[Hiring] Principal, Enterprise Contact Strategy @Humana

Role Description

Become a part of our caring community. Humana is building a new enterprise capability to improve customer contactability, establish consistent capture and verification practices, and ensure consent and preferences are applied across channels, platforms and vendors. This work sits at the intersection of customer experience, data, technology, operations, legal, privacy and compliance. It represents new terrain for Humana, carries significant enterprise visibility and requires a leader who can turn ambiguity into a practical roadmap and measurable results.

Beyond building the foundation, the role carries ongoing marketing responsibility for driving adoption of the capabilities and policies that support Humana’s customer engagement operating system.

Position Summary

The Principal, Enterprise Capture & Consent will serve as the senior marketing lead and program integrator for Humana’s enterprise capture and consent agenda. This individual will:

• Shape strategy, translate legal and compliance requirements into actionable business and technology priorities, and coordinate delivery across Marketing, Digital, Technology, Data, Operations, Legal, Privacy, Compliance and channel teams.
• Operate proactively with limited direction, anticipate issues before they slow delivery, and create the structure needed to advance complex work.
• Influence and hold senior cross-functional leaders accountable to commitments and timelines without relying on formal authority.
• Develop clear, decision-oriented PowerPoint presentations and executive updates for senior leadership.

Much of the infrastructure setup and foundation building, including platforms, data flows, verification services and vendor integrations, will be delivered by partner teams in Technology, Digital, Data and Operations. This leader sets direction, defines requirements and drives that work through influence rather than owning delivery directly.

What You Will Deliver

• An enterprise capture and consent strategy, business case and phased roadmap aligned to customer, business and compliance outcomes.
• A clear product and operating model with defined outcomes, decision rights, governance, owners, escalation paths and delivery cadences.
• Consistent enterprise requirements for contact-data capture, verification, consent, preferences, opt-outs, record retention and downstream use.
• A prioritized cross-functional backlog that connects customer journeys and channel needs to MDM, CPMS, verification services, digital experiences and other enabling platforms.
• Executive-ready reporting that makes progress, risks, dependencies, decisions and accountability visible to senior leaders.
• Measurable improvement in valid, usable customer contact information and the enterprise’s ability to honor consent and preferences across owned and vendor-supported outreach.
• Adoption and governance of enterprise policies related to capture and consent.

Qualifications

• Bachelor’s degree in marketing, business, technology, operations, healthcare administration or a related field.
• 5+ years of experience leading complex enterprise programs, products, capabilities or transformation initiatives in a matrixed organization.
• Demonstrated success operating proactively with limited direction and bringing structure to ambiguous, first-of-kind work.
• Proven ability to influence senior leaders, establish accountability and drive commitments across teams without direct authority.
• Exceptional executive communication skills, including advanced PowerPoint storytelling and the ability to create concise, decision-oriented materials for senior leadership.
• Experience translating regulatory, legal, privacy, compliance or risk requirements into executable business processes and technology requirements.
• Strong program leadership skills, including roadmap development, dependency management, risk resolution, governance, executive reporting and cross-functional delivery.
• Ability to understand data flows, system dependencies, product backlogs and technical tradeoffs well enough to connect business outcomes to technology delivery.

Requirements

• Experience in healthcare, insurance, financial services or another highly regulated industry.
• Experience with customer identity, contact data, master data management, consent management, preference centers, CRM, customer data platforms or marketing technology.
• Familiarity with TCPA, privacy, anti-spam and consent-management considerations relevant to customer communications.
• Experience establishing a product operating model or enterprise capability that spans multiple business units, channels, platforms and vendors.
• Experience partnering with Legal, Privacy, Compliance, Technology, Digital, Procurement and Operations leaders on enterprise change.

Benefits

• Medical, dental and vision benefits.
• 401(k) retirement savings plan.
• Time off (including paid time off, company and personal holidays, paid parental and caregiver leave).
• Short-term and long-term disability.
• Life insurance and many other opportunities.

Company Description

Humana Inc. (NYSE: HUM) is a leading U.S. healthcare company. Through our Humana insurance services and our CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health – delivering the care and service they need, when they need it.