Consumer Experience Professional 2

Humana Inc. Louisville , KY 40202

Posted 1 week ago

Description

The Consumer Experience Professional 2 ensures optimized interaction between a company and members. The Consumer Experience Professional 2 work assignments are varied and frequently require interpretation and independent determination of the appropriate courses of action.

Responsibilities

The Consumer Experience Professional 2 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. Understands department, segment, and organizational strategy and operating objectives, including their linkages to related areas. Makes decisions regarding own work methods, occasionally in ambiguous situations, and requires minimal direction and receives guidance where needed. Follows established guidelines/procedures.

Responsibilities

Leverage available resources to accomplish objectives and maximize return on investment, makes appropriate decisions in the face of ambiguity, anticipates and resolves barriers and constraints as well as organizes and manages multiple priorities and/or projects using appropriate methodologies and tools. Understand the customer experience and build a relationship of trust. Align technology to meet customers' needs

Required Qualifications

  • Bachelor's degree or equivalent experience

  • 3-5 years of consumer operations experience

  • 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

  • Experience with identifying innovative opportunities

  • Experience with Human Centered Design/ Marketing / Strategy Consulting

Preferred Qualifications

  • Six Sigma

  • Lean/Kaizen

  • Service Experience of the Future

  • Quick Start / Fast Track Lab

  • PMP Certification

  • Implementing tools & technology

  • Journey, Empathy & Process Mapping

  • Disney Perfect Service Experience

  • Customer Experience /Center of Excellence

Scheduled Weekly Hours
40


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Consumer Experience Professional 2

Humana Inc.