Principal Agent Experience Professional

Humana

2d • Remote

About The Position

Become a part of our caring community The Principal Agent Experience Professional leads the design, optimization, and strategic advancement of processes and tools that support our Medicare Advantage sales agents and Humana's holistic health approach. We are looking for someone who can define agent and business needs and advise on how AI can offer solutions. Reporting directly to the VP of Technology Solutions, you will oversee product life cycles and deliver exceptional agent experiences across omni-channel platforms. This is a remote work opportunity with no direct reports. Once products are launched, you will monitor their efficacy and use feedback to ensure they are meeting needs across each customer segmentation, making adjustments over time to achieve the desired outcomes. Your focus on product life cycle management will improve outcomes by integrating sales, pharmacy, medical, wellness, and specialty benefits into product design. Use your skills to make an impact.

Requirements

• 8+ years of experience in end-user design, agent experience, customer experience, or a related role
• Experience with omni-channel experience design, digital transformation, and technology integration
• Experience with compliance frameworks and quality assurance in healthcare or technology settings.
• Expertise in process optimization, workflow design, and stakeholder engagement.

Nice To Haves

• Bachelor's degree or higher in Business, Technology, Healthcare Administration, or related field
• Experience in healthcare, pharmacy, or insurance industries
• Experience working with large, matrixed enterprises (e.g., Fortune 500 healthcare organizations).
• Familiarity with pharmacy benefit management and healthcare data integration
• Familiarity with Humana's platforms, such as MyHumana, Humana Pharmacy, and specialty pharmacy solutions.

Responsibilities

• Lead the development and continuous improvement of agent experience strategies, using Humana's North Star Architecture and omni-channel principles.
• Design and orchestrate reusable components and domain services that support agent interactions across medical, pharmacy, wellness, and specialty benefit platforms.
• Collaborate with business and technology partners to identify agent pain points and implement solutions that enhance administrative efficiency, connectivity, and targeted outreach.
• Partner with Agentic teams to create simple experience strategies that improve member and employer satisfaction.
• Guide standardization, documentation, and adoption of best practices for agent-facing tools and workflows.
• Oversee the deployment and optimization of agent tools, such as MP360, External Portal, Agent Assist, ensuring they meet agent and member needs.
• Use analytics to measure agent satisfaction, performance and impact on member outcomes, presenting relevant insights to leadership.
• Champion compliance, data security, and quality assurance in all agent-facing systems, according to industry standards and Humana policies.
• Guide cross-functional teams, promoting a culture of innovation and excellence in agent experience.

Benefits

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

What This Job Offers

• Job Type: Full-time
• Career Level: Principal
• Education Level: Associate degree