Humana
Humana District of Columbia, United States
Overview
Join to apply for the
Vice President, Customer Marketing
role at
Humana . At Humana, we’re transforming how we engage with members through data-driven, personalized marketing that improves health outcomes. As the Vice President of Customer Marketing, you’ll lead the strategic vision and execution of our end-to-end member and patient marketing experience — from the first touchpoint through deeper member engagement — ensuring every interaction drives connection and customer lifetime value (LTV). The VP of Customer Marketing is at the center of accelerating member time-to-value and increasing retention, satisfaction, and business outcomes. This role requires a visionary leader who inspires teams to deliver a best-in-class customer marketing ecosystem using data-driven insights. They are a steward of delivering customer-first behavior-based journeys at critical moments across the lifecycle, drive innovation, and advocate for customer-backed marketing priorities that optimize business value. This role will transform how we engage with our members and patients and set a new standard for our go-to-market channels. This role reports into the Managing Vice President and Chief Customer Officer overseeing Customer Lifecycle Marketing (CLM). Key Responsibilities
Lead and mentor a large team of marketing professionals across lifecycle marketing functions (onboarding, engagement, loyalty, retention, communications orchestration and optimization); directly manage 4 high-performing people leaders. Architect best-in-class, multi-channel lifecycle marketing experiences (email, mail, SMS, app, web, call center, IVR) tailored to member needs and Next Best Action (NBA) strategy. Implement enterprise-wide governance to ensure thoughtful campaign prioritization based on enterprise marketing principles and business priorities; make data-driven decisions on what to stop/start/continue. Represent the “voice of the customer” in executive forums and educate the organization on insights to drive customer engagement at every touchpoint; advocate for customer-backed marketing priorities. Establish a channel management center of excellence, implementing standards that honor customer preferences and optimize channel usage to maximize engagement and customer LTV. Collaborate with brand, product marketing and creative services to deliver compelling creative that motivates customers to engage in managing their health. Work with product, data science, and channel owners to build and scale personalization frameworks and embed journey logic and personalization rules that drive measurable action and ROI. Define enterprise NBA logic for content, timing, and channel orchestration to deliver personalized journeys at scale in partnership with Analytics and Marketing Operations. Track and optimize journey performance, run experiments, and improve KPIs. Support the adoption of AI, automation, and MarTech solutions to deliver scalable behavior-based journeys and content personalization. Partner with data, analytics, and tech teams to refine segmentation, scoring models, KPIs, and inform the features roadmap. Champion agile ways of working and oversee a suite of agile marketing PODs to deliver best-in-class customer marketing. Required Qualifications
Bachelor’s degree required; MBA strongly preferred. 15+ years of customer marketing experience, preferably in healthcare, insurance, or regulated industries. Minimum 7 years of leading large-scale, high-performing teams in a fast-paced, matrixed environment. Ability to balance big-picture customer management vision with hands-on execution and clear go-to-market plans. Deep understanding of customer journey mapping, segmentation, and personalization tactics. Excellent analytical skills; able to interpret complex data and translate insights into action. Record of driving multi-channel marketing innovation and scaling initiatives to meet evolving consumer needs. Experience leveraging marketing automation and BI platforms to power behavior-based journeys (e.g., Adobe Experience Platform, Adobe Journey Optimizer, Pega). Strong stakeholder management with the ability to influence executive leadership through written and verbal communication. Familiarity with agile operating models and standing up agile marketing teams is preferred. Additional Information
Preferred locations: Louisville, Nashville, DC, Tampa, Fort Lauderdale, Chicago, NYC, Boston, Dallas, Seattle, Denver, and Atlanta Travel: Remote position with occasional travel to Humana offices for training or meetings as required. Scheduled Weekly Hours: 40 About Us & Equal Opportunity
Humana Inc. (NYSE: HUM) is committed to putting health first – for teammates, customers and the company. We deliver care and services to help people achieve their best health, across Medicare, Medicaid, families, individuals, military service personnel, and communities. Equal Opportunity Employer : It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status. It is also the policy to take affirmative action to employ and advance individuals with disability or protected veteran status, in compliance with applicable laws.
