The Consumer Experience Lead ensures optimized interaction between a company and members. The Consumer Experience Lead works on the remediation of identified issues from the Resolution team root cause hub to resolve member abrasion points on a diverse scope. You will report to the Director, Strategy Advancement.
As the Consumer Experience Lead you will
- Lead strategic and operational initiatives that improve business performance, organizational effectiveness, and cross-functional execution
- Analyze complex issues to identify root causes, uncover improvement opportunities, and recommend sustainable solutions.
- Build relationships, influence decision-making at all levels, and communicate recommendations
- Manage escalations, resolve issues, and accountability for commitments, deliverables, and action items across teams
- Strengthen operations through documentation, strategies, self-service resources, process optimization, and decision-support materials for leadership
Required Qualifications- Bachelor's degree
- 3 or more years of experience in Healthcare operations
- 3 or more years of project management experience
- 3 or more years of project leadership experience
- Demonstrated analytical with experience identifying root cause and implementing sustainable solutions
- Live in EST or CST time zone
Preferred Qualifications- Experience supporting executive leadership teams or enterprise-wide strategic initiatives
- Experience with operation excellence, process improvement methodologies, or business transformation efforts
- Demonstrated Executive leadership experience with communication strategy skills
Work at Home Requirements: To ensure Home or Hybrid Home/Office employees' ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria: At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested. In certain roles, the minimum recommended internet speed required by Humana may not be sufficient for business needs. Humana reserves the right to require associates to upgrade their internet service if necessary. Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.
Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.
Scheduled Weekly Hours40
Pay RangeThe 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.
$104,000 - $143,000 per year
This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.
Description of BenefitsHumana, 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, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.
