Principal, Enterprise Contact Strategy

Become a part of our caring community Humana is building a new enterprise capability to improve customer contactability, establish consistent capture and verification practices, and ensure consent and preferences are applied across channels, platforms and vendors. This work sits at the intersection of customer experience, data, technology, operations, legal, privacy and compliance. It represents new terrain for Humana, carries significant enterprise visibility and requires a leader who can turn ambiguity into a practical roadmap and measurable results. Beyond building the foundation, the role carries ongoing marketing responsibility for driving adoption of the capabilities and policies that support Humana’s customer engagement operating system. ROLE MANDATE Create the operating discipline, cross-functional alignment and executive visibility required to expand compliant customer reach and honor customer choice everywhere, every time. Position summary The Principal, Enterprise Capture & Consent will serve as the senior marketing lead and program integrator for Humana’s enterprise capture and consent agenda. This individual will shape strategy, translate legal and compliance requirements into actionable business and technology priorities, and coordinate delivery across Marketing, Digital, Technology, Data, Operations, Legal, Privacy, Compliance and channel teams. The successful candidate operates proactively with limited direction, anticipates issues before they slow delivery, and creates the structure needed to advance complex work. They must influence and hold senior cross-functional leaders accountable to commitments and timelines without relying on formal authority. They will also develop clear, decision-oriented PowerPoint presentations and executive updates for senior leadership. Much of the infrastructure setup and foundation building, including platforms, data flows, verification services and vendor integrations, will be delivered by partner teams in Technology, Digital, Data and Operations. This leader sets direction, defines requirements and drives that work through influence rather than owning delivery directly. What you will deliver An enterprise capture and consent strategy, business case and phased roadmap aligned to customer, business and compliance outcomes. A clear product and operating model with defined outcomes, decision rights, governance, owners, escalation paths and delivery cadences. Consistent enterprise requirements for contact-data capture, verification, consent, preferences, opt-outs, record retention and downstream use. A prioritized cross-functional backlog that connects customer journeys and channel needs to MDM, CPMS, verification services, digital experiences and other enabling platforms. Executive-ready reporting that makes progress, risks, dependencies, decisions and accountability visible to senior leaders. Measurable improvement in valid, usable customer contact information and the enterprise’s ability to honor consent and preferences across owned and vendor-supported outreach. Adoption and governance of enterprise policies related to capture and consent. Key responsibilities Strategy and enterprise leadership Own the integrated capture and consent agenda from strategy through execution, including scope, priorities, milestones, outcomes and risk management. Navigate a highly regulated, evolving environment and translate legal, privacy and compliance guidance into clear requirements, decisions and implementation plans. Frame options and recommendations for senior leaders, highlighting customer value, business impact, compliance considerations, investment needs and tradeoffs. Identify emerging needs, unresolved decisions and delivery risks early; recommend a path forward rather than waiting for direction. Cross-functional execution and accountability Lead a complex matrix of partners across Digital, Technology, Data, Operations, Legal, Privacy, Compliance, Procurement, Sales, E…

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