Enterprise Transformation Lead

Humana

5d • $115,200 - $158,400 • Remote

About The Position

The Enterprise Transformation Lead will drive differentiation of Humana's sales experience for beneficiaries, sales agents, and those who support them. The Lead ensures that the Humana Handshake represents a world-class interaction, creating exceptional sales experiences that earn the trust of members and agents for life. Supporting the Green Glove program, this role collaborates closely with cross-functional teams to create and prioritize a roadmap for how we evolve our experiences by identifying barriers, designing and evaluating tests, influencing the implementation and scale of experiences that work.

Requirements

• Bachelor's degree required.
• 8+ years leading projects, programs, or strategic initiatives, including 2+ years driving large-scale change.
• 5+ years using data and metrics to identify opportunities and measure outcomes.
• Experience improving customer, agent, or associate experiences through process or operational enhancements.
• Experience designing and delivering training, coaching, or capability-building programs.
• Proven ability to independently lead complex initiatives from concept through implementation and measurement.
• Strong problem-solving and root-cause analysis skills.
• Demonstrated ability to influence stakeholders and drive results without direct authority.
• Experience leveraging customer feedback, NPS, quality metrics, or operational performance data.
• Excellent communication, facilitation, and presentation skills, including executive-level presentations.
• Ability to manage multiple priorities, navigate ambiguity, and deliver results.

Nice To Haves

• Professional certifications such as PROSCI, PMP, Lean Six Sigma, or similar project, change management, or continuous improvement credentials.
• Experience in a Medicare Sales environment.
• Experience applying Lean Six Sigma, Lean, or other structured problem-solving methodologies
• Start Up or 0 -to-1 Experience.
• Experience developing and testing pilots, experiments, or new approaches and evaluating their effectiveness.
• Experience designing and interpreting experiments using statistical methods.

Responsibilities

• Develop and manage a roadmap focused on enhancing the sales experience, from acquisition to retention, with a focus on growth, retention, and engagement/satisfaction KPIs.
• Translate broad goals into clear action and measurable outcomes. Take accountability for delivering results and overcoming obstacles along the way. Prioritize and re-prioritize to drive growth, retention, and engagement/satisfaction KPIs while adapting to changing business conditions and requirements.
• Collaborate across the Enterprise to identify and prioritize opportunities to improve member experiences. Interview stakeholders, leverage customer feedback, request and interpret performance data, and use business insights to determine where effort will have the greatest impact.
• Investigate complex business challenges to look beyond symptoms and understand true root causes. Gather and synthesize information from multiple sources, challenge assumptions, and develop evidence-based recommendations.
• Turn insights into action. Define actionable requirements so we can design, test, and implement solutions that improve member experiences. Establish clear success measures, make decisions in ambiguity, and drive progress without waiting for detailed instructions. Evaluate results and refine approaches based on what works.
• Build alignment and commitment across teams while maintaining focus on execution. Influence without authority, navigate ambiguity, and help stakeholders move from discussion to action. Ensure seamless integration and process efficiency as we test and scale new ideas.
• Measure what matters. Monitor initiative performance, communicate results, and use data and customer insights to identify opportunities, inform decisions, and guide future action. Continuously seek opportunities to improve outcomes, processes, and experiences.

Benefits

• medical
• dental
• vision
• 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: Senior