Senior Consumer Experience Professional-Remote/Virtual In US

Humana Inc. Phoenix , AZ 85002

Posted 2 months ago

Description

The Senior Consumer Experience Professional ensures optimized interaction between a company and members. The Senior Consumer Experience Professional's work assignments involve moderately complex to complex issues where the analysis of situations or data requires an in-depth evaluation of variable factors.

Responsibilities

Where you Come In

The Senior Consumer Experience Professional

  • Operational Readiness in Enterprise Shared Services will oversee the development, execution, and continuous improvement of a standardized operational readiness program to ensure Humana is service ready for every customer contact. This role requires a maniacal focus on experience, ensuring service changes introduced to contact centers land with excellence and achieve expected outcomes. The incumbent will exhibit a depth of understanding and a bias for action related to the recognition and elimination of friction points and opportunities for continuous improvement.

Primary Responsibilities

  • Develop and implement operational readiness framework to define and measure success

o Create processes and tools to evaluate service readiness and define solutions to solve for gaps

o Create continuous improvement process and measurement tools to ensure consistent adoption of process and procedure for new service changes

o Create process and measurement templates to project value, then determine whether product delivery meets required experience and expected value to business

o Create governance and operating model to implement operational readiness framework

  • Leverage operational readiness framework and metrics to partner with key stakeholders to ensure operational readiness and value delivery for service changes to the contact center

  • Drive improvements on key performance indicators related to member satisfaction (i.e. NPSt, Agent Knowledge, Defects, Issue Resolution)

  • Develop playbook(s) to create governance and standardized, lean process for implementing command center, rapid response, and service recovery efforts

  • Partner with key stakeholders to support or quarterback deployment command centers, rapid response, and service recovery efforts, reducing mean time to issue resolution

  • Operate and improve enterprise-wide forum to create transparency and inspire collaboration for service changes on the horizon

  • Create and deliver value reporting and insights for continuous improvement at the initiative, program, and portfolio level

What Humana Offers

We are fortunate to offer a remote opportunity for this job. Our Fortune 100 Company values associate engagement & your well-being. We also provide excellent professional development & continued education.

Required Qualifications

  • What it takes to Succeed
  • Minimum of 3 years working with contact center-related change management, consumer experience design and operational readiness

  • Demonstrated process development and metrics-driven continuous improvement experience

  • Experience with SDLC management, Agile

  • Proficient in MS Office O365

  • Word, Excel, PP and familiar with Visio
  • Critical thinker who anticipates team needs, takes initiative to present ideas, ask questions, and exhibit a commitment to pursuit of excellence

  • Exceptional communication skills, both written and verbal (including public speaking)

  • Must be able to travel 10-15% within the US once travel restrictions are lifted

Preferred Qualifications

  • High School Diploma or GED or job related certification

  • Waterfall knowledge

Additional Information

  • How we Value You
  • Benefits starting day 1 of employment

  • Competitive 401k match

  • Generous Paid Time Off accrual

  • Tuition Reimbursement

  • Parent Leave

  • Go365 perks for well-being

  • Must have a separate room with a locked door that can be used as a home office to ensure you have absolute and continuous privacy while you work.

  • Must have accessibility to high speed DSL or cable modem for a home office (Satellite internet service is NOT allowed for this role); and recommended speed for optimal performance from Humana systems is 10M x 1M

Interview Format

As part of our hiring process for this opportunity, we will be using an exciting interviewing technology called Modern Hire to enhance our hiring and decision-making ability. Modern Hire allows us to quickly connect and gain valuable information from you pertaining to your relevant skills and experience at a time that is best for your schedule.

If you are selected for a first round interview, you will receive an email correspondence (please be sure to check your spam or junk folders often to ensure communication isn't missed) inviting you to participate in a Modern Hire interview. In this interview, you will listen to a set of interview questions over your phone or text and you will provide recorded responses to each question. You should anticipate this interview to take about 15 to 30 minutes. Your recorded interview will be reviewed and you will subsequently be informed if you will be moving forward to next round of interviews.

In order to support the CDC recommendations on social distancing and reduce health risks for associates, members and public health, Humana is deploying virtual and video technologies for all hiring activities. This position may be subject to temporary work at home requirements for an indefinite period of time. These requirements include access to a personal computing device with a camera, a minimum internet connection speed of 10m x 1m, and a dedicated secure home workspace for interview or work purposes. Humana continues to monitor the situation, and will adjust service levels as the coronavirus situation evolves. The following changes are temporary and will be evaluated frequently with the goal of returning to normal operations as soon as possible. Your Talent Acquisition representative will advise on the latest recommendations to protect your health and wellbeing during the hiring process.

