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Role Summary

The Head of Consumer Digital Strategy & Operations is responsible for setting the strategic direction, operating model, and execution discipline for Humana’s Consumer Digital experience organization. This role ensures that digital strategy—across web, mobile, omnichannel engagement, sales, and servicing experiences—is tightly aligned to Humana’s mission of becoming a Consumer Healthcare company and translated into measurable outcomes for member and patient experiences.

This leader partners closely with Experience Design, Digital Product, Platforms & Capabilities, Technology, Marketing, and Line of Business leadership to simplify the digital ecosystem, accelerate delivery, and drive meaningful improvements in experience, efficiency, and cost.

               

Key Responsibilities 

Consumer Digital Strategy and Transformation  

• Develop and execute enterprise digital strategies.  

• Lead the Consumer Digital experience strategy across members and patients aligned to Enterprise Growth goals. 

• Translate Humana’s Consumer Healthcare vision into clear digital experience roadmaps, operating models, and investment plans.   

• Drive prioritization of digital investments based on consumer and business outcomes and using consistent NPV analysis to measure enterprise value of digital activity.  

Consumer Digital Operating Model & Governance 

• Define and evolve the operating model for digital experience organization, including the shift to an outcome-oriented organization with dedicated and persistently funded product-centric teams who rapidly iterate to drive speed, scale, and value for customers and internal business partners 

• Manage portfolio health, including selecting, prioritizing, funding, governing, and optimizing products to achieve core objectives.  Partner with Finance organization to track operational and capital spend, including trade-off discussions.   

• Establish clear intake, prioritization, and decision-making processes across Consumer Digital initiatives. 

• Build cross-functional operating rhythms (strategic planning, annual capex budgeting, monthly business reviews and product demos) 

• Clarify roles, responsibilities, and decision rights across business leaders, consumer digital, IT, marketing, and operations teams. 

Execution & Delivery Excellence  

• Leverage the product development lifecycle (PDLC) to drive execution rigor across the digital experience portfolio, ensuring delivery on scope, timeline, and outcomes, and advance scalable automation strategies that drive efficiency  

• Partner with Product and Technology leaders to improve delivery speed by reducing dependencies between teams and establishing single threaded product leaders.