Director, Onboarding Marketing

San Antonio, Texas, United States

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Not SpecifiedCompensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare, InsuranceIndustries

Requirements

Candidates must possess a Bachelor's degree and over 8 years of B2C omni-channel marketing experience, with significant expertise in lifecycle and journey-based marketing. A minimum of 5 years in people leadership, including developing high-performing teams, is required. Hands-on experience with marketing automation platforms like Adobe Experience Platform or Adobe Journey Optimizer, familiarity with agile operating models, and proven success managing matrixed teams to drive engagement and retention outcomes are essential. Experience utilizing analytics and data science to translate insights into performance marketing tactics, along with strong cross-functional leadership and stakeholder management skills, are also necessary. An MBA and experience in regulated industries like healthcare or insurance are preferred.

Responsibilities

The Director of Engagement Marketing will architect a best-in-class, multi-channel onboarding experience, including email, mail, SMS, app, web, and call center channels, tailored to member needs and Next Best Action (NBA) strategy. This role involves leading and mentoring a direct team of marketing professionals, overseeing the onboarding-related marketing budget and resourcing, and collaborating with product, data science, and channel owners to embed journey logic and personalization. Responsibilities include defining NBA logic for content, timing, and channel orchestration to deliver personalized journeys at scale, tracking and optimizing journey performance through data analysis and experimentation, and championing the voice of the customer by integrating feedback into continuous onboarding improvements. Additionally, the director will influence executive stakeholders to secure alignment, share results, and shape the future-state experience vision.

Skills

Onboarding Marketing

Engagement Marketing

Member-centric strategies

Quantitative analysis

Data-driven insights

Multi-channel marketing

Email marketing

SMS marketing

App marketing

Web marketing

Call center strategy

IVR strategy

Next Best Action (NBA) strategy

Marketing budget management

Team leadership

Stakeholder influence

Humana

Health insurance provider for seniors and military

About Humana

Humana provides health and well-being services, focusing on Medicare Advantage plans for seniors, military personnel, and communities. Their plans include HMO, PPO, and PFFS options, designed to improve health outcomes through comprehensive and flexible coverage. Humana's revenue comes from government contracts and member premiums, and they aim to maintain high renewal rates by offering quality service and competitive benefits. The company stands out by fostering a culture of inclusivity and belonging among its employees, while also ensuring accessibility for all members, including offering free language interpreter services. Humana's goal is to deliver value to its members through an extensive provider network and innovative health solutions.

Louisville, KentuckyHeadquarters

1961Year Founded

IPOCompany Stage

Social Impact, HealthcareIndustries

10,001+Employees

Risks

Potential over-reliance on AI could disrupt operations if systems fail or are compromised.

Rising medical costs and tightening Medicare reimbursements may strain financial performance.

Leadership change with new CEO Jim Rechtin could lead to strategic disruptions.

Differentiation

Humana is a leader in Medicare Advantage plans, focusing on seniors and military personnel.

The company emphasizes inclusivity, offering free language interpreter services for accessibility.

Humana leverages AI and cloud technologies through a partnership with Google Cloud.

Upsides

Humana's investment in Healthpilot enhances digital enrollment for Medicare options.

The company is the first insurer to cover TMS therapy for adolescent depression.

Humana's focus on value-based care aims to improve outcomes for kidney disease patients.

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