Humana Content Strategy Lead Lansing, Michigan Apply Now
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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.
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
- 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.
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.
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.
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