Humana
Director, MarTech Capabilities - Journey Enablement & Orchestration
Humana, Seattle, Washington, us, 98127
Overview
Become a part of our caring community and help us put health first. You’ll lead the development and optimization of Humana’s marketing technology ecosystem to deliver personalized, timely, and seamless member experiences. You’ll be at the forefront of journey orchestration—connecting strategy, platforms, and data to help members feel supported every step of the way. This role blends strategic leadership, technical expertise, and operational excellence to elevate how Humana engages with members across their health journeys. As a key leader in Humana’s Marketing Technology and Operations organization, you will drive the enablement of omnichannel journeys that support member engagement, retention, and satisfaction.
Capability Leadership & Team Management
Lead a team of product managers and owners focused on journey orchestration and channel capabilities (email, print, telephonic) Champion the dual-hat model—ensuring team members act as both product managers and embedded practitioners within agile pods Foster a culture of innovation, accountability, and cross-functional collaboration Drive performance and development across the team, aligning capability growth with enterprise goals
Journey Strategy, Roadmap Ownership & Platform Enablement
Own the vision, roadmap, and governance for journey orchestration and channel capabilities—ensuring alignment with Marketing’s goals and customer experience strategy Serve as the strategic business owner of the MarTech stack, translating business needs into scalable, future-ready solutions Lead the migration and sunset of legacy platforms, ensuring smooth transitions and minimal disruption to business operations Drive ongoing platform improvements, including feature enhancements, performance optimization, and user enablement Guide platform architecture decisions and capability development in partnership with IT, technical platform, product, and enterprise architecture teams
Embedded Support, AI Enablement & Best Practices
Manage a team that acts as hands-on experts within marketing pods—providing real-time guidance on omnichannel journey builds, platform capabilities, and campaign feasibility, including how to leverage embedded AI agents for orchestration, personalization, and decisioning Establish and promote best practices for journey design, personalization, and compliance across digital and offline channels, incorporating AI/ML-driven segmentation, content selection, and timing optimization Ensure consistent use of tools, standards, and AI-enabled features to accelerate campaign execution, improve member experience quality, and enable scalable, intelligent journey automation Partner with data science, platform, and engineering teams to evaluate and operationalize AI/ML models and agents that enhance targeting, relevance, and responsiveness across the member journey
Cross-Functional & Vendor Collaboration
Partner cross-functionally with marketing, IT, experience transformation, data science, and external vendors to ensure cohesive delivery and platform optimization Collaborate with procurement to evaluate new technologies, guide buy versus build decisions and ensure vendor performance and SLA adherence
Measurement, Governance & Innovation
Establish performance metrics and reporting frameworks to measure journey effectiveness, member impact, and ROI Ensure platform governance and compliance with enterprise data standards and regulatory requirements Stay ahead of MarTech trends, championing innovation and continuous improvement across tools, processes, and practices
Your leadership will enable Humana to deliver smarter, more connected experiences—helping members feel seen, understood, and supported throughout their health journey.
Use your skills to make an impact Required Qualifications:
Bachelor’s Degree in Marketing, Information Systems, Business, or related field, or relevant work experience 8+ years of experience in marketing technology, customer journey design, or digital transformation Proven success leading cross-functional teams and managing complex MarTech platforms Experience with platforms such as Salesforce Marketing Cloud or Adobe Experience Platform Experience collaborating with data science, engineering, and marketing stakeholders to integrate personalization and orchestration capabilities Deep understanding of journey orchestration, personalization, and data-driven marketing Familiarity with agile product development and scaled agile frameworks Strong strategic thinking, technical acumen, and stakeholder management skills
Preferred Qualifications:
Master’s Degree or certification in MarTech, CX, or digital strategy Experience in a regulated industry (e.g., healthcare, insurance, financial services) Experience in agile marketing operations or scaled MarTech implementations Background in customer experience, lifecycle marketing, or CRM strategy Experience modernizing legacy systems and managing platform transitions Experience managing vendor relationships, contracts, and technology investments
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 meet criteria: minimum download 25 Mbps and upload 10 Mbps; wireless, wired cable or DSL connection recommended Satellite, cellular and microwave connection can be used only if approved by leadership Employees who live and work from Home in certain states will be provided a bi-weekly payment for their internet expense Humana will provide Home or Hybrid Home/Office employees with telephone equipment appropriate to meet business requirements Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information
Benefits & About Us
Humana offers benefits to promote health and well-being, including: health benefits from day one, PTO, holidays, volunteer time, jury duty pay, 401(k) with employer match, tuition assistance, scholarships for eligible dependents, parental and caregiver leave, charitable matching, NRGs, and career development
Our Hiring Process
As part of our hiring process, we may contact you via text message and email to gather more information using HireVue. You may be invited to pre-recorded interviews. If selected, you will be informed about advancing to the next round.
If you have questions regarding this role, internal candidates may contact the Ask A Recruiter via go/Buzz and searching Ask A Recruiter with the requisition number.
Humana values personal identity protection. Applicants may be asked to provide their Social Security Number when required via Humana’s secure website.
Travel: This is a remote position; occasional travel to Humana offices may be required.
Scheduled Weekly Hours
40
Pay Range
$168,000 - $231,000 per year. This job is eligible for a bonus incentive plan.
Description of Benefits
Humana offers competitive benefits supporting whole-person well-being, including medical/dental/vision, 401(k) with employer match, time off, disability, life insurance, and more.
Application Deadline: 09-22-2025
About us
Humana Inc. is committed to putting health first – for teammates, customers and the company. We deliver care and service to help people achieve their best health.
Equal Opportunity Employer
Humana does not discriminate and is committed to affirmative action as required by law. This policy applies to all employment actions at all levels.
