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

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