#ThriveTogether #WorkAtHome

Scheduled Weekly Hours

40

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Business Information Architect Senior Customer/Member Experience (100 Remote Available)

Usaa

Posted 1 week ago

VIEW JOBS 9/6/2021 12:00:00 AM 2021-12-05T00:00 Purpose of Job Holds responsibility for the development and implementation of the information architecture to support the measuring and monitoring of enterprise business needs. Maintains the design around the full set of Enterprise information capabilities that support existing and strategic business capabilities. Job Requirements About USAA USAA knows what it means to serve. We facilitate the financial security of millions of U.S. military members and their families. This singular mission requires a dedication to innovative thinking at every level. USAA Careers - World Class Benefits (31 seconds) Tasks: * Identifies and manages existing and emerging risks that stem from business activities and the job role. * Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled. * Follows written risk and compliance policies and procedures for business activities. * Demonstrates advanced knowledge of information governance practices and standards. * Demonstrates mastery of information architecture tools to include Infosphere Data Architect (IDA), Infosphere Governance Catalog (IGC), Infosphere Metadata Workbench to create information architecture deliverables. * Applies advanced knowledge to perform regular assessments of the health and maturity of information capabilities for a given domain. * Applies advanced knowledge to identify new information capabilities needed to support business capabilities of a given business domain and recommends solutions. * Guides efforts to define the mission, goals, critical success factors, principles, and policies for information strategy and architecture (IS&A). * Applies knowledge to reference models to information architecture; displays knowledge/understanding of reference models to articulate business information requirements. * Provides key advisement to key stakeholders to build business cases to secure approval and funding for data and analytical efforts. * Provides key contributions toward the creation and maintenance of a conceptual model for information capabilities for a given domain. * Influence direction and implementation of measurement frameworks by monitoring measure design and development and providing consultative services. * Monitors business and development activities and ensures alignment to published IS&A direction, taking appropriate action when deviation is observed. * Develops IS&A artifacts to include statements of direction, logic models, decision matrices, information capabilities, information categories, business entities, and conceptual models. * Educates other practitioners on the value and practice of IS&A; develops and nurtures healthy peer and mentee relationships; develops effective models to convey moderately complex concepts. * Collaborates with other architectural disciplines to influence information architecture direction, technical and data design decisions. * Identifies and recommends appropriate data sources to be used in solution development and delivery. Minimum Requirements: * Bachelor's Degree. 4 years work experience in information management or related experience can be substituted in lieu of a degree in addition to the minimum years of work experience. * 6 years of experience in information and/or data architecture to include strategy, planning, and delivery oversight; or if Advanced degree, 4 years experience in information or data architecture. * Previous experience with modern data architecture environments (Cloud, Hadoop, NoSQL, etc.). * Proven ability to embrace new technologies of the future and operationalize these to deliver value (Data Virtualization, Cloud). * Comprehensive understanding and experience working with data analysis tools and leveraging reporting and data analysis that molds the way user experiences are designed. * Demonstrated experience and ability to apply architectural principles to business solutions. * Exceptional communication skills and the ability to communicate appropriately at all levels of the organization; this includes written and verbal communications as well as visualizations. When you apply for this position, you will be required to answer some initial questions. This will take approximately 5 minutes. Once you begin the questions you will not be able to finish them at a later time and you will not be able to change your responses. Preferred Experience: * Experience with Property & Casualty Insurance organizations, preferably those who have undergone cloud migration efforts recently. * Data strategy expertise in the area of customer/member experiences (CX) that involve omnichannel interactions (voice & digital). * Experience driving data solutions in support of modeling, predictive analytics, and business intelligence needs. The above description reflects the details considered necessary to describe the principal functions of the job and should not be construed as a detailed description of all the work requirements that may be performed in the job. Compensation: USAA has an effective process for assessing market data and establishing ranges to ensure we remain competitive. You are paid within the salary range based on your experience and market position. The salary range for this position is: $97,200 - $175,000* (this does not include geographic differential it may be applied based on your work location). Employees may be eligible for pay incentives based on overall corporate and individual performance or at the discretion of the USAA Board of Directors. * Geographical Differential: Geographic pay differential is additional pay provided to eligible employees working in locations where market pay levels are above the national average. Shift premium: will be addressed on an individual-basis for applicable roles that are consistently scheduled for non-core hours. Benefits: At USAA our employees enjoy best-in-class benefits to support their physical, financial, and emotional wellness. These benefits include comprehensive medical, dental and vision plans, 401(k), pension, life insurance, parental benefits, adoption assistance, paid time off program with paid holidays plus 16 paid volunteer hours, and various wellness programs. Additionally, our career path planning and continuing education assists employees with their professional goals. Please click on the link below for more details. USAA Total Rewards Relocation assistance is not available for this position. Usaa Phoenix AZ

Senior Consumer Experience Professional-Remote/Virtual In US

Humana Inc.