Senior Associate, Builder AXP

📋 Description

• • Embark on a pivotal role as a Senior Associate, Builder AXP, where you will be instrumental in transforming strategic visions into tangible, real-time customer experiences. This position offers the flexibility of remote work from anywhere across the United States, allowing you to contribute to our mission of putting health first.
• • You will take ownership of the entire product lifecycle, from the initial spark of an idea through to successful launch and ongoing optimization. Your primary focus will be on developing and refining Next Best Action (NBA) journeys, meticulously designed to address member needs and drive measurable business outcomes.
• • This role demands a hands-on approach to configuring, testing, deploying, and iteratively improving personalized journeys and campaigns within Adobe Journey Optimizer (AJO). These efforts will be directly guided by the NBA strategy and specific business requirements, ensuring alignment and effectiveness.
• • A key responsibility involves close collaboration with data analytics teams. Together, you will build, refine, and validate sophisticated audience segments within Adobe Experience Platform (AEP). This process leverages real-time behavioral signals and comprehensive profile attributes to ensure precise targeting.
• • You will act as a crucial liaison, partnering with lifecycle marketers, data scientists, and various channel leads. Your collaboration will focus on activating journey logic and significantly enhancing the effectiveness of our targeting strategies.
• • Rigorous quality assurance is paramount. You will conduct thorough testing across all components of journeys and campaigns, including critical elements such as events, wait steps, personalization rules, and cross-channel triggers, to guarantee seamless execution.
• • Post-launch, your role shifts to vigilant performance monitoring. You will actively identify and resolve execution issues, working in tandem with analytics teams to refine journey logic and continuously improve outcomes.
• • As a subject matter expert (SME) in AJO and AEP capabilities, you will be a go-to resource for the team. This includes actively supporting upskilling initiatives to elevate the collective expertise within the organization.
• • You will contribute significantly to the ongoing development of platform governance, the establishment of best practices, and the continuous improvement of our journey orchestration processes.
• • Your efforts will directly contribute to delivering real-time, personalized member journeys and campaigns that significantly enhance engagement and member satisfaction.
• • You will ensure the accurate, compliant, and highly effective execution of NBA logic across a spectrum of digital and offline channels, maintaining the integrity of our customer interactions.
• • Drive operational excellence through your hands-on configuration, meticulous QA processes, and dedicated platform stewardship, ensuring the smooth functioning of our marketing technology stack.
• • Champion innovation and foster a culture of continuous improvement within marketing operations and the broader customer experience domain, pushing the boundaries of what's possible.
• • This role requires a proactive approach to understanding evolving member needs and market dynamics, translating these insights into actionable journey optimizations.
• • You will be responsible for documenting processes, learnings, and best practices to ensure knowledge transfer and scalability across the team and organization.
• • Engage with stakeholders to gather requirements, provide updates, and present findings related to journey performance and optimization opportunities.
• • Stay abreast of the latest trends and advancements in marketing technology, particularly within the Adobe ecosystem, and identify opportunities for their application within Humana.
• • Contribute to the strategic planning of customer journeys, ensuring alignment with overarching business objectives and brand strategy.
• • You will be a key player in ensuring that our customer communications are not only personalized but also timely and relevant, enhancing the overall member experience.
• • The ability to troubleshoot complex issues within the AEP/AJO environment and propose effective solutions will be critical to your success.
• • You will play a role in defining and tracking key performance indicators (KPIs) for journey performance, providing insights that drive strategic decision-making.
• • This role is ideal for an individual who thrives in a dynamic, fast-paced environment and is passionate about leveraging technology to create exceptional customer experiences.
• • Your work will directly impact how millions of individuals interact with Humana, making a tangible difference in their health and well-being journeys.
• • You will be part of a dedicated pod-based or cross-functional team, contributing to a collaborative and results-oriented work environment.
• • The position requires a strong analytical mindset to interpret data, identify trends, and make data-driven recommendations for journey enhancements.
• • You will be empowered to take initiative, propose new ideas, and drive projects from conception to completion, demonstrating leadership potential within the marketing operations space.
• • Ensure adherence to all regulatory and compliance requirements within the healthcare industry, particularly concerning member data and communications.
• • Develop and maintain a deep understanding of Humana's product offerings and member segments to inform journey design and personalization strategies.
• • Contribute to A/B testing strategies for journey components to identify optimal approaches for engagement and conversion.
• • You will be a key contributor to building a more connected and personalized experience for Humana's members, reinforcing our commitment to putting health first.