Consumer Onboarding Strategy Execution Lead

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 Execution Lead 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 – when they first join Humana.

Reporting to the Strategy Advancement Principal - Onboarding Execution , y ou’ll partner with teammates in Enterprise Growth and cross-functionally (e.g., Marketing, Digital, Call Centers, Stars, among others) to facilitate the delivery of a reimagined, omni-channel onboarding experience for our members . Thinking and acting big and small, you will activate partners across the enterprise to ensure that the program strategy is brought to life through small-scale pilots, in-market testing, or via full-scale launch. 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 candidate will be closely involved in executive stakeholder communication, including preparing for highly visible executive forums to showcase progress and impact across different strategic opportunities , escalating roadblocks , gathering commitments, and reconciling input .     

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 while (2) driving value for our business. You will act as a champion for our members to ensure their needs are being met at every step of their journey while defining a delivery approach that produces incremental value.

Additional Responsibilities: • Lead execution of Humana's Enterprise Onboarding Transformation Program, serving as the execution-focused product manager for the member onboarding experience and ensuring strategic priorities are translated into integrated, actionable delivery plans across workstreams 

• Own the end-to-end omni-channel onboarding roadmap and execution, partnering with the Strategy Advancement Principal and cross-functional teams to prioritize opportunities, accelerate pilots, manage interdependencies, and deliver key milestones across member segments

• Drive cross-functional program governance and operational excellence by coordinating stakeholders, facilitating decision-making, managing risks, issues, dependencies, and escalations, and ensuring accountability for deliverables and outcomes

• Influence and align business partners and workstream leaders without direct authority to maintain momentum, resolve barriers, and advance strategic initiatives that improve member onboarding and enterprise objectives 

• Support executive engagement and program visibility through clear communications, status reporting, leadership readouts, and concise updates on strategic intent, progress to established goals, risks, key decisions, and program performance

• Partner with Integrated Measurement to optimize onboarding performance by tracking KPIs, analyzing trends, identifying improvement opportunities, testing new approaches, and recommending actions that enhance member experience and program outcomes

• Drive organizational readiness and adoption by supporting change management efforts, maintaining onboarding processes and documentation, and enabling effective implementation of new tools, capabilities, and ways of working 

• Bring structure, clarity, and urgency to complex challenges, balancing enterprise priorities with member-centric outcomes to ensure successful execution and measurable business impact

Use your skills to make an impact   Required Qualifications • Bachelor’s Degree and at least 6+ years of progressive experience creating program or product strategy, supporting implementation, prioritization, planning, and execution of high-impact, enterprise-wide initiatives  

• Strong leadership and stakeholder management skills, 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 business functions, processes, and technology domains 

• Exceptional verbal and written communication skills, with demonstrated experience with storyboarding and developing presentations to both operation and executive 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 r

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