Director of Product, Customer Lifecycle & Engagement

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The Director, Product Management defines and leads the digital and CX strategy for member engagement, retention, loyalty, and customer experience across the Reliance consumer business. Accountable for retention, NPS, member engagement, and long-term customer value outcomes, this leader is responsible for creating connected experiences that strengthen member relationships throughout the year and drive sustainable business growth.

Partnering closely with a peer leader responsible for digital acquisition and conversion, this role owns the member journey beyond enrollment-ensuring customers remain engaged, supported, and connected across unassisted and assisted channels. The Director serves as the strategic leader for lifecycle experiences, identifying opportunities to deliver meaningful value beyond shopping and enrollment and establishing Reliance as a trusted partner throughout the member's healthcare journey.

This role works closely with senior leaders across Digital, Marketing, Operations, Customer Experience, Technology, and Sales. The role leads a team of Product Managers and/or Product Owners and contributes to annual planning, investment prioritization, and long-term business strategy.

Key Responsibilities

• Define and lead the strategy for member engagement, loyalty, retention, and lifecycle management across Reliance consumer.
• Serve as the accountable business owner for retention, NPS, member engagement, loyalty, and customer lifetime value outcomes.
• Own the end-to-end customer lifecycle experience, ensuring seamless connectivity across digital, agent, contact center, marketing, and partner channels.
• Establish and lead the strategic roadmap for experiences and capabilities to create value for members throughout the year.
• Partner with senior leaders across Marketing, Operations, Customer Success, Technology, and Sales to align investments and priorities in support of enterprise goals.
• Lead cross-functional initiatives that improve customer outcomes, reduce friction across journeys, and strengthen long-term member relationships.
• Drive product strategy for AI-enabled and data-driven experiences that improve engagement, satisfaction, and service effectiveness.
• Develop annual objectives, business cases, investment recommendations, and success metrics for lifecycle initiatives.
• Identify and lead organizational and operational changes that improve the member experience and support long-term growth.
• Lead, coach, and develop a team of Product Managers and Product Owners while establishing product management best practices and a customer-centric culture.

Required Skills

• Customer Obsessed, Curious, and Empathetic - Demonstrates deep empathy for members, agents, and customer service teams, using customer insights, feedback, and behavioral data to identify unmet needs and deliver meaningful improvements across the lifecycle journey.
• Lifecycle & Loyalty Strategist - Proven ability to develop and execute strategies that drive member engagement, retention, loyalty, renewal, and long-term customer value. Understands how to create experiences that strengthen customer relationships well beyond enrollment.
• Commercial & Outcome Focused - Strong business acumen with the ability to identify and capitalize on opportunities that improve retention, engagement, customer lifetime value, and satisfaction while balancing operational and financial objectives.
• Strategic Thinker & Problem Solver - Excels at navigating complex, ambiguous challenges, establishing long-term vision, evaluating tradeoffs, and prioritizing investments that deliver enterprise-level impact.
• Data Driven - Leverages customer insights, analytics, and performance metrics to inform strategy, measure outcomes, identify opportunities, and optimize the end-to-end customer experience.
• Omnichannel Experience Leader - Deep understanding of customer journey design across digital, contact center, agent, marketing, and partner channels, with a focus on delivering seamless and connected experiences.
• Leadership & Influence - Proven ability to lead through influence, align diverse stakeholders, and partner effectively with senior leaders across Product, Marketing, Operations, Technology, Customer Experience, and Sales organizations.
• People Developer - Demonstrated success leading, coaching, and developing high-performing Product Managers and Product Owners while fostering a culture of accountability, innovation, and customer-centricity.
• Innovation & Growth Mindset - Entrepreneurial leader who challenges conventional thinking, embraces change, and continuously seeks new ways to create value for members and the business.

Use your skills to make an impact

Qualifications

• 10+ years of experience in Product Management, Digital Experience, Customer Experience, Loyalty, Retention, or related disciplines.
• 5+ years of people leadership experience, including leading Product Managers, Product Owners, or other senior professional associates.
• Demonstrated success defining and executing customer lifecycle, engagement, loyalty, retention, or customer experience strategies at scale.
• Experience owning business outcomes and performance metrics such as retention, engagement, NPS, customer satisfaction, customer lifetime value, or related measures.
• Deep understanding of customer experience design across digital and assisted channels, including contact centers, agents, and partner ecosystems.
• Proven ability to lead large-scale, cross-functional initiatives and drive alignment across business, operational, and technology organizations.
• Strong analytical and quantitative skills with a metrics-driven approach to strategy, prioritization, and decision-making.
• Experience developing strategic roadmaps, business cases, investment recommendations, and long-range plans.
• Demonstrated success operating within Agile product organizations and partnering closely with technology and delivery teams; experience with CRM, customer engagement, personalization, loyalty, or AI-enabled customer experience platforms preferred.
• Excellent written, verbal, executive communication, and stakeholder management skills.
• Bachelor’s degree required; advanced degree preferred.

Work at Home Requirements: To 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 required; wireless, wired cable or DSL connection is suggested. In certain roles, the minimum recommended internet speed required by Humana may not be sufficient for business needs. Humana reserves the right to require associates to upgrade their internet service if necessary. Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.

Scheduled Weekly Hours

40

Pay Range

The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.$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 Benefits

Humana, 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, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.Application Deadline: 09-05-2026

About us

About Humana: Humana Inc. (NYSE: HUM) is a leading U.S. healthcare company. Through our Humana insurance services and our 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 and Medicaid, families, individuals, military service personnel, and communities at large. Learn more about what we offer at Humana.com and at CenterWell.com.

Equal Opportunity Employer

It 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.