Consumer Experience Lead

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 The Consumer Experience Lead ensures optimized interaction between a company and members. The Consumer Experience Lead works on problems of diverse scope and complexity ranging from moderate to substantial.

The Consumer Experience Lead may leverage voice of the customer, NPSt, root cause, telling the story, call listening, member experience design, elimination, and recognition of friction points, identifying automation/optimization opportunities, empower others in the organization to speak up and voice opportunities to improve the member experience. This individual advises executives to develop functional strategies (often segment specific) on matters of significance. This individual exercises independent judgment and decision making on complex issues regarding job duties and related tasks, and works under minimal supervision. This individual uses independent judgment requiring analysis of variable factors and determining the best course of action.

Use your skills to make an impact
 

Required Qualifications

• Minimum 8 years of consumer operations experience
• Minimum 2 years of project leadership experience
• Deep understanding of developing functional strategies
• Experience in identifying optimization and automation solutions to develop and launch company initiatives
• Experience with analytics, including program evaluation and optimization
• Strategic thinking and planning capabilities
• Ability to independently make decisions on moderately complex to complex issues with limited supervision
• Ability to operate with careful execution, professional demeanor, and creative problem-solving practices
• Exceptional oral and written communication skills, including but not limited to presenting to audiences, hosting meetings and/or providing updates to leadership
• Must be passionate about contributing to an organization focused on continuously improving consumer experiences

Work-At-Home Requirements

• 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
• Associates 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 associates 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

Preferred Qualifications

• Bachelor’s degree
• Knowledge of Humana's internal policies, procedures, and systems
• SAFe Agile experience
• Azure DevOps experience

Additional Information

• As part of our hiring process for this opportunity, we may contact you via text message and email to …