Consumer Onboarding Strategy Advisor

Reporting to the Strategy Advancement Principal - Onboarding Strategy, you’ll partner with teammates in Enterprise Growth and with cross-functional partners (e.g., Marketing, Digital, Call Centers, Stars, etc.)to set the strategic vision for the reimagined onboarding experience. Thinking and acting big and small, this candidate will ensure that the program’s strategy, measurement plan, and consumer research priorities maintain a continuous feedback loop with our execution partners. 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 engagement, including preparing for highly visible executive forums to showcase progress and impactacross 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 (2) driving value for our business. You will act as a champion for our members to ensure that their needs are being met at every step of their journey and defining a delivery approach that produces incremental value. 

Additional Responsibilities:

• Serve as a strategic product manager(with member experience as yourproduct) for Humana’s onboarding transformation program, ensuring that enterprise priorities are strategically aligned and all workstreams are operationally integrated. 

• Partner with the Strategy Advancement Principal and consumer research team to hypothesize and analyze new pilots/opportunities that advance the program’s vision and member experience

• Partner with consumer research, analytics, and business teams to develop member personas and segmentation strategies that inform onboarding priorities, uncover unmet member needs, and guide decisions across the member onboarding journey

• Support and create onboarding measurement strategies, including KPIs, pilot evaluation criteria, and executive reporting, to ensure data-driven decision making, continuous improvement, and clear demonstration of program impact 

• Identify and size new opportunities, working with cross-functional partners, including finance, to determine NPV and alignment with enterprise goals/priorities

• Collaborate with execution partners to translate the onboarding vision into a cohesive plan, including feasibility analysis with clear milestones and accountability

• Elevate the Enterprise Onboarding Program's visibility and credibility among the executive audience by consistently demonstrating strong strategic prioritization and clear accountability across teams

• Support executive communications including updates, readouts, reporting and escalation to senior stakeholders

• Partner with workstream leads to maintain momentum, resolve blockers, and manage dependencies

• Bring structure, clarity, and urgency to complex challenges, while staying grounded in member outcomes

• Be an advocate for the members' needs, be willing to speak up and discuss difficult topics and be persuasive