Director, Onboarding Marketing

Humana

Washington, DC

Full Time

Director

168k-231k

12 days ago

Job Description

About the Role

Humana's Marketing organization is seeking an experienced marketing leader to join as the Director of Engagement Marketing (Onboarding Marketing). This role is pivotal in accelerating member time-to-value and increasing retention, satisfaction, and outcomes. The position involves leading a team of marketers and specialists, managing a performance-focused marketing budget, and influencing senior stakeholders to align onboarding strategies with enterprise goals. The role supports the Insurance and CenterWell lines of business, which include Insurance, Primary Care, Pharmacy, and Home Solutions Services used by Humana members and patients. The Director will develop and influence member and patient-centric strategies, plan engagement initiatives based on detailed data analysis, and optimize efforts to generate value for members, patients, and Humana.

Key Responsibilities

Architect a best-in-class, multi-channel onboarding experience (email, mail, SMS, app, web, call center, IVR) tailored to member/patient needs and Next Best Action (NBA) strategy.
Lead and mentor a direct team of marketing professionals; oversee onboarding-related marketing budget and resourcing.
Collaborate with product, data science, and channel owners to embed journey logic and personalization rules that drive measurable action.
Define NBA logic for content, timing, and channel orchestration to deliver personalized journeys at scale.
Track and optimize journey performance, using data to run experiments, improve KPIs, and guide roadmap iteration.
Champion the voice of the customer by integrating qualitative feedback and behavioral signals into continuous onboarding improvements.
Influence executive stakeholders to secure alignment, share results, and shape the future-state experience vision.

Requirements

Bachelor's degree or equivalent related work experience.
8+ years of B2C omni-channel marketing experience, with deep expertise in lifecycle and journey-based marketing.
5+ years of people leadership experience, including leading and developing high-performing teams.
Hands-on experience with marketing automation platforms (e.g., Adobe Experience Platform, Adobe Journey Optimizer).
Experience working in an agile operating model/environment.
Proven success managing matrixed teams and driving measurable engagement and retention outcomes.
Experience using analytics and data science to translate insights into performance marketing tactics.
Strong cross-functional leadership and stakeholder management skills.

Nice to Have

MBA.
Experience in regulated industries (e.g., healthcare, insurance, financial services).
Familiarity with NBA engines, CDPs, and real-time decisioning platforms (e.g., Pega, Adobe).
Exposure to product marketing, agent enablement, or channel mix optimization.
Experience launching or scaling agile pods or cross-functional squads.

Qualifications

Bachelor's degree or equivalent work experience.
8+ years of B2C omni-channel marketing experience.
5+ years of leadership experience.

Benefits & Perks

Health benefits effective day 1.
Paid time off, holidays, volunteer time, and jury duty pay.
Recognition pay.
401(k) retirement savings plan with employer match.
Tuition assistance.
Scholarships for eligible dependents.
Parental and caregiver leave.
Employee charity matching program.
Network Resource Groups (NRGs).
Career development opportunities.

Working at Humana

Humana values personal identity protection and is committed to putting health first for its teammates, customers, and community. The company emphasizes a caring community, health and well-being, diversity, and inclusion, with a focus on delivering quality care and service to improve quality of life for diverse populations including Medicare, Medicaid, military personnel, and families.

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