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The Head of Consumer Digital Strategy & Operations is responsible for setting the strategic direction, operating model, and execution discipline for Humana’s Consumer Digital experience organization. This role ensures that digital strategy—across web, mobile, omnichannel engagement, sales, and servicing experiences—is tightly aligned to Humana’s mission of becoming a Consumer Healthcare company and translated into measurable outcomes for member and patient experiences.
This leader partners closely with Experience Design, Digital Product, Platforms & Capabilities, Technology, Marketing, and Line of Business leadership to simplify the digital ecosystem, accelerate delivery, and drive meaningful improvements in experience, efficiency, and cost.
Key Responsibilities Consumer Digital Strategy and Transformation
Develop and execute enterprise digital strategies.
Lead the Consumer Digital experience strategy across members and patients aligned to Enterprise Growth goals.
Translate Humana’s Consumer Healthcare vision into clear digital experience roadmaps, operating models, and investment plans.
Drive prioritization of digital investments based on consumer and business outcomes and using consistent NPV analysis to measure enterprise value of digital activity.
Consumer Digital Operating Model & Governance e
Define and evolve the operating model for digital experience organization, including the shift to an outcome-oriented organization with dedicated and persistently funded product-centric teams who rapidly iterate to drive speed, scale, and value for customers and internal business partners.
Manage portfolio health, including selecting, prioritizing, funding, governing, and optimizing products to achieve core objectives. Partner with Finance organization to track operational and capital spend, including trade-off discussions.
Establish clear intake, prioritization, and decision-making processes across Consumer Digital initiatives.
Build cross-functional operating rhythms (strategic planning, annual capex budgeting, monthly business reviews and product demos).
Clarify roles, responsibilities, and decision rights across business leaders, consumer digital, IT, marketing, and operations teams.
Execution & Delivery Excellence
Leverage the product development lifecycle (PDLC) to drive execution rigor across the digital experience portfolio, ensuring delivery on scope, timeline, and outcomes, and advance scalable automation strategies that drive efficiency.
Partner with Product and Technology leaders to improve delivery speed by reducing dependencies between teams and establishing single threaded product leaders.
Develop and execute a product management training playbook focused on reinforcing and driving consistent product management practices within the Consumer Digital organization.
Own accountability for product management tools (e.g. Jira) and enabling systems, ensuring clear ownership, standardization, and adoption across product teams.
Performance Management & Insights
Define and operationalize OKR / KPI frameworks.
Build performance reporting and executive dashboards.
Manage value realization tied to customer acquisition, digital engagement, admin cost takeout, and health outcomes.
Prepare and facilitate executive-level monthly business reviews focused on progress, risks, and tradeoffs.
Diagnose root cause to facilitate business case development and to surface insights that drive product roadmaps.
Leadership & Team Development
Lead organizational change tied to new consumer digital operating model.
Build and lead a high-performing digital strategy and operations team.
Coach leaders on strategic thinking, prioritization, and execution discipline.
Foster a culture of customer obsession, accountability, and continuous improvement.
Use your skills to make an impact Qualifications Required
10+ years of experience in consulting, digital strategy, digital product operations or transformation roles.
Proven ability to connect strategy -> execution -> measurable outcomes.
Experience leading digital organizations in healthcare, insurance, financial services, or other regulated consumer industries.
Track record of driving cross-functional alignment without direct authority.
Structured, systems thinker.
Balances strategic thinking with execution discipline.
Proven ability to align strategy, operating model, and execution across complex, matrixed organizations.
Exceptional executive communication and influence skills.
Bachelor’s degree in marketing, business, digital strategy, healthcare administration, or related field.
Preferred
Built or scaled a Digital CoE, Product Ops, or Transformation Office.
Turned around failing transformation or execution model.
Delivered measurable cost-to-servereduction.
Experience with omnichannel experience design and contact center integration.
MBA or equivalent advanced degree.
Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.
Scheduled Weekly Hours 40
Application Deadline: 02-25-2026
About us Humana Inc. (NYSE: HUM) is committed to putting health first – for our teammates, our customers and our company. Through our Humana insurance services and 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. These efforts are leading to a better quality of life for people with Medicare, Medicaid, families, individuals, military service personnel, and communities at large.
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 of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.