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Join to apply for the
Vice President, Customer Marketing
role at
Humana . At Humana, we’re transforming how we engage with members through data-driven, personalized marketing that improves health outcomes. As the Vice President of Customer Marketing, you’ll lead the strategic vision and execution of our end-to-end member and patient marketing experience — from the first touchpoint through deeper member engagement — ensuring every interaction drives connection and customer lifetime value (LTV). The VP of Customer Marketing is at the center of accelerating member time-to-value and increasing retention, satisfaction, and business outcomes. This role requires a visionary leader who inspires teams to deliver a best-in-class customer marketing ecosystem using data-driven insights. They are a steward of delivering customer-first behavior-based journeys at critical moments across the lifecycle, drive innovation, and advocate for customer-backed marketing priorities that optimize business value. This role will transform how we engage with our members and patients and set a new standard for our go-to-market channels. This role reports into the Managing Vice President and Chief Customer Officer overseeing Customer Lifecycle Marketing (CLM). Key Responsibilities
Lead and mentor a large team of marketing professionals across lifecycle marketing functions (onboarding, engagement, loyalty, retention, communications orchestration and optimization); directly manage 4 high-performing people leaders. Architect best-in-class, multi-channel lifecycle marketing experiences (email, mail, SMS, app, web, call center, IVR) tailored to member needs and Next Best Action (NBA) strategy. Implement enterprise-wide governance to ensure thoughtful campaign prioritization based on enterprise marketing principles and business priorities; make data-driven decisions on what to stop/start/continue. Represent the “voice of the customer” in executive forums and educate the organization on insights to drive customer engagement at every touchpoint; advocate for customer-backed marketing priorities. Establish a channel management center of excellence, implementing standards that honor customer preferences and optimize channel usage to maximize engagement and customer LTV. Collaborate with brand, product marketing and creative services to deliver compelling creative that motivates customers to engage in managing their health. Work with product, data science, and channel owners to build and scale personalization frameworks and embed journey logic and personalization rules that drive measurable action and ROI. Define enterprise NBA logic for content, timing, and channel orchestration to deliver personalized journeys at scale in partnership with Analytics and Marketing Operations. Track and optimize journey performance, run experiments, and improve KPIs. Support the adoption of AI, automation, and MarTech solutions to deliver scalable behavior-based journeys and content personalization. Partner with data, analytics, and tech teams to refine segmentation, scoring models, KPIs, and inform the features roadmap. Champion agile ways of working and oversee a suite of agile marketing PODs to deliver best-in-class customer marketing. Required Qualifications
Bachelor’s degree required; MBA strongly preferred. 15+ years of customer marketing experience, preferably in healthcare, insurance, or regulated industries. Minimum 7 years of leading large-scale, high-performing teams in a fast-paced, matrixed environment. Ability to balance big-picture customer management vision with hands-on execution and clear go-to-market plans. Deep understanding of customer journey mapping, segmentation, and personalization tactics. Excellent analytical skills; able to interpret complex data and translate insights into action. Record of driving multi-channel marketing innovation and scaling initiatives to meet evolving consumer needs. Experience leveraging marketing automation and BI platforms to power behavior-based journeys (e.g., Adobe Experience Platform, Adobe Journey Optimizer, Pega). Strong stakeholder management with the ability to influence executive leadership through written and verbal communication. Familiarity with agile operating models and standing up agile marketing teams is preferred. Additional Information
Preferred locations: Louisville, Nashville, DC, Tampa, Fort Lauderdale, Chicago, NYC, Boston, Dallas, Seattle, Denver, and Atlanta Travel: Remote position with occasional travel to Humana offices for training or meetings as required. Scheduled Weekly Hours: 40 About Us & Equal Opportunity
Humana Inc. (NYSE: HUM) is committed to putting health first – for teammates, customers and the company. We deliver care and services to help people achieve their best health, across Medicare, Medicaid, families, individuals, military service personnel, and communities. Equal Opportunity Employer : It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status. It is also the policy to take affirmative action to employ and advance individuals with disability or protected veteran status, in compliance with applicable laws.
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