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.
Be a strategic leader in cutting-edge Healthcare technology! Humana is seeking an IVR Program Associate Director who will have responsibility and accountability to ensure the deployment, ongoing management, and maintenance of a new hosted IVR, and current, sunsetting on-premise IVR. This is an exciting opportunity for forward-looking technology leaders to make key contributions to the evolution and transformation of the company's critical contact infrastructure.
This role 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. Advises executives to develop functional strategies (often segment specific) on matters of significance. Exercises independent judgment and decision making on complex issues regarding job duties and related tasks, and works under minimal supervision. Uses independent judgment requiring analysis of variable factors and determining the best course of action.
5+ years of professional experience working with voice technologies and 2+ years of management experience;
Experience implementing, integrating, and managing public and private cloud platforms;
Experience that demonstrates skill with configuration and support experience in a complex multi-layered network environment;
Knowledge of CTI and CTI Framework, Telecom & IVR Technologies, switches and routers, Advanced Speech Recognition, etc;
Demonstrated strength in troubleshooting complex infrastructure incidents and problems;
All aspects of deployment planning and execution;
Definition and development of operational KPIs and metrics;
Project-based experience driving changes and improvements to IVR solutions;
Experience working on process improvement projects to improve the customer experience;
Experience in use case design in a multi-channel environment;
Proficiency with various computer programs such as Visio and MS Office Suite;
Prior experience working closely with internal IT and external vendors;
Must have excellent communication and organizational skills;
Must be service-driven to internal and external customers and be able to leverage third-party vendor capabilities;
Ability to lead, work and collaborate with all levels of management, staff and vendors
Ability to present findings and conclusions clearly and concisely;
Bachelor's Degree required
At least 2 years of customer service and/or call center operations experience
Agile / Scrum experience
Scheduled Weekly Hours