Senior Consumer Experience Professional-Remote/Virtual In US

Humana Inc. Phoenix , AZ 85002

Posted 2 months ago


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.


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


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Senior Consumer Experience Professional-Remote/Virtual In US

Humana Inc.