Consumer Experience Lead

Employment Type: Full-time Salary: $104,000 - $143,000 per year (eligible for bonus incentive plan)

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Position Overview

Become a part of our caring community and help us put health first. The Consumer Experience Lead ensures optimized interaction between a company and members. This role addresses problems of diverse scope and complexity, ranging from moderate to substantial.

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Responsibilities

The Consumer Experience Lead may leverage various methods to improve member experience, including:

• Voice of the customer analysis
• Net Promoter Score (NPS) tracking
• Root cause analysis
• Storytelling to convey insights
• Call listening
• Member experience design
• Elimination and recognition of friction points
• Identifying automation and optimization opportunities
• Empowering others in the organization to voice opportunities for improvement

The Consumer Experience Lead will advise the Director of Consumer Engagement and OH Market leaders on developing functional strategies, often segment-specific, for matters of significance. This role requires exercising independent judgment and decision-making on complex issues regarding job duties and related tasks, operating under minimal supervision. It involves using independent judgment that requires analysis of variable factors to determine the best course of action.

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Requirements

Required Qualifications:

• Bachelor's degree
• 5 or more years of consumer operations experience
• 2 or more 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
• Must be organized and detail-oriented
• Must be passionate about contributing to an organization focused on continuously improving consumer experiences

Preferred Qualifications:

• Graduate degree preferred
• Knowledge of Humana's internal policies, procedures, and systems

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Application Instructions & Additional Information

As part of our hiring process for this opportunity, we will be using an interviewing technology called HireVue to enhance our hiring and decision-making ability. HireVue allows us to quickly connect and gain valuable information from you pertaining to your relevant skills and experience at a time that is best for your schedule.

Work Environment & Equipment:

• Internet Service: For Home or Hybrid Home/Office employees, self-provided internet service must meet the following criteria: a minimum download speed of 25 Mbps and an upload speed of 10 Mbps. Wireless, wired cable, or DSL connection is suggested. Satellite, cellular, and microwave connections may be used only if approved by leadership.
• Internet Expense Reimbursement: Employees who live and work from Home in California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense.
• Telephone Equipment: Humana will provide Home or Hybrid Home/Office employees with telephone equipment appropriate to meet the business requirements for their position/job.
• Work Space: 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.

Scheduled Weekly Hours: 40

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Company Information

Humana, Inc. and its affiliated subsidiaries (collectively, “Humana”) offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical...