Key Responsibilities** **Responsibilities include:** + Lead 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 service + Collaborate with cross-functional teams to forecast call volume, managing timing of outreaches, and plan capacity and resources + Champion the voice of the members by listening to calls for quality and insights, integrating feedback, and enhancing engagements using behavioral signals + Partner with call centers to ensure they have the data they need to deliver personalized support to members on key health topics + Collaborate on strategic projects to improve data and technology integration with call centers, including data exchanges, technology advancements, and operational improvements + Develop and refine test-and-learn strategies, including hypotheses, measurement plans, and performance goals + Execute and optimize multi-channel campaigns (email, mail, SMS, app, web, call center, IVR) across all engagement areas + Support journey mapping and personalization efforts, including NBA (Next Best Action) logic and content orchestration + Participate in agile pod operations, including sprint planning, backlog grooming, and tracking deliverables. **Become a part of our caring community** Become a part of our caring community and help us put health first Humana is a Fortune 50 healthcare leader with over $100 billion in annual revenue, committed to improving the health and well-being of vulnerable populations across the United States, including seniors and lower-income individuals.