Consumer Experience Lead - Work at Home

Profile

Description

The Consumer Experience Lead is a proven data-driven leader who is passionate about the consumer journey. 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

The Consumer Experience Lead may leverage voice of the customer, NPSt, Sentiment, Effort, root cause, telling the story, call listening, member experience design, elimination and recognition of friction points, identifying automation/optimization opportunities, and empowering others in the organization to speak up and voice opportunities to improve the member experience.

Responsibilities

Lead a team of Consumer Experience Professionals focused on providing VOC insights, recommendations, business readiness, and support for assigned areas

Lead implementation of analytical tools and measure the customer success along the journey

Utilize data from customer insights and KPIs to make data-driven recommendations on initiatives to improve the customer experience.

Understand and measure the impact of our consumer experience initiatives, establish baselines, recommend goals and measure progress towards those goals driven by key initiatives.

Work across operations teams, interaction channels and journey teams to address customer experience challenges

Partner with stakeholders across multiple areas to define and meet engagement scope while delivering results that meet business objectives.

Advises executives to develop functional strategies (often segment specific) on matters of significance.

Act as a primary point of internal contact for VOC initiatives and consumer experience analytics

Exercises independent judgment and decision making on complex issues regarding job duties and related tasks, and works under minimal supervision

Uses independent judgment requiring analysis of variable factors and determining the best course of action.

Required Qualifications

Bachelor's degree

Consumer Experience and/or Consumer Service Operations experience

Experience leading and implementing/executing innovative solutions to improve business processes, products and consumer experience

Experience in leading change management, driving decision-making, and providing thought leadership

Extensive background and understanding of consumer experience KPI's, data and analytics

Deep understanding of developing functional strategies

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

Experience with analytics, including program evaluation, root cause identification, optimization and evaluation

Strategic thinking and planning capabilities; organized and detail-oriented

Strong interpersonal skills and excellent emotional intelligence

Must be passionate about contributing to an organization focused on delighting the customer

Proficiency in verbal and written communication to senior and executive leadership

Preferred Qualifications

3 years leadership experience

Graduate degree preferred

InMoment Platform experience

8 or more years of Consumer Experience and/or Consumer Service Operations experience

3 years' experience leading and implementing/executing innovative solutions to improve business processes, products and consumer experience

Additional Information

This is a work at home position

Scheduled Weekly Hours

40

Company info

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