Principal, Enterprise Contact Strategy

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What you will deliver

• An enterprise capture and consent strategy, business case and phased roadmap aligned to customer, business and compliance outcomes.

• A clear product and operating model with defined outcomes, decision rights, governance, owners, escalation paths and delivery cadences.

• Consistent enterprise requirements for contact-data capture, verification, consent, preferences, opt-outs, record retention and downstream use.

• A prioritized cross-functional backlog that connects customer journeys and channel needs to MDM, CPMS, verification services, digital experiences and other enabling platforms.

• Executive-ready reporting that makes progress, risks, dependencies, decisions and accountability visible to senior leaders.

• Measurable improvement in valid, usable customer contact information and the enterprise’s ability to honor consent and preferences across owned and vendor-supported outreach.

• Adoption and governance of enterprise policies related to capture and consent.

Key responsibilities

Strategy and enterprise leadership

• Own the integrated capture and consent agenda from strategy through execution, including scope, priorities, milestones, outcomes and risk management.

• Navigate a highly regulated, evolving environment and translate legal, privacy and compliance guidance into clear requirements, decisions and implementation plans.

• Frame options and recommendations for senior leaders, highlighting customer value, business impact, compliance considerations, investment needs and tradeoffs.

• Identify emerging needs, unresolved decisions and delivery risks early; recommend a path forward rather than waiting for direction.

Cross-functional execution and accountability

• Lead a complex matrix of partners across Digital, Technology, Data, Operations, Legal, Privacy, Compliance, Procurement, Sales, Enrollment, Contact Center, Clinical, Claims and Marketing. Partner teams own the underlying infrastructure and platforms; this role shapes and advances that work through others.
• Establish integrated workplans, outcomes, owners and timelines across teams; maintain momentum through disciplined follow-up and transparent escalation.

• Hold AVP- and VP-level partners accountable to agreed commitments and timelines through influence, fact-based communication and clear governance.

• Coordinate dependencies among channel products, enterprise platforms and business processes so customer information and choices flow from capture through activation.

• Partner with technology and product leaders to prioritize capabilities, resolve capacity constraints and sequence delivery against enterprise outcomes.

Executive communication and decision support

• Create concise, high-quality PowerPoint presentations, pre-reads, roadmaps and decision materials for senior leaders and enterprise governance forums.

• Turn technical, legal and operational complexity into a clear narrative: what is changing, why it matters, what decisions are required, who owns delivery and when outcomes will be achieved.

• Provide regular executive updates on progress, milestones, risks, dependencies, decisions and value realization.

• Prepare leaders for enterprise discussions and ensure recommendations reflect cross-functional input and validated facts.

Capability design, governance and measurement

• Define standards and workflows for email and mobile capture, verification, consent, preferences, revocation, suppression, exception handling and audit evidence.

• Help establish governance forums, decision rights, controls and escalation practices that can respond efficiently to regulatory and policy changes.
• Develop scorecards and dashboards for contactability, channel eligibility, consent health, data quality, propagation performance, risk and remediation.
• Ensure owned channels and external vendors apply approved consent and preference rules and return required data, opt-outs and evidence.

• Drive continuous improvement based on customer feedback, compliance findings, operational performance and business results.

Ongoing marketing adoption and optimization

• Own the ongoing marketing responsibilities for adoption of the capture and consent capabilities and policies that support Humana’s customer engagement operating system, across lines of business, channels and campaigns.
• Evolve, test and optimize the customer-facing messaging and value proposition that encourages customers to share, confirm and update their contact information and preferences.
• Use test results and performance data to scale what works across priority journeys and channels.
• Drive continuous improvement based on customer feedback, compliance findings, operational performance and business results.

What success looks like

• Leaders have one clear view of the enterprise roadmap, accountabilities, investment needs, risks and progress.

• Cross-functional owners meet commitments or escalate barriers early with specific recovery actions.

• Capture, verification, consent and preference requirements become consistent across priority customer journeys and channels.

• Customer contact information and choices flow reliably to enterprise platforms and downstream outreach processes.

• Humana expands responsible customer reach while reducing compliance, customer-trust and execution risk.

Leadership capabilities

Enterprise ownership
Acts as a single-threaded leader for outcomes, tradeoffs and momentum.

Proactive judgment
Anticipates issues, develops options and advances work with limited direction.

Senior influence
Creates accountability with AVP and VP partners through clarity, trust and disciplined follow-through.

Executive simplicity
Distills complex compliance, data and technology topics into decisions and actions.

Constructive challenge
Raises risks directly, resolves ambiguity and escalates when commitments or outcomes are at risk.

Innovation in complexity
Builds practical solutions in new terrain while maintaining rigorous compliance and control discipline.

Use your skills to make an impact

Required Qualifications

• Bachelor’s degree in marketing, business, technology, operations, healthcare administration or a related field.

• 5+ years of experience leading complex enterprise programs, products, capabilities or transformation initiatives in a matrixed organization.

• Demonstrated success operating proactively with limited direction and bringing structure to ambiguous, first-of-kind work.

• Proven ability to influence senior leaders, establish accountability and drive commitments across teams without direct authority.

• Exceptional executive communication skills, including advanced PowerPoint storytelling and the ability to create concise, decision-oriented materials for senior leadership.

• Experience translating regulatory, legal, privacy, compliance or risk requirements into executable business processes and technology requirements.

• Strong program leadership skills, including roadmap development, dependency management, risk resolution, governance, executive reporting and cross-functional delivery.

• Ability to understand data flows, system dependencies, product backlogs and technical tradeoffs well enough to connect business outcomes to technology delivery.

Preferred qualifications

• Experience in healthcare, insurance, financial services or another highly regulated industry.

• Experience with customer identity, contact data, master data management, consent management, preference centers, CRM, customer data platforms or marketing technology.

• Familiarity with TCPA, privacy, anti-spam and consent-management considerations relevant to customer communications.

• Experience establishing a product operating model or enterprise capability that spans multiple business units, channels, platforms and vendors.

• Experience partnering with Legal, Privacy, Compliance, Technology, Digital, Procurement and Operations leaders on enterprise change.

Additional information

An updated resume is required for consideration. Please ensure your resume is attached when submitting your application.

This position will require you to work in Eastern Standard Time (EST) hours.

This position may require travel up to 5% a year

Scheduled Weekly Hours

Pay Range

Description of Benefits

About us

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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.