Consumer Experience Readiness Lead

Humana

2d • $104,000 - $143,000 • Remote

About The Position

The Consumer Experience Readiness Lead oversees strategic planning, execution, and delivery of readiness activities across enterprise initiatives, including implementations, modernizations, decommissions, service response efforts, operational transformations, and large-scale change programs. The role prepares people, processes, products, technology, and operational workflows for change to support successful adoption and business outcomes.

The Lead partners with business, technology, operations, clinical, training, communications, and enterprise stakeholders to develop readiness strategies, assess organizational impacts, identify and mitigate risks, and promote continuous improvement throughout the change lifecycle. The position leads readiness activities from pre-implementation through implementation, stabilization, and post-implementation, and supports operational recovery and service response during significant business or technology disruptions. It also establishes readiness plans, success metrics, governance processes, and operational transition activities, while driving consistency and maturity of readiness practices across enterprise programs.

The role exercises independent judgment on highly complex issues and serves as a trusted advisor to business and operational leaders on readiness strategy, implementation planning, and organizational adoption. The position is remote, may require up to 20% travel, and may require occasional after-hours deployments, including weekends, based on business need.

Requirements

• At least 8 years of operational readiness, change management, implementation, program management, or transformation experience.
• Experience leading large-scale cross-functional initiatives in healthcare, insurance, clinical operations, or related industries.
• Demonstrated experience assessing organizational impacts across people, processes, technology, and operational workflows.
• Strong program and project leadership skills, including the ability to influence across organizational levels.
• Experience developing readiness plans, governance processes, risk mitigation strategies, and implementation roadmaps.
• Experience with Agile and/or Waterfall delivery methodologies.
• Strong analytical, problem-solving, and continuous improvement skills.
• Excellent written, verbal, facilitation, and executive communication skills.
• Strategic thinking and the ability to balance enterprise objectives with operational execution.
• Ability to navigate ambiguity and lead through organizational change.
• Passion for contributing to an organization focused on continuously improving consumer experiences.
• Ability to support occasional after-hours deployments based on business need, which may include weekends.

Nice To Haves

• Experience in both health insurance and clinical healthcare environments.
• Experience supporting large-scale technology implementations, operational transformations, or modernization programs.
• Knowledge of organizational change management, readiness assessments, training, communications, and adoption strategies.
• Experience supporting operational recovery, incident response, service stabilization, or business continuity efforts.
• Familiarity with healthcare operations, clinical workflows, member experience, and regulatory environments.
• Degree in Business, Healthcare Administration, Organizational Leadership, or a related field.
• Knowledge of Humana's internal policies, procedures, and systems.

Responsibilities

• Develop and execute enterprise readiness strategies to prepare teams, processes, and operational capabilities for change.
• Partner with business, technology, operational, clinical, training, communications, and leadership teams to support successful implementation and adoption.
• Assess organizational impacts and readiness risks across people, processes, products, technology, and customer experience.
• Establish readiness plans, success metrics, governance processes, and operational transition activities.
• Lead pre-implementation, implementation, stabilization, and post-implementation activities to realize desired business outcomes.
• Facilitate issue resolution, risk mitigation, decision-making, and continuous improvement throughout the change lifecycle.
• Support operational recovery and service response efforts during significant business or technology disruptions.
• Drive standardization and maturity of readiness practices across enterprise programs and initiatives.
• Provide readiness strategy, implementation planning, and organizational adoption guidance to business and operational leaders.

Benefits

• Medical benefits
• Dental benefits
• Vision benefits
• 401(k) retirement savings plan
• Paid time off
• Company and personal holidays
• Paid parental and caregiver leave
• Short-term disability
• Long-term disability
• Life insurance
• Bonus incentive plan

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed