Consumer Experience Lead - AEP Readiness

Profile

Job Information

Humana

Consumer Experience Lead - AEP Readiness

in

Anchorage

Alaska

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

Be a part of the Business Management organization within Enterprise Shared Services, delivering value and quality in a fast-paced environment. The Consumer Experience Lead is responsible for the ongoing management and continuous improvement of Annual Enrollment Period and January peak period readiness to ensure Humana is service-ready for every customer contact. This role requires a maniacal focus on customer centricity, ensuring change efforts introduced to contact centers and back office operations achieve expected outcomes. The Consumer Experience Lead will leverage data, call listening, and consumer experience design among other tools to empower others in the organization to voice opportunities for optimizing the member experience. The incumbent will exercise independent judgment and decision making to drive results by exhibiting a depth of understanding and a bias for action related to the recognition and elimination of friction points for our stakeholders.

Primary Responsibilities

Demonstrate strategic management, business process leadership, and data analytics skills to deliver sustainable value

Define and measure success

Communicate current state, identify areas of opportunity, and implement prioritized improvements

Serve as a Product Owner within an enterprise-wide, cross-functional team to deliver value in an Agile environment

Drive continuous improvement of the operational readiness framework and artifacts that align with Annual Enrollment and January readiness

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

Required Qualifications

Minimum 5 years leading contact center-related change management, consumer experience design, and/or operational readiness planning

Minimum 2 years of project leadership experience

Demonstrated strategic thinking and planning capabilities; organized and detail-oriented

Proven experience with using data to tell a story and identify trends and opportunities

Exceptionally skilled at communicating to all levels of stakeholders, both written and verbal (including public speaking)

Demonstrated success with leading others indirectly to achieve intended outcomes, preferably in a Product Owner role

Core business hours align to Eastern Time Zone (EST)

Ability to work evenings and weekends to cover on-call rotation supporting the contact center

Ability to travel up to 25% based on business need

Work-At-Home Requirements

WAH requirements: Must have the ability to provide a high speed DSL or cable modem for a home office (Satellite and Wireless Internet service is NOT allowed for this role). A minimum standard speed for optimal performance of 25x10 (25mpbs download x 10mpbs upload) is required.

A dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information

Preferred Qualifications

Master's Degree

Scrum or Product Owner Certification

Training and Development experience

Covid-19 Vaccine Policy

For this job, associates are required to be fully COVID vaccinated, including booster or undergo weekly COVID testing and wear a face covering while at work. The weekly testing will need to be done through an approved Humana vendor, and unvaccinated associates should follow all social distancing and masking protocols if they are required to come into a Humana facility or work outside of their home. We are a healthcare company committed to putting health and safety first for our members, patients, associates, and the communities we serve.

If progressed to offer, you will be required to:

Provide proof of full vaccination, including booster or commit to testing protocols

*OR  *

Provide proof of applicable exemption including any required supporting documentation

Medical, religious, state and remote-only work exemptions are available.

Additional Information

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 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. #LI-Remote

Scheduled Weekly Hours

40

Company info

Humana Inc.
Website : http://www.humana.com