Senior Digital Consumer Experience Professional

Profile

Description

Humana's Enterprise Shared Services (ESS) organization is looking for a Senior Consumer Experience Professional experienced in the digital space to join the ESS Digital team working remote in the US. As a Senior Consumer Experience Professional, you will focus on the member experience to drive digital adoption and engagement, collaborating with various teams to identify opportunities. As part of ESS Digital, you will also focus on the service teams.

Responsibilities

The Senior Consumer Experience Professional ensures optimized interaction between a company and members. You may leverage voice of the customer, NPSt (Net Promoter Score), 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. In this role you will make decisions on moderately complex to complex issues regarding digital and technical approach for project components, and work is performed without direction.

Key Role Functions

Leverage data across the enterprise to provide strategic input into Digital strategy to address key experience friction or challenges, preventing member self-service and digital engagement

Partner with and lead discussions between Digital Strategy and Service leaderships to gain buy-in and alignment on go-forward implementation and roll-out plans

Initiate and facilitate cross-functional meetings

Prepare reports to communicate the status of the project to various audiences

Present to and collaborate with senior leaders across the organization

Based on current guidance from the CDC, local and state governments, and Humana leadership related to the coronavirus (COVID-19) outbreak have extended travel restrictions until further notice. The policy will be reassessed as the situation warrants. Once these restrictions are lifted this role may require up to 15% travel depending on business needs.

Required Qualifications

Bachelor's degree or equivalent experience

5 years of consumer operations experience

Experience leading cross functional teams

Experience with launching new digital products or features, digital marketing

Experience in consultative roles contributing to strategy

Proficiency in all Microsoft Office Programs including Word, PowerPoint, Excel, and Access

Ability to interpret assignments and understand department strategy

Excellent time management skills

Experience making decisions and working independently with little supervision

Comfortable presenting to groups and influencing team members and leadership

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 10x1 (10mbs download x 1mbs upload) for optimal performance of is required

Preferred Qualifications

Experience in Consumer Experience design

Six Sigma and Process Improvement Experience

Project Management Experience

Scheduled Weekly Hours

40

Company info

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