VP, Associate Technology Experience
Humana
Unknown, Kentucky
Contract
$200
RemoteExecutive
The Vice President of ATX is responsible for defining and executing a comprehensive vision and strategy for the modern digital workplace, encompassing end-user engineering, platform architecture, support services, and experience design. This role will lead the transformation of the associate technology ecosystem through the adoption of AI-driven capabilities, automation, and integrated platforms that enable proactive, self-service, and seamless user experiences. The VP will establish and advance enterprise standards for endpoint, collaboration, and productivity technologies while ensuring consistency, scalability, and security across a highly distributed and evolving environment. This leader will also drive convergence and standardization across business segments and subsidiaries (M&A), aligning technology investments with enterprise priorities and enabling a unified, equitable associate experience.
The VP of ATX will operate the function under a product operating model, organizing engineering, operations, and support capabilities into product-aligned value streams with dedicated product ownership, integrated delivery squads, and clear outcome accountability from inception through production operations. Each product team carries end-to-end responsibility — roadmap, engineering, release, and operational reliability — eliminating the handoff friction of traditional siloed models. This leader will maintain a disciplined financial management posture, including multi-year investment planning, annual budgeting, quarterly business reviews, investment prioritization, benefit realization tracking, and cost transparency reporting to executive stakeholders. The VP will also champion a strong controls agenda, owning operational risk management, audit readiness, vendor risk governance, and compliance obligations across the ATX portfolio — ensuring the function operates with integrity, auditability, and resilience at enterprise scale.
In addition to strategic leadership, the VP of ATX will oversee day-to-day operations of a large-scale, matrixed organization, ensuring operational excellence, cost optimization, and measurable improvements in associate satisfaction and productivity. The role requires disciplined customer satisfaction management as an operational practice — including structured voice-of-associate programs, closed-loop feedback mechanisms, experience governance forums, and executive reporting cadences — anchored to Digital Employee Experience (DEX), Customer Satisfaction (CSAT), and Net Promoter Score (NPS) Score outcomes. This leader will partner closely with executive stakeholders across Technology and business segments to deliver outcomes that reduce friction, improve service quality, and increase adoption of modern workplace capabilities.
Critically, this leader will build an AI-native function — embedding AI-powered tooling, agentic workflows, and intelligent automation into every layer of ATX operations. This includes AI-assisted engineering and code generation, self-healing infrastructure, intelligent support deflection, predictive incident prevention, AI-driven financial planning and anomaly detection, and continuous experimentation with emerging AI capabilities. AI is not an initiative this leader sponsors; it is the operating model this leader builds and runs. This leader will foster a culture of continuous improvement, innovation, and accountability, building the next generation of leaders and strong teams to deliver high-quality services at enterprise scale.
Operating Pillars:
This role is anchored to five non-negotiable operating pillars that define how the ATX function is led and measured:
1. Product Operating Model — Value-stream-aligned, outcome-accountable delivery with integrated engineering and operations ownership
2. Customer Satisfaction Management — Voice-of-associate disciplines and closed-loop governance, not just metric reporting
3. Financial Discipline — Full P&L accountability, investment governance, and cost transparency at enterprise scale
4. Controls & Risk — Audit-ready, compliant, and operationally resilient across all ITGC and regulatory obligations
5. AI-Native Operations — AI embedded in how ATX works — across engineering, operations, support, and financial management — not as an add-on capability
6. Workforce Persona Experience Management - Technology experiences intentionally designed, measured, and continuously improved based on the unique needs of workforce personas, ensuring equitable, productive, and secure digital workplace capabilities.
