Senior Consumer Experience Professional - Remote in US

Profile

Job Information

Humana

Senior Consumer Experience Professional - Remote in US

in

Fort Wayne

Indiana

Description

The Senior Consumer Experience Professional ensures optimized interaction between Humana and our members. This role will focus on the improving operational systems and processes that help build more intuitive associate to member experiences. This role provides high visibility to opportunities that exist across the enterprise and gives the ability to influence change and decision making at multiple levels.

Responsibilities

Where you Come In

Humana's Retail Contact Center organization is looking for the right individual to oversee our insights into action program to improve our member and associate experiences! This role will prioritize and socialize member feedback and partner with supporting organizations to help align and coordinate complex work efforts. If you are passionate about helping our customers and excited about driving meaningful change, this could be the opportunity for you!

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 experience managing or leading large projects, programs and/or initiatives

Proficient in contact center technology and systems

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

Experienced in researching and analyzing data to determine root cause within areas of opportunity

Ability to work quickly, seamlessly, and cohesively to meet changing business needs

Successfully performs when faced with sudden deadlines and changing priorities

Ability to interpret assignments and understand department strategy

Excellent time management skills

Experience making decisions and working independently with little supervision

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

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

Bachelor's degree, Master's Degree in Business Administration or a related field

Experience with Microsoft SharePoint and Power BI reporting

Prior leadership 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