Senior Consumer Experience Professional

Humana

3d • Remote

About The Position

Become a part of our caring community and help us put health first The Senior Consumer Experience Professional will report to the Consumer Experience Lead and ensures optimized interaction between a company and members. The Senior Consumer Experience Professional work assignments involve moderately complex to complex issues where the analysis of situations or data requires an in-depth evaluation of variable factors. The Senior Consumer Experience Professional drives organization‑wide improvement by translating customer insights into actionable change. This role leverages voice‑of‑the‑customer analytics, NPS trends, root‑cause analysis, sentiment and effort scoring, and call‑listening insights to influence data‑driven decisions. By telling a compelling story with data, this leader identifies friction points, designs solutions that improve the end‑to‑end member experience and uncovers opportunities for automation and optimization. They partner across the business to socialize insights, gain alignment, and empower teams to take action that elevates the member experience. Begin to influence department's strategy. Make decisions on moderately complex to complex issues regarding technical approach for project components and perform work without direction. Exercise considerable latitude in determining goals and approaches to assignments. Experience making decisions using resources and compliance guidance. Interpret assignments and understand department strategy Interpret needs and initiate and present ideas, anticipated performance and outcomes. Manage multiple projects and prioritize based on competing deadlines. Must be passionate about contributing to an organization focused on delighting the customer. Use your skills to make an impact

Requirements

• Minimum five (5) years of Consumer Experience and/or Consumer Service Operations Experience
• Prior experience managing implementations and business readiness processes
• Professional working knowledge using Microsoft Office Programs Word, PowerPoint, Excel, and Outlook.
• Optimize and analyze data to uncover insights, trends, and create story-driven reporting that is easily digestible for broader consumption.
• Measure progress toward recommended goals, identify drivers and recommended actions.

Nice To Haves

• Associates or higher degree
• Pharmacy experience
• Call Center Support experience
• VoC Platform knowledge
• PMP or CAPM
• Advanced Excel user experience with ability performing complex functions such as graphing, calculations, and automation to process large quantities of data.

Benefits

• Humana provides 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 and many other opportunities.

What This Job Offers

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