Key Responsibilities:
Strategy & Vision — Define and execute the vision and strategy for ATX, delivering a secure, scalable, and reliable AI-powered digital workplace across all business segments
Product Operating Model — Operate ATX under a product operating model, organizing engineering, operations, and support capabilities into product-aligned value streams with clear product ownership, roadmaps, and end-to-end delivery accountability from engineering through production operations
Engineering & Operations Ownership — Maintain executive ownership across all ATX engineering, operations, support services, and experience strategy functions, ensuring alignment to enterprise priorities and business outcomes across every capability in the product model
AI-Native Function — Build and sustain an AI-native function by embedding AI-powered tooling, agentic workflows, intelligent automation, and AI-assisted engineering into the core operating model — spanning infrastructure, support, service management, and workforce productivity — with measurable impact on efficiency and experience
Digital Workplace Transformation — Drive modern technology transformation of the digital workplace, including AI productivity tools, automation, self-service capabilities, and proactive issue prevention to reduce friction and improve user experience
Customer Satisfaction Management — Lead customer satisfaction management as an operational discipline, including structured voice-of-associate programs, closed-loop feedback mechanisms, experience governance forums, and executive reporting tied to DEX, CSAT, NPS, and Tech Love Score measured for workforce segment
Financial Management — Own a comprehensive financial management discipline, including multi-year investment planning, annual budgeting, quarterly business reviews, investment prioritization, benefit realization tracking, and unit cost transparency across a $200M+ portfolio
Controls Agenda — Establish and maintain a strong controls agenda, including IT general controls (ITGC), operational risk management, audit readiness, regulatory compliance governance, and vendor risk oversight — ensuring the ATX portfolio operates with full integrity and enterprise auditability
Enterprise Standards — Establish and operationalize enterprise standards for endpoint computing, collaboration platforms, workforce identity, access management, productivity tooling, device lifecycle management, and digital workplace technologies while defining persona-specific technology patterns and experience standards to support the differing needs of corporate, clinical, outsourced, subsidiary, and contingent workforce populations.
Operational Excellence — Lead large-scale operational excellence initiatives focused on cost optimization, vendor management, and efficient delivery models across the full ATX portfolio
Convergence & Standardization — Drive convergence and standardization across business units, affiliates, and acquired entities to deliver a unified and equitable associate experience
Talent & Culture — Develop a progressive engineering culture that fosters creativity, collaboration, continuous improvement, and AI-native ways of working; build and sustain high-performing senior leaders and teams
Vendor Governance — Govern strategic partnerships with key vendors and managed service providers to ensure high-quality delivery and value realization at scale
Workforce Persona Strategy & Governance - Define and govern Humana's workforce technology persona strategy, establishing differentiated digital workplace capabilities, service models, support channels, collaboration experiences, device standards, identity approaches, onboarding experiences, and productivity tooling tailored to the needs of Humana associates, subsidiary associates, BPO resources, clinical staff, and outsourced technology personnel.
Required Qualifications
Bachelor's Degree in Computer Science, Information Technology, Engineering, or a related field
15+ years of progressive technology leadership experience, including enterprise-scale digital workplace, infrastructure, or end-user computing environments
10+ years of experience leading large, complex, matrixed organizations with multi-layer leadership structures
Demonstrated experience defining and delivering digital workplace strategies for multiple workforce personas, including employees, contractors, clinical users, offshore resources, outsourced service providers, and affiliated organizations, with measurable improvements in productivity, adoption, and experience outcomes.
Demonstrated experience operating technology functions under a product operating model, including value stream organization, product ownership structures, and outcome-based delivery accountability across engineering and operations
Proven financial management acumen, including P&L ownership, multi-year investment planning, benefit realization governance, and cost transparency at enterprise scale ($100M+ budgets)
Track record of building and maintaining a strong IT controls and risk management posture, including ITGC ownership, audit engagement, regulatory compliance governance, and vendor risk management in a regulated environment
Demonstrated experience building AI-native operations, where AI and automation are embedded into the function’s core operating model — spanning engineering, service management, support, and financial planning — rather than applied as point solutions
Proven experience driving enterprise-wide transformation initiatives, including modernization of digital workplace or end-user technology platforms
Strong experience leveraging data and metrics to drive operational performance, including CSAT, DEX, and service-level improvements
Demonstrated experience leading customer satisfaction management as an operational discipline, including voice-of-customer programs, closed-loop feedback governance, and executive-level experience reporting
Experience working in highly regulated, complex enterprise environments with diverse user populations
Exceptional stakeholder management skills, with the ability to influence executive leadership and align cross-functional teams
Must be passionate about contributing to an organization focused on continuously improving consumer experiences
Preferred Qualifications
Experience leading or standing up product operating model transformations within large enterprise technology organizations, including full engineering and operations accountability within value-stream-aligned product teams
Expertise in agentic AI and AI-augmented operations, including the use of AI for predictive operations, intelligent service management, AI-assisted engineering, automated financial analysis, and AI-native workforce productivity
Strong engineering expertise, ideally applied in a progressive, leading-edge organization with scale and complexity
Experience leading AI-driven workplace or IT support transformations, including chatbot, automation, and self-service strategies
Deep expertise in modern endpoint management, collaboration platforms (e.g., Microsoft 365, Zoom, Copilot), and digital workplace technologies
Proven success in integrating engineering, operations, and experience functions into a unified product capability
Experience in healthcare or similarly regulated industries
Demonstrated ability to build followership, develop senior leaders, and sustain high-performing teams in complex enterprise environments
Scheduled Weekly Hours
40
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.