Senior Associate: Journey & Lifecycle Design - Remote Eligible

Senior Associate, Journey & Lifecycle Design

Become a part of our caring community and help us put health first. Overview Humana is committed to delivering seamless, member-centric communications across every touchpoint. As Senior Associate, Journey & Lifecycle Design, you will be the enterprise steward for lifecycle experience strategy, establishing governance, best practices, and continuous optimizations across all Marketing agile pods. This role operates independently of Agile pods, providing a horizontal view of experience design across the entire marketing ecosystem. You will lead the development of a Marketing Experience Design Center of Excellence, define standards for how marketing journeys are developed in Adobe Experience Platform, and work across technology, operations, and data to activate new capabilities to further enhance the consumer experience.

Key Responsibilities

• Develop and maintain champion experience strategies across all Customer Lifecycle Marketing pods, ensuring communication best practices are implemented consistently
• Establish and lead a marketing Marketing Experience Center of Excellence to define best practices, governance policies, and innovation roadmaps.
• Develop a standardized test & learn agenda that can span across all pods to ensure various tests are implemented in line with enterprise goals.

Horizontal Oversight & Optimization

• Maintain a cross-pod, enterprise-wide view of customer journey design to identify overlaps, gaps, and optimization opportunities.
• Monitor journey performance, including test/control lift, potential fallouts or gaps within the experience, and provide optimization opportunities to improve member experience.
• Partner with analytics and marketing operations to develop dashboards and reporting frameworks that inform journey decisions.

Collaboration & Execution Enablement

• Collaborate with agile pods, data teams, and martech architects to ensure seamless execution and adherence to experience standards.
• Partner with Digital & Omnichannel teams to integrate new offers and capabilities into the ecosystem and ensure cross-channel alignment.

Technology & Capability Development

• Work closely with Marketing Technology to assess platform capabilities, troubleshoot issues, and prioritize enhancements.
• Influence the roadmap for channel enablement, personalization, and automation by advocating for member-centric innovations.
• Manage the capability backlog and support universal capability implementation across platforms to drive efficiency and consistency.
• Engage with customer call centers and non-owned channels to expand offer reach and ensure consistent messaging across all touchpoints.

Impact

This role ensures Humana's marketing journeys are built with scalability in mind—enhancing member experience, improving campaign performance, and supporting enterprise growth. By maintaining a horizontal view of journey strategy and execution, this associate drives consistency, governance, and innovation across the marketing organization.

Required Qualifications

• Bachelor's degree in Marketing, Communications, Business, or related field
• 3+ years of experience in customer lifecycle journey design, marketing operations, or campaign management
• Proven ability to lead cross-functional initiatives and drive strategic outcomes
• Understanding of member journey mapping and personalization strategies
• Strong analytical skills with experience in performance measurement and optimization
• Excellent communication, collaboration, and stakeholder management skills

Preferred Qualifications

• Experience in healthcare, insurance, or other regulated industries
• Familiarity with CRM platforms, marketing automation tools, and customer data platforms (CDPs)
• Experience developing governance frameworks and establishing scalable journey design