Lead, Business Technology Leadership -- Digital Omni Channel Member Experience

Humana Inc. Boston , MA 02298

Posted 7 months ago


The "Boston based" Lead, Business Technology Leadership -- Digital Omni Channel Member Experience devises an effective strategy for executing and delivering on IT business initiatives. The Lead works on problems of diverse scope and complexity ranging from moderate to substantial.


About you --

Delivering a unique and rewarding Customer experience is pivotal to cater to the whole health needs of seniors at making health care simple and engaging for Customers. As the Solution Delivery Lead (Digital Omni Channel Member Experience) you will be responsible for the implementation of professional services projects according to content, schedule, budget and quality, as agreed with your internal partner(s). You will be responsible to build trusting relationships and lasting partnerships with Product Experience and Technology teams at delivering innovative digital solutions for our Customers. You will serve as a lead internal consultant, providing light touch portfolio management, which will involve managing the demands of multiple projects simultaneously. You will be a trusted advisor to your partner(s) and will provide the appropriate mix of people, process, and technology to develop effective solutions. You will have a broad range of IT and/or consulting experience, with deep functional knowledge in digital and device space. This partner-facing role is the main access representative in a partner's technology/process project and requires outstanding relationship management skills.

Day-to-day, you are --

  • Responsible as the Digital eXperience owner and accountable for successful delivery of the omni-channel digital portfolio, establishing what the partner views as successful and managing to those expectations.

  • Responsible for overall partner satisfaction and management of day-to-day partner-level relationships, from partner project team members to executives.

Responsible for managing expectations and working closely with the Engineering teams at meeting delivery and qualitative milestones.

  • Responsible to provide the functional and technical expertise to ensure successful delivery through delegation, communication and cross-departmental/divisional coordination.

  • Owner of the portfolio budget.

  • Responsible for establishing strategic partnerships and striving to become a trusted advisor to your partner(s).

  • Expected to be able to command a group audience and lead discussions including best practice, solution delivery strategy, professional services methodology and executive-level requirement gathering.

  • Owner of project level escalations.

  • Responsible to anticipate needs and position training, support and other solutions that may be needed for a successful end-user experience with our members.

  • Effective at managing multiple stakeholders/needs simultaneously.

As a well-rounded Solution Delivery Leader (Digital Omni Channel Member Experience), your skills and experiences likely include --

  • Ability to challenge partners to drive a best practice approach to implementations.

  • Consultancy experience, including team leadership.

  • Ability to think strategically and turn business objectives into effective solutions.

  • Technical acumen to outline best-of-breed solution and provide immediate feedback to engineering teams

Ability to influence others in a matrix-team environment.

  • Own your assignments from commencement to conclusion, providing partners with appropriate progress reports on a timely basis.

  • Experience working with all levels of stakeholders up to and including the executive level.

  • Collaborative and consultative work style.

  • Excellent time management.

  • Ability to occasionally travel to other cities to support partner needs.

  • Strong executive presence and demonstrated ability to build, extend, and maintain partner relationships.

  • Strong customer focus behaviors, results driven, dynamic, adaptable, and a proactive can do attitude.

Required Qualifications

  • Bachelor's degree

  • Solid understanding of operations, technology, communications and processes

  • Must work in our Boston, MA office with the ability to travel up to 20% of the time

  • 10+ years of progressive experience working in large/complex technology projects (roughly as follows)

  • 5+ years of experience with web development

  • 2+ Experience with mobile development

  • 2+ Experience with development across a variety of devices

  • 1+ Experience with IoT and Remote Monitoring solutions

Preferred Qualifications

  • Master's degree

  • Experience working in a startup environment

  • Experience working in leading cloud platforms

Additional Information

Will report to the Associate VP, Business Technology Leadership, Edge - Information Technology

Scheduled Weekly Hours

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Lead, Business Technology Leadership -- Digital Omni Channel Member Experience

Humana Inc.