Lead, Orchestration

📋 Description

• • As the Lead, Orchestration at Humana, you will be instrumental in transforming how we communicate with our customers, driving a customer-centric approach to deliver the right message, through the right channel, at the right time, to the right customer.
• • This pivotal role operates horizontally across Agile pods, providing essential oversight to ensure marketing experiences are cohesive, well-documented, and executed with exceptional precision.
• • You will be a key collaborator, supporting Marketing Agile pods, meticulously creating and maintaining experience workflows, and partnering with marketing, analytics, and operations teams to monitor performance and champion continuous improvement.
• • Your responsibilities will encompass the end-to-end orchestration of marketing experiences, from the initial intake and strategic planning phases through to execution and ongoing optimization.
• • You will coordinate effectively across various pods, channel leads, and content teams, ensuring that all components of an experience are harmoniously aligned and delivered according to schedule.
• • Facilitate robust cross-functional collaboration, ensuring that all marketing campaigns not only meet enterprise priorities but also deeply resonate with member-centric strategies.
• • Proactively partner with pod leads across the Marketing department to identify and elevate potential risks to leadership, developing comprehensive action plans to effectively mitigate them.
• • Play a crucial role in supporting project planning transformation and refining end-to-end process flows, particularly through the Workfront transformation initiative and by educating marketing pods on new methodologies.
• • You will assist in the operationalization of Next Best Action (NBA) strategies, aligning experience execution with prioritized member actions and key lifecycle moments through close collaboration with Marketing Analytics & Operations.
• • Collaborate closely with operations teams to ensure that NBA logic is seamlessly integrated into campaign workflows and targeting strategies, maximizing relevance and impact.
• • Diligently track NBA performance and support the generation of insightful reports that inform future prioritization decisions and drive optimization efforts.
• • Develop and maintain comprehensive experience calendars, detailed orchestration workflows, and essential documentation to foster transparency and accountability across all involved teams.
• • Support and refine intake processes, ensuring that campaign requirements are clearly defined, meticulously documented, and effectively communicated to all stakeholders.
• • Actively troubleshoot any executional issues that arise and promptly escalate blockers to ensure timely and efficient resolution, minimizing delays.
• • Collaborate with analytics and operations teams to meticulously monitor campaign execution and performance across all relevant channels, providing a holistic view of campaign health.
• • Maintain and enhance dashboards and reporting tools to offer clear visibility into campaign status, key engagement metrics, and overall delivery health.
• • Proactively identify opportunities for process improvement within the orchestration framework and contribute significantly to the evolution of best practices in marketing experience management.
• • Assist in the scaling of marketing Agile pods and provide health reporting to offer critical visibility into pod efficiency, identify bottlenecks, and suggest improvements.
• • Partner with Marketing leaders to ensure all new initiatives flow through proper intake processes and governance councils, while actively working with pods to intake new business intent.
• • Ensure all marketing experiences strictly adhere to enterprise standards, all relevant regulatory requirements, and established member experience guidelines.
• • Facilitate critical decision-making processes to deconflict and strategically sequence prioritized experiences across different audience segments.
• • Partner effectively with compliance and legal teams as needed to support experience reviews and secure necessary approvals, ensuring adherence to all guidelines.
• • Serve as the day-to-day program lead for complex, multi-workstream marketing initiatives, establishing clear workflows, managing intricate cross-functional dependencies, and ensuring successful execution against defined scope, timelines, and Key Performance Indicators (KPIs).
• • Drive high-impact special projects from their initial strategy development through to final delivery, applying structured problem-solving methodologies, expert stakeholder management, and data-driven decision-making to accelerate priority efforts within the enterprise marketing organization.
• • Ultimately, this role ensures Humana's marketing campaigns are orchestrated with unparalleled precision, guaranteeing the delivery of the right message to the right member at the opportune moment, thereby enhancing member trust and engagement.