Director of Product, Customer Lifecycle & Engagement

Role Description

The Director, Product Management defines and leads the digital and CX strategy for member engagement, retention, loyalty, and customer experience across the Reliance consumer business. Accountable for retention, NPS, member engagement, and long-term customer value outcomes, this leader is responsible for creating connected experiences that strengthen member relationships throughout the year and drive sustainable business growth.

Partnering closely with a peer leader responsible for digital acquisition and conversion, this role owns the member journey beyond enrollment—ensuring customers remain engaged, supported, and connected across unassisted and assisted channels. The Director serves as the strategic leader for lifecycle experiences, identifying opportunities to deliver meaningful value beyond shopping and enrollment and establishing Reliance as a trusted partner throughout the member's healthcare journey.

This role works closely with senior leaders across Digital, Marketing, Operations, Customer Experience, Technology, and Sales. The role leads a team of Product Managers and/or Product Owners and contributes to annual planning, investment prioritization, and long-term business strategy.

Key Responsibilities

• Define and lead the strategy for member engagement, loyalty, retention, and lifecycle management across Reliance consumer.
• Serve as the accountable business owner for retention, NPS, member engagement, loyalty, and customer lifetime value outcomes.
• Own the end-to-end customer lifecycle experience, ensuring seamless connectivity across digital, agent, contact center, marketing, and partner channels.
• Establish and lead the strategic roadmap for experiences and capabilities to create value for members throughout the year.
• Partner with senior leaders across Marketing, Operations, Customer Success, Technology, and Sales to align investments and priorities in support of enterprise goals.
• Lead cross-functional initiatives that improve customer outcomes, reduce friction across journeys, and strengthen long-term member relationships.
• Drive product strategy for AI-enabled and data-driven experiences that improve engagement, satisfaction, and service effectiveness.
• Develop annual objectives, business cases, investment recommendations, and success metrics for lifecycle initiatives.
• Identify and lead organizational and operational changes that improve the member experience and support long-term growth.
• Lead, coach, and develop a team of Product Managers and Product Owners while establishing product management best practices and a customer-centric culture.

Qualifications

• 10+ years of experience in Product Management, Digital Experience, Customer Experience, Loyalty, Retention, or related disciplines.
• 5+ years of people leadership experience, including leading Product Managers, Product Owners, or other senior professional associates.
• Demonstrated success defining and executing customer lifecycle, engagement, loyalty, retention, or customer experience strategies at scale.
• Experience owning business outcomes and performance metrics such as retention, engagement, NPS, customer satisfaction, customer lifetime value, or related measures.
• Deep understanding of customer experience design across digital and assisted channels, including contact centers, agents, and partner ecosystems.
• Proven ability to lead large-scale, cross-functional initiatives and drive alignment across business, operational, and technology organizations.
• Strong analytical and quantitative skills with a metrics-driven approach to strategy, prioritization, and decision-making.
• Experience developing strategic roadmaps, business cases, investment recommendations, and long-range plans.
• Demonstrated success operating within Agile product organizations and partnering closely with technology and delivery teams; experience with CRM, customer engagement, personalization, loyalty, or AI-enabled customer experience platforms preferred.
• Excellent written, verbal, executive communication, and stakeholder management skills.
• Bachelor’s degree required; advanced degree preferred.

Requirements

• Work at Home Requirements: Minimum download speed of 25 Mbps and upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested.
• Travel: Occasional travel to Humana's offices for training or meetings may be required.
• Scheduled Weekly Hours: 40

Pay Range

• $168,000 - $231,000 per year
• This job is eligible for a bonus incentive plan based upon company and/or individual performance.

Benefits

• 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.