Sr. Digital Consumer Experience Professional-Remote in US

Profile

Job Information

Humana

Sr. Digital Consumer Experience Professional-Remote in US

in

Naples

Florida

Description

The Senior Consumer Experience Professional ensures optimized interaction between a company and members. The Senior Consumer Experience Professional product work assignments involve moderately complex to complex issues where the analysis of situations or data requires an in-depth evaluation of variable factors. Role is dedicated to product management, definition, owner for Agent Assist capabilities and Agent experience.

Responsibilities

Where you Come In

The Senior Consumer Experience Professional will define an agent assist product capability while working with digital product teams to understand agent service experience, digital and omnichannel service strategy, features, and changes such that agents can efficiently, effectively and swiftly interact with members in the moment. Role will lead exploration of agent digital products, to enhance the agent desktop experience; inclusive of process, people, and technology/product needs. Agent digital experience will need to assess business need and gaps, current digital desktop tools, along with integrated desktop with CRM, WFM, and KLS. Leveraging data such as 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 agent experience. Understanding of service, training and education best practice, use of creative tools to prepare training collateral. 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.

Leverages data across the enterprise to provided strategic input into Digital strategy to address key agent digital experience friction or challenges.

Comfort presenting to and/or collaborating with senior leaders across the organization

The Senior Consumer Experience Professional work assignments are varied and frequently require interpretation and independent determination of the appropriate courses of action.

Partners with and leads discussions between Digital Strategy and Service leaderships to gain buy-in and alignment on go-forward implementation and roll-out plans.

Initiates and facilitates cross-functional meetings and prepares reports to communicate the status of the project to various audiences.

What Humana Offers

We are fortunate to offer a remote opportunity for this job. Our Fortune 100 Company values associate engagement & your well-being. We also provide excellent professional development & continued education.

Required Qualifications - What it takes to Succeed

Minimum of 3 years of digital product development, service operations experience; call center operations, agent desktop tools, emerging agent assist digital tools/process

Experience understanding consumer experience and omnichannel, working across functional teams

Experience with launching new digital products or features

Experience in consultative roles contributing to strategy

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

Ability to interpret assignments and understand department strategy

Excellent time management skills

Experience making decisions and working independently with little supervision

Comfortable presenting to groups and influencing team members and leadership

For this job, associates are required to be fully COVID vaccinated 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 OR

Commit to weekly testing, following all CDC protocols, OR

Provide documentation for a medical or religious exemption consideration.

This policy will not supersede state or local laws. Requests for these exemptions should be submitted at least 2 weeks prior to your scheduled first day of work.

Preferred Qualifications

High School Diploma, GED or job related certification

Experience in service operations, agent desktop tools and Consumer Experience design

SAFe agile, Six Sigma and Process Improvement Experience

Project Management Experience

Additional Information - How we Value You

Benefits starting day 1 of employment

Competitive 401k match

Generous Paid Time Off accrual

Tuition Reimbursement

Parent Leave

Go365 perks for well-being

Must have a separate room with a locked door that can be used as a home office to ensure you have absolute and continuous privacy while you work.

Must have accessibility to high speed DSL or cable modem for a home office (Satellite internet service is NOT allowed for this role); and recommended speed for optimal performance from Humana systems is 10M x 1M

Interview Format

As part of our hiring process, we will be using an exciting interviewing technology provided by Modern Hire, a third-party vendor. This technology provides our team of recruiters and hiring managers an enhanced method for decision-making.

If you are selected to move forward from your application prescreen, you will receive correspondence inviting you to participate in a pre-recorded Voice Interview and/or an SMS Text Messaging interview. If participating in a pre-recorded interview, you will respond to a set of interview questions via your phone. You should anticipate this interview to take approximately 10-15 minutes.

If participating in a SMS Text interview, you will be asked a series of questions to which you will be using your cell phone or computer to answer the questions provided. Expect this type of interview to last anywhere from 5-10 minutes. Your recorded interview(s) via text and/or pre-recorded voice will be reviewed and you will subsequently be informed if you will be moving forward to next round of interviews.

In order to support the CDC recommendations on social distancing and reduce health risks for associates, members and public health, Humana is deploying virtual and video technologies for all hiring activities. This position may be subject to temporary work at home requirements for an indefinite period of time. These requirements include access to a personal computing device with a camera, a minimum internet connection speed of 10m x 1m, and a dedicated secure home workspace for interview or work purposes. Humana continues to monitor the situation, and will adjust service levels as the coronavirus situation evolves. The following changes are temporary and will be evaluated frequently with the goal of returning to normal operations as soon as possible. Your Talent Acquisition representative will advise on the latest recommendations to protect your health and wellbeing during the hiring process.

#ThriveTogether #WorkAtHome

Scheduled Weekly Hours

40

Company info

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