Lead, Engagement Marketing – Telephonic Channels

Humana

Lead Engagement Marketing at Humana, optimizing health-focused telephonic marketing campaigns. Enhance member health outcomes through personalized, data-driven strategies and operational improvements.

Posted 5/28/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $126,300 - $173,700 per yearWebsite

About the role

Key responsibilities & impact

Lead the strategic oversight and continuous optimization of the live agent channels for marketing campaigns to improve member health outcomes, including both dedicated campaign call centers and Humana’s general customer service
Collaborate with cross-functional teams to forecast call volume, managing timing of outreaches, and plan capacity and resources
Champion the voice of the members by listening to calls for quality and insights, integrating feedback, and enhancing engagements using behavioral signals
Partner with call centers to ensure they have the data they need to deliver personalized support to members on key health topics
Collaborate on strategic projects to improve data and technology integration with call centers, including data exchanges, technology advancements, and operational improvements
Develop and refine test-and-learn strategies, including hypotheses, measurement plans, and performance goals
Execute and optimize multi-channel campaigns (email, mail, SMS, app, web, call center, IVR) across all engagement areas
Support journey mapping and personalization efforts, including NBA (Next Best Action) logic and content orchestration
Participate in agile pod operations, including sprint planning, backlog grooming, and tracking deliverables.
Monitor operational performance to help enable efficient program delivery
Lead performance tracking, outcomes reporting and analyses of live agent channels to inform strategic decisions and roadmap iterations.

Requirements

What you’ll need

Bachelor’s degree in Marketing, Communications, Business, or a related field or equivalent years of relevant experience.
Minimum of 8 years of experience in lifecycle or customer engagement marketing.
Demonstrated 5 years experience in strategic and operational management of marketing channels, preferably in Live Agent channel.
Demonstrated 5 years experience in performance analyses and leveraging data to inform marketing strategies and drive performance.
Proven ability to manage multiple projects simultaneously with strong attention to detail.
Must be willing to work EST/CST hours

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

lifecycle marketingcustomer engagement marketingperformance analysisdata integrationcampaign optimizationmulti-channel campaignsjourney mappingtest-and-learn strategiesNBA (Next Best Action) logicagile methodologies

Soft Skills

strategic oversightcollaborationattention to detailproject managementcommunicationleadershipanalytical thinkingproblem-solvingadaptabilityinsight integration