Consumer Experience Channel Optimization Lead
Company: Humana
Location: Newport
Posted on: June 6, 2021
|
|
|
Job Description:
**Description** 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. **Responsibilities** The Consumer Experience Lead 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. This role will be a part of the Service Experience Team. This
team will have relentless customer curiosity and commitment to
drive the best experience. We will deliver insights, action, and
deliverables using a customer centered approach that will be
dedicated to: + Anticipating customer needs and Humana's competitive
opportunities. + Leading with digital-first mindset to remove customer friction
and improve the overall experience. Helping partners make
digital-first shift and simplifying the digital experience for
greater adoption. + Helping to prioritize, connect, and accelerate delivery to
improve the end-to-end customer experience. The ideal candidate will have expert knowledge and experience
working within digital and service experience strategy, eCommerce,
and operations. They will have demonstrated examples and will have
experience communicating, and building relationships with cross
functional partners. **Responsibilities:** + Drive a right channel, right place, right time strategy + Strategy and execution on omni channel use, connectivity, and
effectiveness + Strategic insights on driving a 'digital first' mindset
through channel optimization + Surface new experience opportunities and establish hypothesis
for future opportunities + Develop and conduct clear use cases and research to
appropriately evaluate hypothesis + Define and prioritize new experience capabilities + Establish success metrics for areas of optimization + Generate strategic insights on driving a 'digital first'
mindset and experience + Define and report customer self-service success metrics + Understand market trends that may impact business, products,
and experience + Contribute to business development and thought leadership
activities + Ability to collaborate, problem solve, and lead through
influence **Required Qualifications** + 8 or more years of consumer operations experience + 2 or more years of project leadership experience + Deep understanding of developing functional strategies + Experience in identifying optimization and automation
solutions to develop and launch company initiatives + Experience with analytics, including program evaluation and
optimization + Strategic thinking and planning and prioritization
capabilities; organized and detail-oriented + Must be passionate about contributing to an organization
focused on continuously improving consumer experiences + Intellectual curiosity, structured thinking, and a comfort
with ambiguity + Demonstrated ability to lead projects through successful
completion; preferably digital projects + Strong, demonstrated skills developing insights from analysis,
and action from insights + Strong, demonstrated strategic, analytical thinking, and
consulting skills + Demonstrated understanding of business and digital
strategy + Clear and concise oral and written communication skills and
strong interpersonal skills **Scheduled Weekly Hours** 40
Keywords: Humana, Warwick , Consumer Experience Channel Optimization Lead, Other , Newport, Rhode Island
|
Click
here to apply!
|
