Director, Onboarding Marketing

Director of Engagement Marketing (Onboarding Marketing)

Employment Type: Full-time

Location Type: 100% Remote (U.S.) - Proximity to Humana Marketing offices (Washington, DC, Louisville, KY, Chicago, IL) is preferred but not required.

Position Overview

Humana's Marketing organization is seeking an experienced marketing leader to join the team as the Director of Engagement Marketing (Onboarding Marketing). This role is pivotal in accelerating member time-to-value and increasing retention, satisfaction, and outcomes. You’ll lead a skilled team of marketers and specialists, manage a performance-focused marketing budget, and influence senior stakeholders to align onboarding with enterprise goals.

As the Director of Engagement Marketing, you will develop and influence the application of member-centric strategies to accelerate business goal achievement. You will plan and recommend engagement strategies to members based on detailed quantitative analyses of consumer databases and external data sources to develop data-driven insights into members, their behaviors, buying preferences, and patterns. You will provide thought and change partnership to lead line-of-business and cohort transformations, and engagement improvement that puts the needs of the member at the center of all business functions, coordinated and pervasive throughout the enterprise. Additionally, you will find the intersection points between the members and the plans, in order to optimize and maximize efforts that generate value for both the member and Humana. Decisions are typically related to the implementation of new/updated programs or large-scale projects for the function and supporting technical/operational procedures and processes, and implements strategic plans, drives goals and objectives, and improves performance.

Key Role Functions

• Architect a best-in-class, multi-channel onboarding experience (email, mail, SMS, app, web, call center, IVR) tailored to member needs and Next Best Action (NBA) strategy.
• Lead and mentor a direct team of marketing professionals; oversee onboarding-related marketing budget and resourcing.
• Collaborate with product, data science, and channel owners to embed journey logic and personalization rules that drive measurable action.
• Define NBA logic for content, timing, and channel orchestration to deliver personalized journeys at scale.
• Track and optimize journey performance, using data to run experiments, improve KPIs, and guide roadmap iteration.
• Champion the voice of the customer — integrating qualitative feedback and behavioral signals into continuous onboarding improvements.
• Influence executive stakeholders to secure alignment, share results, and shape the future-state experience vision.

Required Qualifications

• Bachelor’s degree
• 8+ years of B2C omni-channel marketing experience, with deep expertise in lifecycle and journey-based marketing.
• 5+ years of people leadership experience, including leading and developing high-performing teams.
• Hands-on experience with marketing automation platforms (e.g., Adobe Experience Platform, Adobe Journey Optimizer).
• Familiarity working in an agile operating model/environment.
• Proven success managing matrixed teams and driving measurable engagement and retention outcomes.
• Experience using analytics and data science to translate insights into performance marketing tactics.
• Strong cross-functional leadership and stakeholder management.

Preferred Qualifications

• MBA
• Experience in regulated industries (e.g., healthcare, insurance, financial services).
• Familiarity with NBA engines, CDPs, and real-time decisioning platforms (e.g., Pega, Adobe).
• Exposure to product marketing, agent enablement, or channel mix optimization.
• Experience launching or scaling agile pods or cross-functional squads.

Additional Information

To ensure Home or Hybrid Home/Office employees’ ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must be at least 100/100 Mbps.