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Humana Director, Customer Experience Design Strategy in Boston, Massachusetts


The Retail Product and Strategy Organization is seeking a Director, Strategy Advancement to drive initiatives and platform development in support of the Customer Segment Product Management Team. As a consumer-centered health organization, Humana is committed to finding ways to grow our membership by delivering desirable experiences to consumers that improve clinical outcomes and help members achieve their best health, while driving profitability to support the long-term sustainability of our offerings. In exploring opportunities to meet consumer needs, Humana’s Retail Medicare organization has identified opportunities to design, develop and deliver offerings designed for their unique needs of specific consumer segments (e.g., Dual Eligibles, Veterans, Multicultural).


As Director, Strategy Advancement you will be responsible for leading and developing a multi-disciplinary team comprised of senior design, business intelligence and strategy talent focused on advancing transformation initiatives in support of priority customer segments within the Retail business. In partnership with the customer segment owners, you will define and lead initiatives that span disciplines across the organization to drive lasting change against OKRs and the prioritized initiative roadmap. While delivering near term value via membership growth, improved consumer experiences and better health outcomes, you and your team will own the development of an overarching platform strategy that supports continuous improvement and innovation for members in each customer segment. You will work closely with operating partners across the enterprise (e.g., sales, service, clinical, journey teams, platform teams, marketing, Bold Goal, IT, etc.) to create alignment and drive change. In addition to building a strong self-directed team and talent pipeline, you will manage external vendor/partner relationships to augment capacity in core research, design, strategy and change management efforts to ensure the team’s ability to meet goals in an accelerated environment. Ultimately, with a strong bias for action, you will focus on generating data-driven recommendations, plans and implementation support to drive scaled operational changes that deliver value to Humana’s members and priority stakeholders.

Required Qualifications

  • Master's Degree

  • 10 or more years of technical experience in business strategy, design strategy, or business intelligence

  • 5 or more years of leadership experience with multi-disciplinary teams of high performing subject matter expert talent

  • Current or prior healthcare industry experience

  • Complex program and project management skillset with ability to synthesize inputs across multiple disciplines and ensure a quality output

  • Must be passionate about contributing to an organization focused on continuously improving consumer experiences

Preferred Qualifications

  • Demonstrated team-builder, with talent networks and relationships in business strategy, design strategy, and related fields

  • Proven ability to translate complex contexts into clear hypothesis-driven problem frames that provide clarity for multi-disciplinary teams

  • Demonstrated ability to translate consumer needs into conceptual experience models, design tests to validate hypotheses, refine experiences and deploy at scale through operating partners

  • Expert facilitator with ability to design and deliver focus groups, workshops and multiple types of custom (co)design sessions with consumers and business stakeholders

  • Ability to communicate and influence ranging from senior executives to individual contributors

  • Attention to detail and strong quality control skills adapted to fast-paced consulting / delivery context

  • Proficiency in systems design and platform strategy concepts

  • Excellent time management skills, bringing the ability to quickly put structure in place to manage work in a dynamic complex environment

Additional Information

Scheduled Weekly Hours


About Us

Mission: At Humana, our cultural foundation is aligned to helping members achieve their best health by delivering personalized, simplified, whole-person healthcare experiences. Recognizing healthcare needs continue to evolve for each person, for each family and for each community, Humana continuously creates innovative solutions and resources that help people live their healthiest lives on their terms –when and where they need it. Our employees are at the heart of making this happen and that’s why we are dedicated to building an organization of dynamic talent whose experience and passion center on putting the customer first.

Equal Opportunity Employer

It is our policy to recruit, hire, train, and promote people without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity or expression, disability, or veteran status, except where age, sex, or physical status is a bona fide occupational qualification. View the EEO is the Law poster.

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