Hayley Doran

Hayley Doran works as a Chief Growth Officer at Humana, where she oversees growth strategy across a business serving millions of health plan members. Throughout her career, she has had leadership positions in marketing, consumer engagement and health insurance, all of which are centered on tying corporate priorities to the needs of the people they serve. Her work consistently demonstrates a desire to make growth dependent on trust and relevance rather than just visibility.

Growth Starts With Understanding People

The problem with health insurance is different from that of many other consumer categories. Decisions are frequently made infrequently, are very personal, and are influenced by factors other than cost or practicality.

Growth leaders have a new obligation as a result of this reality. Attracting new members is simply one aspect of success; another is knowing how people make healthcare decisions, what information they require and where uncertainty prevents participation.

That is where Doran's role fits in.  Her role is to transform customer insights into strategies that support enrollment, retention and long-term partnerships. Attracting attention is not as vital as ensuring that individuals feel trust in their choices.

Creating Clarity Out of the Complexity

Healthcare remains one of the most difficult sectors for consumers to navigate. Unfamiliar terminology and conflicting priorities are frequently present in coverage options, benefits information and treatment decisions.

It's easy for growth initiatives to lose touch with those realities. The idea that communication should lessen rather than increase complexity is reflected in Doran's work. Her experience in member engagement and marketing has focused on helping businesses connect with customers in ways that are relatable to their situations and easy to understand.

Clarity has real repercussions for health insurance. People who are aware of their possibilities are better equipped to choose strategies that suit their needs and make better use of the resources at their disposal.

Keeping Consumer Expectations Close

Experiences outside healthcare increasingly shape consumer expectations. People compare interactions with insurers to the convenience and responsiveness they encounter elsewhere in their daily lives.

That shift has expanded the scope of the growth function. Doran's responsibilities require close attention to how members experience every stage of their relationship with a health plan, from initial enrollment through ongoing engagement. Growth is influenced by those experiences long before a renewal decision is made.

The work demands collaboration across functions that shape the member journey. Marketing messages, digital experiences and service interactions must support a consistent understanding of value if growth efforts are to be sustainable.

Looking Beyond Acquisition

Many organizations measure growth primarily through new customer acquisition. But healthcare introduces a broader equation.

Doran's role reflects that by giving importance to building lasting relationships rather than focusing solely on enrollment volume. Long-term growth depends on whether members remain engaged with customers, understand how to access care and believe their health plan is helping them navigate an often complicated system.

That perspective shifts attention from transactions to relationships. It recognizes that retention is often earned through a series of everyday interactions rather than a single enrollment decision.

Developing a More Relevant Growth

The most effective growth plans often stem from understanding what matters to the people an organization serves.

By connecting member experience to growth objectives, Doran's contribution seeks to keep business objectives in line with consumer needs. By highlighting trust, communication and long-term commitment, she illustrates how long-lasting relationships beyond enrollment are the cornerstone for healthcare success.

It is this methodological approach to balancing business growth with member understanding that underpins Hayley Doran's recognition as one of Financial Services Review's Top 10 Chief Growth Officers 2026.