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Humana’s Customer Experience (CX) team within the Retail Insurance business is seeking an experienced Content Strategy Lead who is human-centered, detail-oriented, and influential. The CX team was formed to deliver an easy, personalized healthcare experience for all our health plan members. This team operates with a mandate to break down traditional silos and design solutions based on how our members seek and receive care. By teaming differently, pioneering agile methodologies, and relentlessly focusing on the human experience, the Customer Experience team seeks to deliver on this promise for all our members. 

As the Content Strategy Lead (internally known as Experience Strategy & Transformation Lead), you will work surrounded by peers with diverse skillsets, creating product and service experiences that help consumers use and get the most from their plans. You will partner with leaders from business, technology, and marketing to develop relevant content strategies and be responsible for developing and implementing resources and guidelines for distributed content teams across the end-to-end consumer experience. As a Lead, you will lead complex projects through ideation to refinement, crafting compelling stories about an opportunity, concept, or product/service that inspire consensus and actualization.

Key Role Functions

• Define, evaluate, and evolve the content strategy in alignment with changing business goals

• Determine resources necessary to achieve the content strategy\Manage the process of creating and aligning business partners on the content road map

• Create content inventories to understand how we represent our core and supplemental benefits to our members

• Audit for consistency across language, channel, objective, audience, or format

• Map content in context over a timeline to support systematic and coordinated updates and improvements

• Ensure tools, standards, and guidelines are in place to support content creators, reviewers, and publishers

• Ensure content success metrics are defined, measured, and tracked to inform improvement opportunities and successes

• Develop and maintain editorial calendars for key workstreams

• Analyze and synthesize data to make recommendations on content needs/improvements

An exceptional Content Strategist will frame projects in a way that's distinct and actionable; demonstrating initial due diligence that provides project clarity to multi-disciplinary collaborators. They will make findings tangible for stakeholders by leveraging the most effective modalities and learn from experience and pivot when needed. It is crucial to not get stuck in swirl or perfection and move both stakeholders and team members along with a pragmatic focus on impact and draw out and communicate what's important in a concise, direct way. Additionally, they will be extremely comfortable in a multi-channel environment (paper, digital, IVR, automated chat, contact center, etc.) and have experience guiding and/or informing establishing content governance processes.

Use your skills to make an impact

Required Qualifications

• Bachelor’s degree

• 8+ years of human-centered design and content strategy experience

• 2+ years of horizontal leadership experience (i.e., productively collaborating across various organizations to drive cross-functional initiatives)

• Ability to lead complex projects independently and mentor junior team members who have multidisciplinary skills (e.g. business strategy, visual design)

• Demonstrated experience working quickly and efficiently across various stages of the design process (e.g., research, synthesis, prototyping, testing)

• This is a remote role anywhere in the US that will require you to accommodate Eastern Standard Business Hours

Preferred Qualifications

• Experience co-designing and applying user research to inform content development and optimization

• Experience in program management

• Ability to educate collaborators on content best practices and guidelines

• Skill at both ends of design ‘fidelity funnel,’ including experience running/contributing to opportunity framing, concept development, and product discovery projects

Additional Information

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 recommended; wireless, wired cable or DSL connection is suggested

• Satellite, cellular and microwave connection can be used only if approved by leadership

• Employees who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense.

• Humana will provide Home or Hybrid Home/Office employees with telephone equipment appropriate to meet the business requirements for their position/job.

• Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information

Humana offers a variety of benefits to promote the best health and well-being of our employees and their families. We design competitive and flexible packages to give our employees a sense of financial security—both today and in the future, including:

• Health benefits effective day 1

• Paid time off, holidays, volunteer time and jury duty pay

• Recognition pay

• 401(k) retirement savings plan with employer match

• Tuition assistance

• Scholarships for eligible dependents

• Parental and caregiver leave

• Employee charity matching program

• Network Resource Groups (NRGs)

• Career development opportunities

Our Hiring Process

As part of our hiring process for this opportunity, we may contact you via text message and email to gather more information using a software platform called HireVue. HireVue Text, Scheduling and Video technologies allow you to interact with us at the time and location most convenient for you.

If you are selected to move forward from your application prescreen, you may receive correspondence inviting you to participate in a pre-recorded Voice, Text Messaging and/or Video interview. Your recorded interview will be reviewed and you will subsequently be informed if you will be moving forward to next round of interviews.

If you have additional questions regarding this role posting and are an Internal Candidate, please send them to the Ask A Recruiter persona by visiting go/Buzz and searching Ask A Recruiter! Please be sure to provide the requisition number so we may be able to research your request quicker.

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.

$104,000 - $143,000 per year

This 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, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.

Application Deadline: 01-20-2025

About us

Humana Inc. (NYSE: HUM) is committed to putting health first – for our teammates, our customers and our company. Through our Humana insurance services and 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, Medicaid, families, individuals, military service personnel, and communities at large.

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 veteran status. It is also the policy of Humana to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, 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.

Humana complies with all applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sex, sexual orientation, gender identity or religion. We also provide free language interpreter services. See our https://www.humana.com/legal/accessibility-resources?source=Humana_Website.