Enterprise Transformation Lead

About the Role

Become a part of our caring community and help us put health first

The Enterprise Transformation Lead will be part of a multi-disciplinary team focused on improving customer experience as well as key operational metrics. As part of this role, you will be responsible for helping to frame opportunities, from moderate to substantial, by identifying the current state of the process and assisting in developing solutions. A key responsibility of this role will be translating complex processes and systems into easy-to-understand artifacts; creating shared context which enables strategic decision making.

Key Responsibilities

• Diagram and evaluate current state processes utilizing well known approaches to process improvement and root cause diagnosis
• Perform cost and benefit analyses, utilizing analysis outcomes and other key data attributes to create a compelling story for change
• Partner with business and IT teams to ensure omnichannel consideration to lower the cost to serve
• Use independent judgment requiring analysis of variable factors and determining the best course of action
• Partner with marketing to oversee the development and approval of all language within marketing materials – includes member, broker/sales, and provider communications
• Operationalize the experience in partnership with the Vendor Management team to ensure the vendor develops and maintains appropriate processes and executes an exceptional member experience
• Collaborate with internal business and support areas to ensure readiness to support processes and have a clear understanding of expected member experience
• Collaborate with the analytics team on what is needed to inform and optimize the member’s experience
• Develop a measurement plan to ensure appropriate controls and key performance indicators are tracked and monitored
• Work with the research team to perform focus groups, consumer research, and usability testing prior to implementation to inform future years
• Evaluate test and learn opportunities with partners across the Enterprise for new initiatives

Use your skills to make an impact

Required Qualifications

• At least 3 years of process improvement experience with a focus on operational improvement
• At least 2 years of project leadership experience
• Proficiency in business consulting and/or operational leadership experience
• Strong business and financial acumen
• Ability to connect the dots across enterprise functions and teams
• Exceptional communication and interpersonal skills with the ability to quickly build rapport at all levels within the organization
• Ability to identify process opportunities and drive strategic conversations; influence Enterprise leaders by sharing meaningful insights through synthesis of data

Preferred Qualifications

• Bachelor’s Degree or military experience
• Experience in healthcare services
• Lean, Agile, Six Sigma, Business Process Management or Project Management certification
• Experience working in Lucid

Work-At-Home Information

To ensure Home or Hybrid Home/Office employees’ ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria:

• At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested.
• Satellite, cellular and microwave connection can be used only if approved by leadership.
• Employees 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 employees 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.

Travel

• While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.

Employment Type

• Full time

Scheduled Weekly Hours

• 40

Pay Range

• The compensation range below reflects a good faith estimate of starti