Director, MarTech Capabilities - Journey Enablement & ...

Become 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 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 practicesYour leadership will enable Humana to deliver smarter, more connected experiences—helping members feel seen, understood, and supported throughout their health journey.Use your skills to make an impactRequired Qualifications:Bachelor’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 Qualifications:Master’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 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 recommended; wireless, wired cable or DSL connection is suggested.Satellite, cellular and microwave connection can be used only if approved by leadership.Employees who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense.Humana will provide Home or Hybrid Home/Office employees with telephone equipment appropriate to meet the business requirements for their position/job.Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.Humana offers a variety of benefits to promote the best health and well-being of our employees and their families. We design competitive and flexible packages to give our employees a sense of financial security—both today and in the future, 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 opportunitiesNote: This content uses allowed formatting and has been refined for structure. (Note: original language retained.)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 a software platform called HireVue. HireVue Text, Scheduling and Video technologies allow you to interact with us at the time and location most convenient for you.If you are selected to move forward from your application prescreen, you may receive correspondence inviting you to participate in a pre-recorded Voice, Text Messaging, and/or Video interview. Your recorded interview will be reviewed, and you will subsequently be informed if you will be moving forward to the next round of interviews.If you have additional questions regarding this role posting and are an Internal Candidate, please send them to the Ask A Recruiter by visiting go/Buzz and searching Ask A Recruiter! Please be sure to provide the requisition number so we may be able to research your request quicker.Humana values personal identity protection. Please be aware that applicants may be asked to provide their Social Security Number, if it is not already on file. When required, an email will be sent from with instructions on how to add the information into your official application on Humana’s secure website.Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.Scheduled Weekly Hours40Pay Range$168,000 - $231,000 per yearThis job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.Description of BenefitsHumana, 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, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities. Application Deadline: 09-22-2025About usHumana Inc. (NYSE: HUM) is committed to putting health first – for our teammates, our customers and our company. Through our Humana insurance services and 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, Medicaid, families, individuals, military service personnel, and communities at large.Equal Opportunity EmployerIt 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. #J-18808-Ljbffr

Created: 2025-09-29