#J-18808-Ljbffr
Become a part of our caring community and help us put health first. You’ll lead the development and optimization of Humana’s marketing technology ecosystem to deliver personalized, timely, and seamless member experiences. You’ll be at the forefront of journey orchestration—connecting strategy, platforms, and data to help members feel supported every step of the way. This role blends strategic leadership, technical expertise, and operational excellence to elevate how Humana engages with members across their health journeys. As a key leader in Humana’s Marketing Technology and Operations organization, you will drive the enablement of omnichannel journeys that support member engagement, retention, and satisfaction.
Capability Leadership & Team Management
Lead a team of product managers and owners focused on journey orchestration and channel capabilities (email, print, telephonic) Champion the dual-hat model—ensuring team members act as both product managers and embedded practitioners within agile pods Foster a culture of innovation, accountability, and cross-functional collaboration Drive performance and development across the team, aligning capability growth with enterprise goals
Journey Strategy, Roadmap Ownership & Platform Enablement
Own the vision, roadmap, and governance for journey orchestration and channel capabilities—ensuring alignment with Marketing’s goals and customer experience strategy Serve as the strategic business owner of the MarTech stack, translating business needs into scalable, future-ready solutions Lead the migration and sunset of legacy platforms, ensuring smooth transitions and minimal disruption to business operations Drive ongoing platform improvements, including feature enhancements, performance optimization, and user enablement Guide platform architecture decisions and capability development in partnership with IT, technical platform, product, and enterprise architecture teams
Embedded Support, AI Enablement & Best Practices
Manage a team that acts as hands-on experts within marketing pods—providing real-time guidance on omnichannel journey builds, platform capabilities, and campaign feasibility, including how to leverage embedded AI agents for orchestration, personalization, and decisioning Establish and promote best practices for journey design, personalization, and compliance across digital and offline channels, incorporating AI/ML-driven segmentation, content selection, and timing optimization Ensure consistent use of tools, standards, and AI-enabled features to accelerate campaign execution, improve member experience quality, and enable scalable, intelligent journey automation Partner with data science, platform, and engineering teams to evaluate and operationalize AI/ML models and agents that enhance targeting, relevance, and responsiveness across the member journey
Cross-Functional & Vendor Collaboration
Partner cross-functionally with marketing, IT, experience transformation, data science, and external vendors to ensure cohesive delivery and platform optimization Collaborate with procurement to evaluate new technologies, guide buy versus build decisions and ensure vendor performance and SLA adherence
Measurement, Governance & Innovation
Establish performance metrics and reporting frameworks to measure journey effectiveness, member impact, and ROI Ensure platform governance and compliance with enterprise data standards and regulatory requirements Stay ahead of MarTech trends, championing innovation and continuous improvement across tools, processes, and practices
Your leadership will enable Humana to deliver smarter, more connected experiences—helping members feel seen, understood, and supported throughout their health journey.
Use your skills to make an impact Required Qualifications:
Bachelor’s Degree in Marketing, Information Systems, Business, or related field, or relevant work experience 8+ years of experience in marketing technology, customer journey design, or digital transformation Proven success leading cross-functional teams and managing complex MarTech platforms Experience with platforms such as Salesforce Marketing Cloud or Adobe Experience Platform Experience collaborating with data science, engineering, and marketing stakeholders to integrate personalization and orchestration capabilities Deep understanding of journey orchestration, personalization, and data-driven marketing Familiarity with agile product development and scaled agile frameworks Strong strategic thinking, technical acumen, and stakeholder management skills
Preferred Qualifications:
Master’s Degree or certification in MarTech, CX, or digital strategy Experience in a regulated industry (e.g., healthcare, insurance, financial services) Experience in agile marketing operations or scaled MarTech implementations Background in customer experience, lifecycle marketing, or CRM strategy Experience modernizing legacy systems and managing platform transitions Experience managing vendor relationships, contracts, and technology investments
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 meet criteria: minimum download 25 Mbps and upload 10 Mbps; wireless, wired cable or DSL connection recommended Satellite, cellular and microwave connection can be used only if approved by leadership Employees who live and work from Home in certain states will be provided a bi-weekly payment for their internet expense Humana will provide Home or Hybrid Home/Office employees with telephone equipment appropriate to meet business requirements Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information
Benefits & About Us
Humana offers benefits to promote health and well-being, including: health benefits from day one, PTO, holidays, volunteer time, jury duty pay, 401(k) with employer match, tuition assistance, scholarships for eligible dependents, parental and caregiver leave, charitable matching, NRGs, and career development
Our Hiring Process
As part of our hiring process, we may contact you via text message and email to gather more information using HireVue. You may be invited to pre-recorded interviews. If selected, you will be informed about advancing to the next round.
If you have questions regarding this role, internal candidates may contact the Ask A Recruiter via go/Buzz and searching Ask A Recruiter with the requisition number.
Humana values personal identity protection. Applicants may be asked to provide their Social Security Number when required via Humana’s secure website.
Travel: This is a remote position; occasional travel to Humana offices may be required.
Scheduled Weekly Hours
40
Pay Range
$168,000 - $231,000 per year. This job is eligible for a bonus incentive plan.
Description of Benefits
Humana offers competitive benefits supporting whole-person well-being, including medical/dental/vision, 401(k) with employer match, time off, disability, life insurance, and more.
Application Deadline: 09-22-2025
About us
Humana Inc. is committed to putting health first – for teammates, customers and the company. We deliver care and service to help people achieve their best health.
Equal Opportunity Employer
Humana does not discriminate and is committed to affirmative action as required by law. This policy applies to all employment actions at all levels.
#J-18808-Ljbffr