Become a part of our caring community and help us put health first
 

Become a part of our caring community and help us put health first

At Humana, we’re transforming how we engage with members through data-driven, personalized marketing that improves health outcomes. As the Vice President of Customer Marketing, you’ll lead the strategic vision and execution of our end-to-end member and patient marketing experience — from the first touchpoint through deeper member engagement — ensuring every interaction drives connection and customer lifetime value (LTV).

The VP of Customer Marketing is at the center of accelerating member time-to-value and increasing retention, satisfaction, and business outcomes. This role requires a visionary leader that inspires their teams to deliver a best-in-class customer marketing ecosystem using data-driven insights. They are a steward of delivering customer-first behavior-based journeys at the most critical moments across the lifecycle. They drive innovation, serve as a “voice of the customer” to the organization, significantly influence enterprise-wide customer management strategy and have a relentless focus on driving results. This role will wholly transform the way we engage with our members and patients and will set and implement a new standard for how we go-to-market and the channels where we engage them.

This role reports into the Managing Vice President and Chief Customer Officer overseeing Customer Lifecycle Marketing (CLM).

               

Key Responsibilities

• Lead and mentor a large team of marketing professionals across lifecycle marketing functions – e.g., onboarding, engagement, loyalty, retention, communications orchestration and optimization; Directly manage 4 high performing people leaders.
• Architect best-in-class, multi-channel lifecycle marketing experiences (email, mail, SMS, app, web, call center, IVR) tailored to member needs and Next Best Action (NBA) strategy.
• Implement enterprise-wide governance to ensure thoughtful campaign prioritization based on enterprise marketing principles and business priorities; make ongoing decisions on what to stop/start/continue supported by data-driven recommendations.
• Represent the “voice of the customer” in executive forums and educate the organization on key insights for driving customer engagement at every touchpoint – serve as a relentless advocate to ensure marketing priorities are customer-backed and optimize business value.
• Establish a channel management center of excellence, implementing standards and best practices that honor customer preferences and optimize channel usage to maximize engagement, customer LTV and minimize opt outs.
• Work closely with brand, product marketing and creative services teams to deliver compelling creative that motivates customers to actively engage in managing their health.
• Collaborate with product, data science, and channel owners to build and scale personalization frameworks and embed journey logic and personalization rules that drive measurable action and ROI.
• Define enterprise NBA logic for content, timing, and channel orchestration to deliver personalized journeys at scale in close partnership with Analytics and Marketing Operations.
• Track and optimize journey performance, using data to run experiments and improve KPIs.
• Support the adoption of AI, automation, and MarTech solutions to deliver best-in-class behavior-based journeys and content personalization at scale.
• Partner with data, analytics, and tech teams to build and continuously refine segmentation, scoring models, KPIs and inform the features and capabilities roadmap.
• Serve as a champion for agile ways of working, overseeing a suite of agile marketing PODs to deliver best-in-class customer marketing.

Use your skills to make an impact
 

Required Qualifications

• Bachelors required, MBA strongly preferred.
• 15+ years of customer marketing experience preferably within healthcare, insurance, or regulated industries like financial services.
• Minimum 7 years of leading large-scale, high performing teams in a fast-paced, matrixed environment.
• Proven ability to balance big-picture customer management vision with hands-on execution, ensuring both strategic alignment and clear, go-to-market plans to achieve outcomes.
• Deep understanding and practitioner of customer journey mapping, segmentation and personalization tactics.
• Excellent analytical skills; ability to interpret complex data sets and turn insights into action.
• A track record of driving multi-channel marketing innovation, testing new go-to-market strategies (audience, creative, messaging, format, channel mix, etc), and scaling initiatives to meet evolving