Humana complies with all applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sex, sexual orientation, gender identity or religion. We also provide free language interpreter services. See our https://www.humana.com/legal/accessibility-resources?source=Humana_Website.
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This leader partners closely with Experience Design, Digital Product, Platforms & Capabilities, Technology, Marketing, and Line of Business leadership to simplify the digital ecosystem, accelerate delivery, and drive meaningful improvements in experience, efficiency, and cost.
Key Responsibilities Consumer Digital Strategy and Transformation
Develop and execute enterprise digital strategies.
Lead the Consumer Digital experience strategy across members and patients aligned to Enterprise Growth goals.
Translate Humana’s Consumer Healthcare vision into clear digital experience roadmaps, operating models, and investment plans.
Drive prioritization of digital investments based on consumer and business outcomes and using consistent NPV analysis to measure enterprise value of digital activity.
Consumer Digital Operating Model & Governance e
Define and evolve the operating model for digital experience organization, including the shift to an outcome-oriented organization with dedicated and persistently funded product-centric teams who rapidly iterate to drive speed, scale, and value for customers and internal business partners.
Manage portfolio health, including selecting, prioritizing, funding, governing, and optimizing products to achieve core objectives. Partner with Finance organization to track operational and capital spend, including trade-off discussions.
Establish clear intake, prioritization, and decision-making processes across Consumer Digital initiatives.
Build cross-functional operating rhythms (strategic planning, annual capex budgeting, monthly business reviews and product demos).
Clarify roles, responsibilities, and decision rights across business leaders, consumer digital, IT, marketing, and operations teams.
Execution & Delivery Excellence
Leverage the product development lifecycle (PDLC) to drive execution rigor across the digital experience portfolio, ensuring delivery on scope, timeline, and outcomes, and advance scalable automation strategies that drive efficiency.
Partner with Product and Technology leaders to improve delivery speed by reducing dependencies between teams and establishing single threaded product leaders.
Develop and execute a product management training playbook focused on reinforcing and driving consistent product management practices within the Consumer Digital organization.
Own accountability for product management tools (e.g. Jira) and enabling systems, ensuring clear ownership, standardization, and adoption across product teams.
Performance Management & Insights
Define and operationalize OKR / KPI frameworks.
Build performance reporting and executive dashboards.
Manage value realization tied to customer acquisition, digital engagement, admin cost takeout, and health outcomes.
Prepare and facilitate executive-level monthly business reviews focused on progress, risks, and tradeoffs.
Diagnose root cause to facilitate business case development and to surface insights that drive product roadmaps.
Leadership & Team Development
Lead organizational change tied to new consumer digital operating model.
Build and lead a high-performing digital strategy and operations team.
Coach leaders on strategic thinking, prioritization, and execution discipline.
Foster a culture of customer obsession, accountability, and continuous improvement.
Use your skills to make an impact Qualifications Required
10+ years of experience in consulting, digital strategy, digital product operations or transformation roles.
Proven ability to connect strategy -> execution -> measurable outcomes.
Experience leading digital organizations in healthcare, insurance, financial services, or other regulated consumer industries.
Track record of driving cross-functional alignment without direct authority.
Structured, systems thinker.
Balances strategic thinking with execution discipline.
Proven ability to align strategy, operating model, and execution across complex, matrixed organizations.
Exceptional executive communication and influence skills.
Bachelor’s degree in marketing, business, digital strategy, healthcare administration, or related field.
Preferred
Built or scaled a Digital CoE, Product Ops, or Transformation Office.
Turned around failing transformation or execution model.
Delivered measurable cost-to-servereduction.
Experience with omnichannel experience design and contact center integration.
MBA or equivalent advanced degree.
Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.
Scheduled Weekly Hours 40
Application Deadline: 02-25-2026
About us Humana Inc. (NYSE: HUM) is committed to putting health first – for our teammates, our customers and our company. Through our Humana insurance services and 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. These efforts are leading to a better quality of life for people with Medicare, Medicaid, families, individuals, military service personnel, and communities at large.
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 of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.
Humana complies with all applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sex, sexual orientation, gender identity or religion. We also provide free language interpreter services. See our https://www.humana.com/legal/accessibility-resources?source=Humana_Website.
#J-18808-Ljbffr