Consumer Experience Center Platform Deployment amp Execution Lead

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Job Information

Humana

Consumer Experience Center Platform Deployment & Execution Lead

in

Fargo

North Dakota

Description

The Consumer Experience, Operational Readiness Lead is responsible for overseeing the strategic execution and delivery of the Consumer Experience Center Platform to operational partners across the enterprise. This technology platform delivery will be responsibility for significant enterprise transformation in the way Humana services our customers.

The role requires a maniacal focus on customer and associate experience, ensuring platform technology changes introduced to contact centers land with excellence and achieve expected customer outcomes.

The incumbent will exhibit a depth of understanding in contact center solution deployment and the ability to set direction and collaborate across the enterprise to drive transformation in alignment with our enterprise goals.

Additionally, this lead position will have responsibility for the leadership of 4 Consumer Experience Senior Professionals who will be aligned directly to Line of Business stakeholders ensuring deployment success.

Responsibilities

The Consumer Experience, Operational Readiness Lead will be responsible for managing cross-functional and cross-organizational teams to roll out newly developed platform products and capabilities to the enterprise.

The incumbent will oversee the creation and execution of processes, troubleshoot issues and drive continuous process improvement activities across the enterprise supporting CECP platform delivery.

Under the leadership of this role, the team will lead pre launch, launch and post launch activities ensuring success is managed throughout the implementation process with attention to details and outcomes.

The Consumer Experience Operational Readiness Lead will exercise independent judgment and decision making on complex issues regarding job duties and related tasks .

Required Qualifications

3-5 years working with contact center-related change management and operational readiness

3-5 years of project leadership experience

Experience with analytics, including program evaluation and optimization

Critical thinker who anticipates team needs, takes initiative to present ideas, ask questions, and exhibit a commitment to pursuit of excellence

​Strategic thinking and planning capabilities; organized and detail-oriented

Exceptional communication skills, both written and verbal (including public speaking)

Experience with SDLC management (Agile and Waterfall) and workflow development

Experience in identifying optimization and automation solutions to develop and launch company initiatives

Demonstrated process development and data-driven continuous improvement experience

Must be passionate about contributing to an organization focused on continuously improving consumer experiences

Must have ability to support occasional after-hours deployments based on business need (may include weekends)

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

Experience with Genesys Cloud

Knowledge of Humana's internal policies, procedures and systems

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

Role may require up to 20% travel based on business need once the CDC restrictions have been lifted

Scheduled Weekly Hours

40

Company info

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