Director, MarTech Capabilities - Journey Enablement & ...

OverviewBecome a part of our caring community and help us put health first. Are you passionate about transforming customer journeys through technology and data? As the Director, MarTech Capabilities – Journey Enablement & Orchestration, 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 ManagementLead 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 podsFoster a culture of innovation, accountability, and cross-functional collaborationDrive performance and development across the team, aligning capability growth with enterprise goals Journey Strategy, Roadmap Ownership & Platform EnablementOwn the vision, roadmap, and governance for journey orchestration and channel capabilities—ensuring alignment with Marketing’s goals and customer experience strategyServe as the strategic business owner of the MarTech stack, translating business needs into scalable, future-ready solutionsLead the migration and sunset of legacy platforms, ensuring smooth transitions and minimal disruption to business operationsDrive ongoing platform improvements, including feature enhancements, performance optimization, and user enablementGuide platform architecture decisions and capability development in partnership with IT, technical platform, product, and enterprise architecture teams Embedded Support, AI Enablement & Best PracticesManage 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 decisioningEstablish and promote best practices for journey design, personalization, and compliance across digital and offline channels, incorporating AI/ML-driven segmentation, content selection, and timing optimizationEnsure consistent use of tools, standards, and AI-enabled features to accelerate campaign execution, improve member experience quality, and enable scalable, intelligent journey automationPartner 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 CollaborationPartner cross-functionally with marketing, IT, experience transformation, data science, and external vendors to ensure cohesive delivery and platform optimizationCollaborate with procurement to evaluate new technologies, guide buy versus build decisions and ensure vendor performance and SLA adherence Measurement, Governance & InnovationEstablish performance metrics and reporting frameworks to measure journey effectiveness, member impact, and ROIEnsure platform governance and compliance with enterprise data standards and regulatory requirementsStay 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. Required QualificationsBachelor’s Degree in Marketing, Information Systems, Business, or related field, or relevant work experience8+ years of experience in marketing technology, customer journey design, or digital transformationProven success leading cross-functional teams and managing complex MarTech platformsExperience with platforms such as Salesforce Marketing Cloud or Adobe Experience PlatformExperience collaborating with data science, engineering, and marketing stakeholders to integrate personalization and orchestration capabilitiesDeep understanding of journey orchestration, personalization, and data-driven marketingFamiliarity with agile product development and scaled agile frameworksStrong strategic thinking, technical acumen, and stakeholder management skills Preferred QualificationsMaster’s Degree or certification in MarTech, CX, or digital strategyExperience in a regulated industry (e.g., healthcare, insurance, financial services)Experience in agile marketing operations or scaled MarTech implementationsBackground in customer experience, lifecycle marketing, or CRM strategyExperience modernizing legacy systems and managing platform transitionsExperience managing vendor relationships, contracts, and technology investments Additional InformationTo ensure Home or Hybrid Home/Office employees’ ability to work effectively, the self-provided internet service must meet criteria: at minimum 25 Mbps download and 10 Mbps upload; wireless, wired cable or DSL recommended. Satellite, cellular and microwave can be used only with leadership approval.Employees in California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for 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. Humana offers a variety of benefits to promote the health and well-being of our employees and their families, including: Health benefits effective day onePaid time off, holidays, volunteer time and jury duty payRecognition pay401(k) retirement savings plan with employer matchTuition assistanceScholarships for eligible dependentsParental and caregiver leaveEmployee charity matching programNetwork Resource Groups (NRGs)Career development opportunities Our Hiring ProcessAs part of our hiring process for this opportunity, we may contact you via text message and email to gather more information using HireVue. You may be invited to participate in pre-recorded Voice, Text Messaging, and/or Video interviews. If selected, you will be informed of subsequent rounds. If you are an Internal Candidate, questions can be directed to Ask A Recruiter by visiting go/Buzz and searching Ask A Recruiter, providing the requisition number for faster research. Humana values personal identity protection. Applicants may be asked to provide their Social Security Number via a secure Humana channel when required. Travel & ScheduleTravel: This is a remote position with occasional travel to Humana offices for training or meetings.Scheduled Weekly Hours: 40 Compensation & Benefits SummaryPay Range: $168,000 - $231,000 per year. This job is eligible for a bonus incentive plan based on company and/or individual performance.Description of Benefits: Humana offers competitive benefits supporting whole-person well-being, including medical, dental, vision, 401(k) with match, time off, disability, life insurance, and more. About UsHumana Inc. (NYSE: HUM) is committed to putting health first – for our teammates, customers and company. Through Humana insurance services and CenterWell healthcare services, we make it easier for millions to achieve their best health, delivering care and service when needed. Equal Opportunity EmployerHumana does not discriminate against any employee or applicant based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status. Humana pursues affirmative action in compliance with Section 503 and VEVRAA to employ and advance individuals with disabilities or protected veteran status, and bases employment decisions on valid job requirements. #J-18808-Ljbffr

Created: 2025-09-21