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. 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. The role comes with the possibility of weekend and evening work engagements based on business need.

Use your skills to make an impact

Required Qualifications

• Minimum 5 years of consumer operations lead and/or process improvement experience

• Minimum 2 years of project leadership experience

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

• Experience with issue management (i.e. triaging and resolving issues in a timely manner)

• Deep understanding of developing functional strategies

• Experience with analytics, including program evaluation and optimization

• Must be willing to work Eastern Standard Time hours (EST) based on business need

• 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

• The role comes with the possibility of weekend and evening work engagements based on business need.

• As part of our hiring process for this opportunity, we may contact you via text message and email to gather more information using a software platform called HireVue. HireVue Text, Scheduling, and Video technologies allow you to interact with us at the time and location most convenient for you.

• If you are selected to move forward from your application prescreen, you may receive correspondence inviting you to participate in a pre-recorded Voice, Text Messaging and/or Video interview. Your recorded interview will be reviewed and you will subsequently be informed if you will be moving forward to next round of interviews. This is a remote role - #LI-Remote

Scheduled Weekly Hours

40

Pay Range

The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.

$102,200 - $140,700 per year

This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.

Description of Benefits

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, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.

About us

Humana Inc. (NYSE: HUM) is committed to putting health first – for our teammates, our customers and our company. Through our Humana insurance services and CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health – delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare, Medicaid, families, individuals, military service personnel, and communities at large.

Equal Opportunity Employer

It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or veteran status. It is also the policy of Humana to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.

Humana complies with all applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sex, sexual orientation, gender identity or religion. We also provide free language interpreter services. See our https://www.humana.com/legal/accessibility-resources?source=Humana_Website.