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.Your leadership will enable Humana to deliver smarter, more connected experiences—helping members feel seen, understood, and supported throughout their health journey.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 goalsJourney 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 teamsEmbedded 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 journeyCross-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 adherenceMeasurement, 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 practicesAdditional context: This role enables 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 skillsPreferred 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 investmentsAdditional InformationTo ensure Home or Hybrid Home/Office employees’ ability to work effectively, the self-provided internet service must meet minimum criteria: download speed at least 25 Mbps and upload speed at least 10 Mbps; wireless, wired cable or DSL connection suggestedSatellite, cellular and microwave connection can be used only if approved by leadershipEmployees in California, Illinois, Montana, or South Dakota receive a bi-weekly internet expense paymentHumana will provide Home or Hybrid Home/Office employees with appropriate telephone equipmentWork from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA informationBenefits & Hiring DetailsHumana offers competitive benefits including health benefits from day one, paid time off, holidays, volunteer time and jury duty pay, 401(k) with employer match, tuition assistance, scholarships for dependents, parental and caregiver leave, charity matching, and moreOur Hiring ProcessAs part of our hiring process, you may be contacted via text message and email to gather more information using HireVue. If selected, you may be invited to pre-recorded interviews (voice, text, or video).If you have questions, Internal Candidates may contact Ask A Recruiter via go/Buzz with the requisition number.Humana values personal identity protection and may request your Social Security Number if not already on file, via Humana’s secure website.Travel: This is a remote position with occasional travel to Humana offices for training or meetings.Scheduled Weekly Hours 40Pay Range$168,000 - $231,000 per year. Eligible for bonus incentive based on company and/or individual performance.Description of BenefitsHumana offers competitive benefits supporting whole-person well-being, including medical, dental, vision, retirement, time off, disability, life insurance, and more.Application Deadline: 09-22-2025About usHumana Inc. (NYSE: HUM) is committed to putting health first – for teammates, customers, and the company. Through Humana insurance and CenterWell healthcare services, we aim to improve quality of life for the people we serve.Equal Opportunity EmployerHumana does not discriminate and affirms equal opportunity in employment. We comply with all applicable regulations and base decisions on valid job requirements. #J-18808-Ljbffr

Created: 2025-09-25