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AVP, Product Management sets product vision develops, delivers, and manages product roadmaps for addressing customer needs resulting in successful customer adoption for achieving positive business outcome. The AVP, Product Management requires an in-depth understanding of how organization capabilities interrelate across the function or segment.

Assistant Vice President, Product Management leads all phases of the product life cycle, from inception to introduction into the marketplace, by developing products to meet specific customer needs and achieve specific cost and success outcomes. Once products are launched, monitors efficacy of products and uses customer and business partner feedback to ensure products are meeting customer needs across each customer segmentation, adjusting products over time to continue to achieve the desired outcomes. Decisions are typically related to the implementation of new/updated programs or large-scale projects for the function and supporting technical/operational procedures and processes, and implements strategic plans, drives goals and objectives, and improves performance. Provides input into functions strategy.

Use your skills to make an impact
 

Connected customer experiences across every channel-touchpoint, sales, service, and marketing interaction will give Humana a competitive edge in the marketplace with respect to customer engagement and creating high efficiency business processes. Fusing customer experience with technology platforms integrating transactional, interaction and contextual data across healthcare needs will create customer experiences with low friction, minimal fall outs and dead ends and, therefore, higher satisfaction and retention.

The Omnichannel platform product group will focus on creating a single integrated repository of member data including transactional and interaction information for cross channel engagement. The leader in this role will set the vision for customer journey orchestration, personalization, and the design and activation of customer 360 for transactional and health experience use cases and insights. This role will have the ability to bring focus and prioritization in the form of well-defined roadmaps to core platforms features across– digital platform, CRM, marketing, sales and service platforms, interactions platform and system of records. A successful candidate will have strong stakeholder management expertise as well as strong abilities in using technology to build platforms focused on key business results. The leader will be responsible for strategic partnerships, choice of vendors and alignment to technology strategy of internal platforms.

The AVP, Omnichannel Experience Platform will lead and enable implementation of seamless, data-driven customer experiences across member touchpoints, ensuring consistent, AI/GAI powered proactive and personalized experiences at scale. The person will lead a team of directors, principals and product managers to set vision, solution and platform roadmaps and manage the success of solutions with regard to OKRs and business strategy. This leader will have expertise in making progress in a fast paced product agile development model. This individual will be a hands-on, participative manager who will lead a broad cross-functional team to identify opportunities to drive innovation and disruption in the experiences Humana delivers to its customers.

Key Responsibilities:

• Omnichannel Strategy Development: Define and implement the omnichannel experience strategy, integrating customer touchpoints across digital, mobile, call center, marketing, and offline platforms for a unified customer journey.

• Adobe Experience Platform Expertise: Utilize the Adobe Experience Platform (AXP) to drive advanced data management, customer profiles, and real-time personalization, ensuring seamless execution of omnichannel end-to-end experiences.

• Adobe Experience Cloud Management: Enable teams to utilize Adobe Experience Cloud tools, including Adobe Experience Manager (AEM), Adobe Analytics-Target-Campaign, to create, test, and optimize personalized customer experiences across various platforms. Lead the migration of AEC to AXP based on top use cases and ability to lower total cost of ownership of our Adobe ecosystem.

• Customer Journey Optimization: Enable efforts to map customer journeys and use data to identify opportunities for enhancing the customer experience through personalization, segmentation, and behavioral insights.

• Journey Analytics: Use Adobe Customer Journey Analytics to track performance against our Enterprise Growth and Product OKRs including growth, productivity, retention, and member NPS. Partner with