Consumer Experience Self-Service Lead

Profile

Description

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

This role will be a part of the Service Experience Team. This team will have relentless customer curiosity and commitment to drive the best experience. We will deliver insights, action, and deliverables using a customer centered approach that will be dedicated to:

Anticipating customer needs and Humana's competitive opportunities.

Leading with digital-first mindset to remove customer friction and improve the overall experience. Helping partners make digital-first shift and simplifying the digital experience for greater adoption.

Helping to prioritize, connect, and accelerate delivery to improve the end-to-end customer experience.

The ideal candidate will have expert knowledge and experience working within digital and service experience strategy, eCommerce, and operations. They will have demonstrated examples and will have experience communicating, and building relationships with cross functional partners.

Responsibilities:

Build and design self-service strategy and capabilities with a customer first lens.

Create strategic insights on service differentiators with a lens towards customer self-service enablement.

Surface new experience opportunities and establish hypothesis for future opportunities.

Develop and conduct clear research opportunities to appropriately evaluate hypothesis.

Design and maintain a clear 'low touch vs. high touch' decision matrix to guide service innovation opportunities.

Generate strategic insights on driving a 'digital first' mindset and experience.

Define and report customer self-service success metrics.

Understand market trends that may impact business, products, and experience.

Contribute to business development and thought leadership activities

Ability to collaborate, problem solve, and lead through influence

Required Qualifications

8 or more years of consumer operations experience

2 or more years of project leadership experience

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 and optimization

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

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

Intellectual curiosity, structured thinking, and a comfort with ambiguity

Demonstrated ability to lead projects through successful completion; preferably digital projects

Strong, demonstrated skills developing insights from analysis, and action from insights

Strong, demonstrated strategic, analytical thinking, and consulting skills

Demonstrated understanding of business and digital strategy

Clear and concise oral and written communication skills and strong interpersonal skills

Scheduled Weekly Hours

40

Company info

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