Senior Consumer Experience Professional

Profile

Description

The Senior Consumer Experience Professional ensures optimized interaction between a company and members. The Senior Consumer Experience Professional work assignments involve moderately complex to complex issues where the analysis of situations or data requires an in-depth evaluation of variable factors.

Responsibilities

The Senior Consumer Experience Professional may leverage 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 member experience. Begins to influence department's strategy. 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.

Primary Responsibilities:

Review members' insight, analyze root cause of issue , interpret data and provide recommendation(s) for enhancements

Ability to tell a concise story upon analysis of projects

Verify data prior to the implementation of project(s)

Monitor PCP change dashboard and present data at meetings with Consumer Experience team

Co-Lead meetings with cross-functional areas to communicate vision and goal, provide leadership updates, ideas for process improvements based off call drivers from Medicaid members and lead implementation strategy to achieve goals

Understand what technology can do and leverage those capabilities to generate ideas to enhance processes

Required Qualifications

Bachelor's degree

5 or more years of consumer operations experience

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

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

Preferred Qualifications

Enrollment Background

Additional Information

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.

Scheduled Weekly Hours

40

Company info

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