Experience Strategy & Transformation Lead
Humana Inc, Baton Rouge, LA, United States
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The Experience Strategy & Transformation Lead supports the execution of experience-led transformation initiatives across Group Specialty products by translating strategy into actionable roadmaps, product capabilities, and delivery outcomes. This role operates within the Product Delivery organization and partners closely with Product, Technology, Operations, and Business stakeholders to design, deliver, and continuously improve consumer and customer experiences.
The Experience Strategy & Transformation Lead for the Specialty Product Delivery Organization focuses on end-to-end delivery, capability design, and operationalization of experience strategies, while contributing to business architecture artifacts that align customer journeys, products, platforms, and operating models. Advises executives to develop functional strategies on matters of significance. Exercises independent judgment and decision making on complex issues regarding job duties and related tasks, and works under minimal supervision, uses independent judgment requiring analysis of variable factors and determining the best course of action.
Key Responsibilities Experience Strategy & Delivery Execution
Lead the execution of experience transformation initiatives aligned to Group Specialty product strategies and enterprise experience standards.
Translate experience strategies and target-state visions into prioritized product roadmaps, epics, and features.
Partner with Product Managers and Delivery Leads to ensure experience outcomes are embedded in agile delivery plans and PI commitments.
Drive continuous improvement through customer insights, journey analytics, and post-release learning.
Collaborates and works regularly with Professional Level, Lead/Manager and Director roles across Business and IT.
Business Architecture & Capability Enablement
Contribute to business architecture by defining and maintaining:
Experience capability maps.
Value streams and customer journeys.
Product-to-capability and capability-to-platform alignment.
1-3 year strategic roadmap.
Support target operating model design by clarifying roles, handoffs, and dependencies across Product, Technology, and Operations.
Identify experience and capability gaps and recommend solutions that balance customer value, delivery feasibility, and business impact.
Cross-Functional Collaboration
Serve as a day-to-day experience strategy partner for Product Delivery teams supporting Group Specialty lines of business.
Collaborate with UX, Design, Technology, Data, and Operations to ensure cohesive and scalable experiences.
Support change adoption by working with business partners on readiness, communications, and measurement.
Governance, Metrics & Quality
Define and track experience success metrics (e.g., customer satisfaction, journey performance, operational outcomes).
Ensure alignment to enterprise standards, accessibility requirements, and brand guidelines.
Escalate risks, dependencies, and trade-offs to the Principal with clear options and recommendations.
Decision Rights & Scope
Owns execution-level experience strategy and delivery outcomes for assigned Group Specialty initiatives.
Makes recommendations on prioritization, sequencing, and design within defined strategic guardrails.
Escalates enterprise-level trade-offs, architectural conflicts, and strategic shifts to the Principal.
This role is a feeder to the Principal, Experience Strategy & Transformation position, building depth in strategic execution, delivery leadership, and business architecture to support broader enterprise accountability.
Required Qualifications
Bachelor's degree or equivalent experience.
5–7+ years of experience in experience strategy, product delivery, transformation, business architecture, or related roles.
Experience working within agile product delivery models and cross-functional teams.
Demonstrated ability to translate strategy into execution artifacts (roadmaps, journeys, capabilities).
Strong analytical, communication, and stakeholder management skills.
Experience working with Microsoft collaboration and productivity tools.
Exposure to value stream mapping or operating model design.
Preferred Qualifications
Experience in healthcare, insurance, financial services, or other regulated industries.
Familiarity with Group Specialty products, customer segments, or distribution models.
Experience partnering with UX/design teams and leveraging customer research and data insights.
Travel While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.
Scheduled Weekly Hours 40
Pay Range $104,000 - $143,000 per year
This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.
Description of Benefits Humana, Inc. and its affiliated subsidiaries (collectively, “Humana”) offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.
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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The Experience Strategy & Transformation Lead for the Specialty Product Delivery Organization focuses on end-to-end delivery, capability design, and operationalization of experience strategies, while contributing to business architecture artifacts that align customer journeys, products, platforms, and operating models. Advises executives to develop functional strategies on matters of significance. Exercises independent judgment and decision making on complex issues regarding job duties and related tasks, and works under minimal supervision, uses independent judgment requiring analysis of variable factors and determining the best course of action.
Key Responsibilities Experience Strategy & Delivery Execution
Lead the execution of experience transformation initiatives aligned to Group Specialty product strategies and enterprise experience standards.
Translate experience strategies and target-state visions into prioritized product roadmaps, epics, and features.
Partner with Product Managers and Delivery Leads to ensure experience outcomes are embedded in agile delivery plans and PI commitments.
Drive continuous improvement through customer insights, journey analytics, and post-release learning.
Collaborates and works regularly with Professional Level, Lead/Manager and Director roles across Business and IT.
Business Architecture & Capability Enablement
Contribute to business architecture by defining and maintaining:
Experience capability maps.
Value streams and customer journeys.
Product-to-capability and capability-to-platform alignment.
1-3 year strategic roadmap.
Support target operating model design by clarifying roles, handoffs, and dependencies across Product, Technology, and Operations.
Identify experience and capability gaps and recommend solutions that balance customer value, delivery feasibility, and business impact.
Cross-Functional Collaboration
Serve as a day-to-day experience strategy partner for Product Delivery teams supporting Group Specialty lines of business.
Collaborate with UX, Design, Technology, Data, and Operations to ensure cohesive and scalable experiences.
Support change adoption by working with business partners on readiness, communications, and measurement.
Governance, Metrics & Quality
Define and track experience success metrics (e.g., customer satisfaction, journey performance, operational outcomes).
Ensure alignment to enterprise standards, accessibility requirements, and brand guidelines.
Escalate risks, dependencies, and trade-offs to the Principal with clear options and recommendations.
Decision Rights & Scope
Owns execution-level experience strategy and delivery outcomes for assigned Group Specialty initiatives.
Makes recommendations on prioritization, sequencing, and design within defined strategic guardrails.
Escalates enterprise-level trade-offs, architectural conflicts, and strategic shifts to the Principal.
This role is a feeder to the Principal, Experience Strategy & Transformation position, building depth in strategic execution, delivery leadership, and business architecture to support broader enterprise accountability.
Required Qualifications
Bachelor's degree or equivalent experience.
5–7+ years of experience in experience strategy, product delivery, transformation, business architecture, or related roles.
Experience working within agile product delivery models and cross-functional teams.
Demonstrated ability to translate strategy into execution artifacts (roadmaps, journeys, capabilities).
Strong analytical, communication, and stakeholder management skills.
Experience working with Microsoft collaboration and productivity tools.
Exposure to value stream mapping or operating model design.
Preferred Qualifications
Experience in healthcare, insurance, financial services, or other regulated industries.
Familiarity with Group Specialty products, customer segments, or distribution models.
Experience partnering with UX/design teams and leveraging customer research and data insights.
Travel While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.
Scheduled Weekly Hours 40
Pay Range $104,000 - $143,000 per year
This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.
Description of Benefits Humana, Inc. and its affiliated subsidiaries (collectively, “Humana”) offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.
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