Consumer Experience Lead

Humana • Work at Home - Kentucky, KY

3d • $104,000 - $143,000 • Remote

About The Position

The Consumer Experience Lead ensures optimized interaction between a company and members. The Consumer Experience Lead works on the remediation of identified issues from the Resolution team root cause hub to resolve member abrasion points on a diverse scope. You will report to the Director, Strategy Advancement. As the Consumer Experience Lead you will Lead strategic and operational initiatives that improve business performance, organizational effectiveness, and cross-functional execution. Analyze complex issues to identify root causes, uncover improvement opportunities, and recommend sustainable solutions. Build relationships, influence decision-making at all levels, and communicate recommendations. Manage escalations, resolve issues, and accountability for commitments, deliverables, and action items across teams. Strengthen operations through documentation, strategies, self-service resources, process optimization, and decision-support materials for leadership.

Requirements

• Bachelor's degree
• 3 or more years of experience in Healthcare operations
• 3 or more years of project management experience
• 3 or more years of project leadership experience
• Demonstrated analytical with experience identifying root cause and implementing sustainable solutions
• Live in EST or CST time zone
• Self-provided internet service must meet the following criteria: At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested.
• Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.

Nice To Haves

• Experience supporting executive leadership teams or enterprise-wide strategic initiatives
• Experience with operation excellence, process improvement methodologies, or business transformation efforts
• Demonstrated Executive leadership experience with communication strategy skills

Responsibilities

• Lead strategic and operational initiatives that improve business performance, organizational effectiveness, and cross-functional execution
• Analyze complex issues to identify root causes, uncover improvement opportunities, and recommend sustainable solutions
• Build relationships, influence decision-making at all levels, and communicate recommendations
• Manage escalations, resolve issues, and accountability for commitments, deliverables, and action items across teams
• Strengthen operations through documentation, strategies, self-service resources, process optimization, and decision-support materials for leadership

Benefits

• medical
• dental
• vision benefits
• 401(k) retirement savings plan
• time off (including paid time off, company and personal holidays, paid parental and caregiver leave)
• short-term and long-term disability
• life insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level