Consumer Experience Lead (Remote US)

Company: Humana
Location: Newport
Posted on: June 6, 2021

Job Description:

**Description**

Humana's Resolution Team is looking for a Consumer Experience Lead to join working remote anywhere in the US or in Louisville, KY! This team is a small but mighty team of consumer experience experts dedicated to leading change through a deep understanding of the member, provider, and associate experiences. Using a human-centered design approach, we place a strong emphasis on research and divergent thinking to get to thoughtful solutions. We take on a wide variety of projects from new digital tools to improved communications to insights to action projects that lead to complaint prevention. Lastly, our core competency is a tenacious advocacy for our members, providers, and associates, working to instill empathy and understanding across the organization.

**Responsibilities**

We are looking for a leader who is passionate about the consumer experience and driving positive change at Humana. They will manage multiple projects focused on improving user experiences with grievances and appeals and improving experiences upstream to prevent complaints in the first place. They will also maintain and build strong partnerships across Consumer and Provider Services & Solutions as well as the enterprise, ensuring that the team's work is well-integrated with similar initiatives across the company.

**Responsibilities**

+ Influence and collaborate with partners across the Resolution Team and the broader Consumer and Provider Service & Solutions organizations

+ Researching, understanding, and mapping end-to-end user experiences, including journey mapping, process mapping, and/or consumer experience mapping

+ Follow a human-centered design process from research to implementation

+ Be an advocate for the member and provider experience

+ Manage a portfolio of wide-ranging and complex projects

+ Conduct test & learns for project concepts, ranging from scrappy to sophisticated

+ Reduce the number of complaints by collaborating and influencing key stakeholders such as Retail Contact Center, Enterprise Shared Service, Stars, Enterprises Journey Teams to share data on why member/providers complain, key insights on pain points, metrics to show impact on our members and assist in development/testing of potential solutions within the functional areas

+ Make it easy for members and providers to do business with us by collaborating and influencing key stakeholders such as Digital (DH&A), IT, ECOM and within the Resolution team to identify member and associate pain points, develop agile framework to test and measure solutions, scale successful solutions. Continue to transition the Resolution team from transactional to value driven by working with ECOM and other up-stream teams

**Required Qualifications**

+ Bachelor's degree

+ Excellent communications and research skills

+ Experience utilizing strategic research and a deep understanding of the consumer to identify insights and opportunities

+ Demonstrated use of creative thinking and problem-solving to drive thoughtful solutions

+ Proven ability to think end-to-end, establish priorities, and manage a complex portfolio of projects

+ Proficiency in all Microsoft Office Programs including Word, PowerPoint, Excel, and Access

+ Strong collaboration and influencing skills

+ Process and analytical minded

+ Experience with interpreting and making decisions about data (in partnership with a data scientist)

+ Ability to move between high level conceptual thinking and detailed project implementation

**Work at Home/Remote Requirements**

+ Must ensure designated work area is free from distractions during work hours and virtual meetings

+ Must provide a high-speed DSL or cable modem for a workspace (Satellite and Hotspots are prohibited). A minimum standard speed of 10x1 (10mbs download x 1mbs upload) for optimal performance of is required

**Preferred Qualifications**

+ Located in Louisville, KY

+ 8+ years of leadership experience in a consumer-focused field such as design, product ownership, technology, data science, communications, or related field

+ Possess understanding of or experience with the provider experience with Humana

+ Knowledge of Humana's internal policies, procedures and systems

**Scheduled Weekly Hours**

40

Keywords: Humana, Warwick , Consumer Experience Lead (Remote US), Other , Newport, Rhode Island