Associate Vice President, Conversational Channels

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Associate Vice President, Conversational Channels

Position Summary

The Associate Vice President, Conversational Channels is a senior enterprise leader responsible for the experience across both sides of the member phone interaction—from intent identification, authentication, and routing to the tools, context, and workflows that enable advocates to resolve member needs.

The portfolio includes IVR, queuing and routing, AI-enabled customer engagement, Intelligent Search, Virtual Assistant, co-browse, and Customer Care Advocate CRM. This leader owns the product strategy, roadmap, experience design, and delivery of these capabilities, shaping an integrated experience that reduces friction and improves member outcomes and advocate effectiveness.

In partnership with contact center operations, technology, analytics, and Consumer Digital, this leader translates advocate feedback and operational priorities into sequenced investments that deliver measurable improvements in experience, service performance, efficiency, and business value.

Key Responsibilities

• Own the conversational channel and advocate experience portfolio, including IVR, queuing and routing, AI-enabled customer engagement, Intelligent Search, Virtual Assistant, co-browse, and Customer Care Advocate CRM capabilities
• Lead an integrated conversational engagement ecosystem across business segments, connecting member and advocate channels and touchpoints
• Deliver seamless, AI-enabled experiences across the end-to-end member and advocate journey
• Partner with Consumer Digital product leaders to create interconnected experiences between conversational channels and digital self-service, enabling seamless transitions, preserving member intent and context, and reducing the need for members to repeat information when moving between channels
• Define and execute the multi-year strategy for the contact center advocate experience, translating advocate needs and operational insights into an integrated product roadmap that reduces friction, improves decision support, and enables more effective member interactions
• Own product roadmaps and backlog prioritization, sequencing investments against the priority outcomes established with Client Services and making trade-off decisions when experience needs, platform constraints, and delivery capacity conflict
• Establish and track outcomes for member experience, advocate productivity, authentication, misroutes, service quality, and enterprise transformation goals
• Develop and execute multi-year product strategies aligned with Insurance and CenterWell segment business objectives
• Lead the UX and interaction design of advocate capabilities across conversational channels, the advocate desktop, and digital capabilities invoked during advocate-assisted interactions, translating advocate feedback into intuitive, integrated experiences
• Direct technical architecture, integration, release sequencing, and delivery quality across the advocate experience portfolio while partnering with Client Services on target workflows, service standards, training, and adoption
• Establish and maintain product roadmaps that connect enterprise priorities to member and advocate experiences.
• Evaluate market trends, member and advocate needs, competitive dynamics, and emerging technologies to inform strategic investments.
• Lead a portfolio of products and platforms supporting IVR migration and modernization, conversational AI, Virtual Assistant, co-browse, Intelligent Search, and the advocate experience.
• Apply deep knowledge of insurance and customer service to shape the responsible use of AI across advocate tools and member conversational channels
• Ensure investments are prioritized based on business value, customer outcomes, regulatory requirements, and technical sustainability.
• Balance enhancement of existing capabilities with innovation and modernization initiatives
• Drive improvements in member and advocate experience through simplified, personalized, and connected interactions.

Use your skills to make an impact
 

Candidate Profile

Leadership Experience

• 10+ years of progressive leadership experience in product management, conversational channels, contact center technology, customer experience, or platform strategy.
• Deep expertise in contact center optimization, IVR, conversational AI, CRM platforms, advocate desktop capabilities, and enterprise AI enablement.
• Experience leading products and platforms within Salesforce, Genesys, and Google Customer Engagement Suite (GECX), or comparable enterprise CRM and contact center technology ecosystems.
• Demonstrated success leading large-scale, enterprise product portfolios and modernization initiatives within highly matrixed and regulated organizations.
• Experience managing multiple product lines, leading director-level talent, and directing cross-functional teams across product, design, technology, analytics, and operations.
• Strong business acumen with the ability to connect member and advocate experience, service performance, operational efficiency, and financial outcomes.
• Proven ability to set multi-year strategy, manage outcome-based roadmaps and backlogs, prioritize investments, and make trade-off decisions across business value, experience needs, regulatory requirements, platform constraints, and delivery capacity.
• Experience leading through influence across complex stakeholder environments and establishing clear decision rights, accountability, and escalation paths.
• Demonstrated experience leading within a product operating model, including durable, cross-functional product teams, clear decision rights, outcome-based roadmaps, backlog prioritization, and continuous discovery and delivery.
• Experience connecting conversational channels with digital self-service and advocate-assisted interactions, preserving member intent and context across channel transitions.
• Demonstrated experience partnering with contact center operational leaders to co-create the advocate experience vision and translate it into conversational channel strategy, product roadmaps, experience design, and delivered capabilities.
• Demonstrated ability to use analytics, advocate feedback, service metrics, and human-centered design to shape experience priorities and measure improvements in member outcomes, advocate productivity, authentication, routing accuracy, service quality, and efficiency.

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.

$203,400 - $279,800 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, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.

Application Deadline: 09-24-2026

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.

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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.