Consumer Experience Lead
Remote US
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 …
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Dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information Illinois Montana Must work from home Remote US South Dakota Work-At-Home Work-At-Home Requirements Work from a dedicated space Work from a dedicated space lacking ongoing interruptions Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information Work from Home in the state of California, Illinois, Montana, or South Dakota
Benefits/PerksBonus Incentive Bonus incentive plan Caring community Competitive benefits Dental Flexible work environment Holidays Internet expense reimbursement Life Insurance Medical Paid parental and caregiver leave Paid Time Off Parental and Caregiver Leave Personal holidays Telephone equipment provided Time off Vision Vision Benefits Volunteer time Volunteer time off Work-At-Home Work From Home
Tasks- Communication
- Decision making
- Develop functional strategies
- Identify automation opportunities
- Training
Agile Analysis Analytics Automation Automation solutions Azure Azure DevOps BI Business Communication Compensation Consumer Experiences Decision making DevOps Functional strategies Healthcare HIPAA Leadership Listening Medicaid Medicare Operations Problem-solving Program Evaluation Project leadership Recruitment SAFe SAFe Agile Strategic Thinking Training Wellness Written communication
Experience8 years
EducationAnalytics Associates Bachelor's degree Business Communication Education Healthcare Higher
Certifications TimezonesAmerica/Anchorage America/Chicago America/Denver America/Los_Angeles America/New_York Pacific/Honolulu UTC-10 UTC-5 UTC-6 UTC-7 UTC-8 UTC-9