Company name
Humana Inc.
Location
Dover, DE, United States
Employment Type
Full-Time
Industry
Customer Service
Posted on
Jul 08, 2022
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