• Bachelor's degree required; advanced degree preferred.

• Minimum internet speeds of 25 Mbps download and 10 Mbps upload for remote or hybrid home/office employees.

• A dedicated workspace free from ongoing interruptions to safeguard member PHI/HIPAA information.

• Occasional travel to Humana offices may be necessary.

🏝️ 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.

• Whole-person well-being support.

• Remote work arrangement.