Senior Associate – Journey & Lifecycle Design
Employment Information
Job Description
Senior Associate managing member-centric lifecycle communications at Humana. Leading experience strategy across marketing and ensuring optimization across all touchpoints.
Responsibilities:
- Develop and maintain champion experience strategies across all Customer Lifecycle Marketing pods, ensuring communication best practices are implemented consistently
- Establish and lead a marketing Marketing Experience Center of Excellence to define best practices, governance policies, and innovation roadmaps.
- Develop a standardized test & learn agenda that can span across all pods to ensure various tests are implemented in line with enterprise goals.
- Maintain a cross-pod, enterprise-wide view of customer journey design to identify overlaps, gaps, and optimization opportunities.
- Monitor journey performance, including test/control lift, potential fallouts or gaps within the experience, and provide optimization opportunities to improve member experience.
- Partner with analytics and marketing operations to develop dashboards and reporting frameworks that inform journey decisions.
- Collaborate with agile pods, data teams, and martech architects to ensure seamless execution and adherence to experience standards.
- Partner with Digital & Omnichannel teams to integrate new offers and capabilities into the ecosystem and ensure cross-channel alignment.
- Work closely with Marketing Technology to assess platform capabilities, troubleshoot issues, and prioritize enhancements.
- Influence the roadmap for channel enablement, personalization, and automation by advocating for member-centric innovations.
- Manage the capability backlog and support universal capability implementation across platforms to drive efficiency and consistency.
- Engage with customer call centers and non-owned channels to expand offer reach and ensure consistent messaging across all touchpoints.
Requirements:
- Bachelor’s degree in Marketing, Communications, Business, or related field
- 3+ years of experience in customer lifecycle journey design, marketing operations, or campaign management
- Proven ability to lead cross-functional initiatives and drive strategic outcomes
- Understanding of member journey mapping and personalization strategies
- Strong analytical skills with experience in performance measurement and optimization
- Excellent communication, collaboration, and stakeholder management skills.
- Experience in healthcare, insurance, or other regulated industries
- Familiarity with CRM platforms, marketing automation tools, and customer data platforms (CDPs)
- Experience developing governance frameworks and establishing scalable journey design
Benefits:
- 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
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