[Hiring] Consumer Experience Lead @Humana

Role Description

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.

• 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.

Qualifications

• 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 skills with experience identifying root cause and implementing sustainable solutions.
• Live in EST or CST time zone.

Requirements

• 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.
• Work at Home Requirements:
  • Self-provided internet service must meet a minimum download speed of 25 Mbps and an upload speed of 10 Mbps.
  • Wireless, wired cable, or DSL connection is suggested.
  • Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.
• Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.

Benefits

• Competitive benefits that support whole-person well-being.
• Medical, dental, and 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 and many other opportunities.

Pay Range

The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.

$104,000 - $143,000 per year. This job is eligible for a bonus incentive plan based upon company and/or individual performance.