Director Digital Service Enablement

Profile

Description

Humana is a Fortune 60 market leader in integrated healthcare whose dream is to help people achieve lifelong well-being. As a company focused on the health and well-being of the people we serve, Humana starts from within, and is committed to providing progressive benefits that advance the employment experience and vitality of the associate community. Through offerings anchored in a whole-person view of human well-being, Humana embraces a focus on stimulating positive individual and population changes while nurturing a sense of security, enabling people to live life fully and be their most productive.

Against that backdrop, we are seeking an accomplished and forward-thinking leader for the role of Director, Digital Service Enablement. Operating on an enterprise scale, this Director will lead a team that drives the strategy and execution of Humana's digital service capabilities. As the accountable Humana leader for the digital service capabilities for multiple lines-of-business, channels and capabilities, this leader will have significant impact at Humana. Working within broad goals, this leader will be responsible for applying Digital expertise, business/GM acumen, and technical knowledge to solve complex problems for the business and support the broad goal of driving the growth of Humana's digital service capabilities.

The Director will report directly to the Associate Vice President of Service Enablement and will directly manage a team of Humana associates, while also leading extensive dotted line, matrix relationships across numerous other functional areas internally. This position is open to alternate locations and work-from-home for the right candidates, with some travel for key activities.

Responsibilities

Key Responsibilities and Deliverables


Drive major decisions related to digital strategy, initiative prioritization, and setting vision to translate strategy into action.
Develop and execute strategies that will drive increased digital adoption, engagement, and efficacy.
Oversee the development and implementation of new digital features, capabilities, and content that will result in improved ease of use for members.
Embrace and contribute to Humana's Agile methodology of working, including emphasizing the importance of collaborating with other areas across the business towards ensuring alignment to enterprise efforts.
Successfully solve member service needs across an omni-channel and evolving environment.
Drive integrations between channels and capabilities to create seamless member experiences.
Establish and track key metrics such as: digital channel adoption rate of Humana's members, digital engagement rate, call reductions, customer satisfaction with Humana's online self-service experiences, etc., all supporting the broad goal of driving the growth of Humana's digital self-service capabilities.
Function as a senior advisor and executive partner to various member-support teams within Humana, with the ability to be a strategic thought-partner and to synthesize and communicate complex ideas.
Provide leadership to a team of digital professionals, driving associate engagement initiatives, developing and managing talent, and leading change efforts.


Key Candidate Qualifications

In general terms, the ideal candidate will have extensive Digital leadership experience, including deep experience within, and leading, an online sales/eCommerce or self-service channel, with a focus on digital experience, transactional metrics, and continuous improvement. In addition, this person will have a strong data/analytics orientation and a proven track record of creating and executing highly impactful digital strategies on an enterprise scale. This person will also have demonstrable success in driving organizational change and in building and leading high performing teams.

In addition, the following professional qualifications and personal attributes are sought:


A record of success in attracting, developing, and motivating top talent from inside and outside of the organization, preparing direct reports for expanded responsibilities, and expanding and elevating the capabilities and performance of their team.
A thought leader who anticipates changes and disruption to see opportunities for the future and drives a future-focused agenda to build strategies from present to future state.
Track record of delivering demonstrated value through strategic initiatives to support the enterprise, with demonstrated expertise in executing and integrating such initiatives.
Experience accelerating growth and delivery.
Experience developing scorecards, setting forecasts and goals, and assessing digital channel results on an ongoing basis.
Experience in both B2B and B2C environments
Current or recent experience in a large, highly matrixed company (i.e., Fortune 250), with proven ability to influence leaders and key stakeholders in such an environment
Highly collaborative mindset and excellent relationship-building skills
Excellent oral and written communications skills, including the polish, poise, and executive presence that will ensure effective interaction with senior and executive level audiences
Bachelor's Degree required; MBA preferred.


Scheduled Weekly Hours

40

Company info

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