Humana Inc. Louisville , KY 40202
The Senior Consumer Experience Professional ensures optimized interaction between a company and members. The Senior Consumer Experience Professional work assignments involve moderately complex to complex issues where the analysis of situations or data requires an in-depth evaluation of variable factors.
The Senior Consumer Experience Professional 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. Begins to influence department's strategy. Makes decisions on moderately complex to complex issues regarding technical approach for project components, and work is performed without direction. Exercises considerable latitude in determining objectives and approaches to assignments.
Design new or improve existing call center processes, training and knowledge Management tools
Facilitate conversations with associates and leaders to align around objectives and path forward
Have the ability to develop presentations on key initiatives and speak to work efforts underway
Listen to feedback from stakeholders and make it actionable
Foster relationships with Partners, Key Stakeholders, and Leadership Teams
Design measurement for and report on key performance indicators for implemented solutions
Ensure standardization of training processes within all service centers
Identify upstream continuous improvement opportunities, work with others as appropriate to define the opportunity
Bachelor's degree or a minimum of 5 years' experience creating/designing curriculum or processes, implementing and training in a call center environment
High school diploma or equivalent
5 years of consumer operations experience in a customer facing role
Experience with MS Visio, Excel, Word and other presentation tools
Ability to interpret assignments and understand department strategy
Demonstrated ability to understand and create diverse training models and methods for adult learners
Professional image and excellent communication and presentation skills required
Ability to travel 25% to various call centers within US
Prior healthcare or insurance experience
Excellent time management skills
Experience making decisions and working independently with little supervision
Be flexible and adapt to changing environment and priorities
Strong organizational and problem-solving skills; attention to detail
Strategic and critical thinker with the ability to think outside the box
Strong relationship building skills
As part of our hiring process for this opportunity, we will be using an exciting interviewing technology called Montage Voice to enhance our hiring and decision-making ability. Montage Voice 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 Montage Voice interview. In this interview, you will listen to a set of interview questions over your phone 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.
Scheduled Weekly Hours