CRM Marketing Lead (Communications Strategist)

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The CRM Marketing Lead plans, recommends, implements, and optimizes marketing communications to members based on detailed quantitative analyses of consumer databases and external data sources to develops data driven insights into members, their behaviors, buying preferences and patterns. The CRM Marketing Lead works on problems of diverse scope and complexity ranging from moderate to substantial.

The Communications Strategy Lead defines the marketing strategies that shape member engagement journeys for Go365 + Stars. As the strategic architect behind assigned AXP journeys, this highly visible individual contributor translates member insights, business priorities, and performance data into personalized engagement strategies that drive awareness, participation, digital engagement, care gap closure, and other business outcomes.

Working in close partnership with the Pod Lead, Marketing Analytics, and cross-functional stakeholders, this role influences journey priorities, personalization strategies, testing opportunities, and optimization decisions that inform pod execution. The Communications Strategy Lead also owns the learning agenda for assigned journeys, partnering with Marketing Analytics to define hypotheses, measurement approaches, and optimization priorities that improve performance over time.

Success in this role is defined by the ability to develop effective journey strategies, translate insights into action, influence cross-functional decision-making, and contribute to improved member and business outcomes through continuous learning, experimentation, and optimization.

Key Responsibilities

Journey Strategy & Planning

• Define and evolve engagement strategies for Go365 + Stars journeys, ensuring alignment with member needs, enterprise priorities, and business goals.

• Develop audience, messaging, personalization, channel, and engagement strategies that inform AXP journey design and execution.

• Establish strategic journey frameworks that identify desired member behaviors, engagement opportunities, and measurable outcomes.

• Ensure journey strategies are informed by member insights, business priorities, and performance data.

Learning & Optimization

• Own the learning agenda for assigned journeys, including hypotheses, testing priorities, optimization opportunities, and strategic recommendations.

• Partner with Marketing Analytics to establish measurement frameworks, evaluate performance, and identify opportunities to improve journey effectiveness.

• Translate data, experimentation results, and member insights into actionable recommendations that drive continuous improvement.

• Champion a culture of testing, learning, and optimization to improve member and business outcomes.

Cross-Functional Leadership & Influence

• Serve as a strategic advisor to the Pod Lead and marketing pod, influencing journey priorities, engagement strategies, and optimization decisions.

• Partner closely with Marketing Analytics, business partners, and cross-functional stakeholders to align strategy, measurement, and execution.

• Collaborate across marketing, analytics, product, business, and channel teams to advance strategic initiatives and drive alignment.

• Communicate strategic recommendations, performance insights, and growth opportunities to stakeholders and leadership.

Use your skills to make an impact

Required Qualifications

• Bachelor's degree in Marketing, Business, Communications, or a related field, or 4+ years of equivalent relevant experience.

• 5+ years of experience in marketing strategy, lifecycle marketing, CRM marketing, customer engagement, retention marketing, or related disciplines.

• Experience developing data-driven marketing strategies that support customer or member journey design and optimization

• Demonstrated success turning customer insights, business objectives, and performance data into actionable marketing strategies.

• Experience improving marketing performance through testing, experimentation, personalization, and continuous optimization.

• Strong analytical thinking and comfort interpreting performance data to inform strategic recommendations.

• Experience influencing cross-functional teams and driving alignment in matrixed or agile environments.

• Exceptional communication, facilitation, prioritization, stakeholder management, and problem-solving skills.

• Ability to influence without direct authority and build accountability across diverse teams.

Preferred Qualifications

• Experience in healthcare, insurance, Medicare, Medicaid, Stars, loyalty and rewards, preventive care, chronic condition management, or other regulated industries.

• Experience supporting journey orchestration platforms such as AXP, Adobe Journey Optimizer or similar technologies.

• Familiarity with customer data platforms, Next Best Action frameworks, decisioning strategies, or advanced personalization approaches.

• Experience developing learning agendas and partnering with analytics teams to establish testing strategies, measurement plans, and performance readouts.

• Experience working within agile marketing pods or cross-functional journey teams.

Additional Information

• This position operates on Eastern Standard Time hours.

• This position may require up to 10% travel.

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.$126,300 - $173,700 per yearThis 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.

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 at Humana.com and at CenterWell.com.

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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.