Consumer Onboarding Strategy Advisor

About this role

Become a part of our caring community   Humana is undertaking a strategic transformation towards becoming a consumer-driven health care company. As part of this, the member onboarding experience has been identified as a critical moment in the customer engagement lifecycle. We are seeking a Consumer Onboarding Strategy Advisor to help progress this important work. This role offers a unique opportunity to lead and transform new member experiences during one of the most pivotal moments in their journey with Humana – when they first join.

Reporting to the Strategy Advancement Principal - Onboarding Strategy , y ou’ll partner with teammates in Enterprise Growth and wi th cross-functional partners (e.g., Marketing, Digital, Call Centers, Stars, etc.) to set the strategic vision for the re imagined onboarding experience. Thinking and acting big and small, this candidate will ensure that th e program ’s strategy , measurement plan, and consumer research priorities maintain a continuous feedback loop with our execution partners. This will also involve ensuring that workstreams stay aligned, on track, and in service of a thoughtful and helpful onboarding experience that delights customers and supports business objectives .  

Additionally, this can didate will be closely involved in ex ecutive stak eholder en gagement, including preparing for highly visible executive forums to showcase progress and impact across different strategic opportunities , es calating roadblocks , ga thering co mmitments , and recon ciling inpu t .     

This is not a feature roadmap role; it's a program leadership role with a dual focus: (1) ensuring that our onboarding approach continuously advocates for member needs (2) driving value for our business. You will act as a champion for our members to ensure that their needs are being met at every step of their journey and defining a delivery approach that produces incremental value .  

Additional Responsibilities: • Serve as a strategic product manager (with member experience a s your p roduct) for Humana’s onboarding transformation program, ensuring that enterprise priorities are strategically aligned and all workstreams are operationally integrated . 

• Partner with the Strategy Advancement Principal and consumer research team to hypothesize and analyze new pilots/opportunities that advance the program’s vision and member experience

• Partner with consumer research, analytics, and business teams to develop member personas and segmentation strategies that inform onboarding priorities, uncover unmet member needs, and guide decisions across the member onboarding journey

• Support and create onboarding measurement strategies, including KPIs, pilot evaluation criteria, and executive reporting, to ensure data-driven decision making, continuous improvement, and clear demonstration of program impact 

• Identify and size new opportunities, working with cross-functional partners, including finance, to determine NPV and alignment with enterprise goals/priorities

• Collaborate with execution partners to translate the onboarding vision into a cohesive plan, including feasibility analysis with clear milestones and accountability

• Elevate the Enterprise Onboarding Program's visibility and credibility among the executive audience by consistently demonstrating strong strategic prioritization and clear accountability across teams

• Support executive communications including updates, readouts, reporting and escalation to senior stakeholders

• Partner with workstream leads to maintain momentum, resolve blockers, and manage dependencies

• Bring structure, clarity, and urgency to complex challenges, while staying grounded in member outcomes

• Be an advocate for the members' needs, be willing to speak up and discuss difficult topics and be persuasive

Use your skills to make an impact   Required Qualifications • Bachelor's Degree and a minimum of 6 years of progressive experience creating program or product strategy with a strong understanding of customer journey design and management, persona development, experience transformation, and onboarding best practices

• Strong leadership and stakeholder management, including the ability to build trust and credibility with senior business leaders and influence decision-making across the enterprise 

• Proven success delivering large, multi-workstream programs in healthcare or similarly complex environments – with experience working across various people, processes, and technology domains 

• Exceptional verbal and written communication skills, with demonstrated experience developing presentations and presenting to executive and board-level audiences 

• Ability to distill strategic goals into actionable, measurable execution plans 

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

• Superior analytical and problem-solving skills with experience transforming data into actionable insights (i.e., Microsoft Excel) 

• Highly collaborative, adaptable, and able to lead through ambiguity in a dynamic environment 

Preferred Qualifications • MBA, MPH, other graduate degree 

• Experience with healthcare transformation, member onboarding, or lifecycle programs

• Familiarity with healthcare, including CMS regulations, digital health ecosystems, and human centered design  

• Success working in matrixed environments with distributed accountability

Work at Home Requirements: To ensure Home or Hybrid Home/Office employees’ ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria: At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested. In certain roles, the minimum recommended internet speed required by Humana may not be sufficient for business needs. Humana reserves the right to require associates to upgrade their internet service if n

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