[Remote] Lead, Engagement Marketing (Telephonic Channels)

Note: The job is a remote job and is open to candidates in USA. Humana is a Fortune 50 healthcare leader committed to improving the health and well-being of vulnerable populations across the United States. The Lead, Engagement Marketing role involves supporting strategic marketing initiatives by integrating marketing campaigns with call centers and live agent channels to enhance member health outcomes and satisfaction through personalized communications.ResponsibilitiesLead 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 serviceCollaborate with cross-functional teams to forecast call volume, managing timing of outreaches, and plan capacity and resourcesChampion the voice of the members by listening to calls for quality and insights, integrating feedback, and enhancing engagements using behavioral signalsPartner with call centers to ensure they have the data they need to deliver personalized support to members on key health topicsCollaborate on strategic projects to improve data and technology integration with call centers, including data exchanges, technology advancements, and operational improvementsDevelop and refine test-and-learn strategies, including hypotheses, measurement plans, and performance goalsExecute and optimize multi-channel campaigns (email, mail, SMS, app, web, call center, IVR) across all engagement areasSupport journey mapping and personalization efforts, including NBA (Next Best Action) logic and content orchestrationParticipate in agile pod operations, including sprint planning, backlog grooming, and tracking deliverablesMonitor operational performance to help enable efficient program deliveryLead performance tracking, outcomes reporting and analyses of live agent channels to inform strategic decisions and roadmap iterationsSkillsBachelor's degree in Marketing, Communications, Business, or a related field or equivalent years of relevant experienceMinimum of 8 years of experience in lifecycle or customer engagement marketingDemonstrated 5 years experience in strategic and operational management of marketing channels, preferably in Live Agent channelDemonstrated 5 years experience in performance analyses and leveraging data to inform marketing strategies and drive performanceProven ability to manage multiple projects simultaneously with strong attention to detailMust be willing to work EST/CST hoursExperience in healthcare, insurance, senior services, or other regulated industriesFamiliarity with agile marketing methodologies and cross-functional team collaborationExposure to NBA (Next Best Action) engines, customer data platforms (CDPs), or journey orchestration technologies such as Adobe Experience Platform or PegaBenefitsBonus incentive planMedical, dental and vision benefits401(k) retirement savings planTime off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave)Short-term and long-term disabilityLife insuranceCompany OverviewHumana is a health insurance provider for individuals, families, and businesses. It was founded in 1964, and is headquartered in Louisville, Kentucky, USA, with a workforce of 10001+ employees. Its website is http://www.humana.com.Company H1B SponsorshipHumana has a track record of offering H1B sponsorships, with 91 in 2026, 282 in 2025, 246 in 2024, 284 in 2023, 274 in 2022, 212 in 2021, 84 in 2020. Please note that this does not guarantee sponsorship for this specific role.