Principal, Enterprise Capture & Consent

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.

The Principal, Enterprise Capture & Consent will serve as the senior marketing lead and program integrator for Humana’s enterprise capture and consent agenda.

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, Enrollment, Contact Center, Clinical, Claims and Marketing.
• Establish integrated workplans, outcomes, owners and timelines across teams; maintain momentum through disciplined follow-up and transparent escalation.
• Hold AVP- and VP-level partners accountable to agreed commitments and timelines through influence, fact-based communication and clear governance.
• Coordinate dependencies among channel products, enterprise platforms and business processes so customer information and choices flow from capture through activation.
• Partner with technology and product leaders to prioritize capabilities, resolve capacity constraints and sequence delivery against enterprise outcomes.

Executive communication and decision support

• Create concise, high-quality PowerPoint presentations, pre-reads, roadmaps and decision materials for senior leaders and enterprise governance forums.
• Turn technical, legal and operational complexity into a clear narrative: what is changing, why it matters, what decisions are required, who owns delivery and when outcomes will be achieved.
• Provide regular executive updates on progress, milestones, risks, dependencies, decisions and value realization.
• Prepare leaders for enterprise discussions and ensure recommendations reflect cross-functional input and validated facts.

Capability design, governance and measurement

• Define standards and workflows for email and mobile capture, verification, consent, preferences, revocation, suppression, exception handling and audit evidence.
• Help establish governance forums, decision rights, controls and escalation practices that can respond efficiently to regulatory and policy changes.
• Develop scorecards and dashboards for contactability, channel eligibility, consent health, data quality, propagation performance, risk and remediation.
• Ensure owned channels and external vendors apply approved consent and preference rules and return required data, opt-outs and evidence.
• Drive continuous improvement based on customer feedback, compliance findings, operational performance and business results.

Ongoing marketing adoption and optimization

• Own the ongoing marketing responsibilities for adoption of the capture and consent capabilities and policies that support Humana’s customer engagement operating system, across lines of business, channels and campaigns.
• Evolve, test and optimize the customer-facing messaging and value proposition that encourages customers to share, confirm and update their contact information and preferences.
• Use test results and performance data to scale what works across priority journeys and channels.
• Drive continuous improvement based on customer feedback, compliance findings, operational performance and business results.

What success looks like

• Leaders have one clear view of the enterprise roadmap, accountabilities, investment needs, risks and progress.
• Cross-functional owners meet commitments or escalate barriers early with specific recovery actions.
• Capture, verification, consent and preference requirements become consistent across priority customer journeys and channels.
• Customer contact information and choices flow reliably to enterprise platforms and downstream outreach processes.
• Humana expands responsible customer reach while reducing compliance, customer-trust and execution risk.

Leadership capabilities

• Enterprise ownership: Acts as a single-threaded leader for outcomes, tradeoffs and momentum.
• Proactive judgment: Anticipates issues, develops options and advances work with limited direction.
• Senior influence: Creates accountability with AVP and VP partners through clarity, trust and disciplined follow-through.
• Executive simplicity: Distills complex compliance, data and technology topics into decisions and actions.
• Constructive challenge: Raises risks directly, resolves ambiguity and escalates when commitments or outcomes are at risk.
• Innovation in complexity: Builds practical solutions in new terrain while maintaining rigorous compliance and control discipline.

Required Qualifications

• Bachelor’s degree in marketing, business, technology, operations, healthcare administration or a related field.
• 5+ years of experience leading complex enterprise programs, products, capabilities or transformation initiatives in a matrixed organization.
• Demonstrated success operating proactively with limited direction and bringing structure to ambiguous, first-of-kind work.
• Proven ability to influence senior leaders, establish accountability and drive commitments across teams without direct authority.
• Exceptional executive communication skills, including advanced PowerPoint storytelling and the ability to create concise, decision-oriented materials for senior leadership.
• Experience translating regulatory, legal, privacy, compliance or risk requirements into executable business processes and technology requirements.
• Strong program leadership skills, including roadmap development, dependency management, risk resolution, governance, executive reporting and cross-functional delivery.
• Ability to understand data flows, system dependencies, product backlogs and technical tradeoffs well enough to connect business outcomes to technology delivery.

Preferred qualifications

• Experience in healthcare, insurance, financial services or another highly regulated industry.
• Experience with customer identity, contact data, master data management, consent management, preference centers, CRM, customer data platforms or marketing technology.
• Familiarity with TCPA, privacy, anti-spam and consent-management considerations relevant to customer communications.
• Experience establishing a product operating model or enterprise capability that spans multiple business units, channels, platforms and vendors.
• Experience partnering with Legal, Privacy, Compliance, Technology, Digital, Procurement and Operations leaders on enterprise change.