Principal, Enterprise Contact Strategy

Become a part of our caring community Humana is building a new enterprise capability to improve customer contactability, establish consistent capture and verification practices, and ensure consent and preferences are applied across channels, platforms and vendors. This work sits at the intersection of customer experience, data, technology, operations, legal, privacy and compliance. It represents new terrain for Humana, carries significant enterprise visibility and requires a leader who can turn ambiguity into a practical roadmap and measurable results. Beyond building the foundation, the role carries ongoing marketing responsibility for driving adoption of the capabilities and policies that support Humana’s customer engagement operating system. ROLE MANDATE Create the operating discipline, cross-functional alignment and executive visibility required to expand compliant customer reach and honor customer choice everywhere, every time. Position summary The Principal, Enterprise Capture & Consent will serve as the senior marketing lead and program integrator for Humana’s enterprise capture and consent agenda. This individual will shape strategy, translate legal and compliance requirements into actionable business and technology priorities, and coordinate delivery across Marketing, Digital, Technology, Data, Operations, Legal, Privacy, Compliance and channel teams. The successful candidate operates proactively with limited direction, anticipates issues before they slow delivery, and creates the structure needed to advance complex work. They must influence and hold senior cross-functional leaders accountable to commitments and timelines without relying on formal authority. They will also develop clear, decision-oriented PowerPoint presentations and executive updates for senior leadership. Much of the infrastructure setup and foundation building, including platforms, data flows, verification services and vendor integrations, will be delivered by partner teams in Technology, Digital, Data and Operations. This leader sets direction, defines requirements and drives that work through influence rather than owning delivery directly. 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 elevate 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 This position will require you to work in Eastern Standard Time (EST) hours. This position may require travel up to 5% a year Work at Home Requirements: 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 the following criteria: At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested. In certain roles, the minimum recommended internet speed required by Humana may not be sufficient for business needs. Humana reserves the right to require associates to upgrade their internet service if necessary. Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information. 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 The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc. $150,000 - $206,300 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, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities. Application Deadline: 11-13-2026 About us About Humana: Humana Inc. (NYSE: HUM) is a leading U.S. healthcare company. Through our Humana insurance services and our CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health – delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare and Medicaid, families, individuals, military service personnel, and communities at large. Learn more about what we offer atHumana.comand atCenterWell.com. 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 #J-18808-Ljbffr Humana