Consumer Experience Lead

Profile

Description

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.

Responsibilities

Where you Come In

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. Advises executives to develop functional strategies (often segment specific) on matters of significance. Exercises independent judgment and decision making on complex issues regarding job duties and related tasks, and works under minimal supervision, Uses independent judgment requiring analysis of variable factors and determining the best course of action.

What Humana Offers

We are fortunate to offer a remote opportunity for this job. Our Fortune 100 Company values associate engagement & your well-being. We also provide excellent professional development & continued education.

Required Qualifications

Minimum 5 years of customer service experience

Minimum 2 years of knowledge of Medicaid

Minimum 2 years of product leadership experience

Strategic thinking and planning and prioritization capabilities; organized and detail-oriented

Experience in working through Agile and Design Thinking

Core business hours align to Eastern Standard Time (EST)

Deep understanding of developing functional strategies

Experience in identifying optimization and automation solutions to develop and launch initiatives

Experience with analytics, including program evaluation and optimization

Leading through influence

Intellectual curiosity, structured thinking, and a comfort with ambiguity

Demonstrated ability to lead cross functional projects through successful completion

Strong, demonstrated skills developing insights from analysis, and action from insights

Strong, demonstrated strategic, analytical thinking, and consulting skills

Demonstrated understanding of business and digital strategy

Clear and concise oral and written communication skills and strong interpersonal skills

Proficient in MS Office, able to create presentations in PowerPoint

Work at Home/Remote Requirements

Must ensure designated work area is free from distractions during work hours and virtual meetings

Must provide a high-speed DSL or cable modem for a workspace (Satellite and Hotspots are prohibited). A minimum standard speed of 25x10 (25mbps download x 10mbps upload) for optimal performance of is required

Preferred Qualifications

College degree or MBA

Agile certification

History of Clinical Program Valuation preferred

Understanding and previous work with NPSt

Knowledge of Humana's internal policies, procedures and systems

Covid-19 Vaccine Policy

Humana and its subsidiaries require vaccinated associates who work outside of their home to submit proof of vaccination, including COVID-19 boosters. Associates who remain unvaccinated must either undergo weekly negative COVID testing OR wear a mask at all times while in a Humana facility or while working in the field. Every associate and contractor who work inside a Humana facility or in the field, regardless of vaccination status, must complete a daily health screening questionnaire.

Additional Information

As part of our hiring process for this opportunity, we will be using an exciting interviewing technology called Modern Hire to enhance our hiring and decision-making ability. Modern Hire 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. If you are selected for a first round interview, you will receive an email correspondence (please be sure to check your spam or junk folders often to ensure communication isn't missed) inviting you to participate in a Modern Hire interview. In this interview, you will listen to a set of interview questions over your phone and you will provide recorded responses to each question. You should anticipate this interview to take about 15 to 30 minutes. Your recorded interview will be reviewed and you will subsequently be informed if you will be moving forward to next round of interviews. #LI-Remote

Scheduled Weekly Hours

40

Company info

Humana Inc.
Website : http://www.humana.com