[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 Engine hub to resolve member and provider abrasion points of a diverse scope. You will report to the Director, Strategy Advancement.

• Lead cross-enterprise strategic and operational projects that solve root cause issues and improve performance, organizational effectiveness, and 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, guides, self-service resources, process optimization, and decision-support materials for leadership.

Qualifications

• Bachelor's degree
• 3 or more years of experience in Healthcare Operations strategy, quality, risk, process improvement, or business transformation
• 3 or more years leading complex, cross-functional initiatives, including work involving business areas, competing priorities, dependencies, and senior level stakeholders
• 3 or more years of experience leading through influence, building understanding among business and operational partners, navigating complex or sensitive discussions, and ensuring clear ownership of decisions and outcomes across function
• Strong analytical skills and demonstrated experience conducting root-cause and causal analysis using evidence, quantitative and qualitative data, interviews, process reviews, and hypothesis testing.
• Live in EST or CST time zone

Requirements

• Demonstrated experience translating findings into remediation strategies, corrective actions, and measurable implementation plans at scale.
• Experience with operational excellence, root cause methodologies (five why's, fishbone, fault tree analysis, causal factor charting, CAPA) or business transformation efforts
• Executive leadership experience with strong communication strategy skills
• Bachelor's degree in business, healthcare administration, operations, analytics, engineering, organizational leadership, or a related field.
• Work at Home Requirements: To ensure Home or Hybrid Home/Office employees’ ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria: At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested.
• In certain roles, the minimum recommended internet speed required by Humana may not be sufficient for business needs. Humana reserves the right to require associates to upgrade their internet service if necessary.
• 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

• Humana, Inc. and its affiliated subsidiaries offer competitive benefits that support whole-person well-being.
• Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family.
• Among our benefits, Humana provides 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.

Company Description

Humana Inc. (NYSE: HUM) is a leading U.S. healthcare company. Through our Humana insurance services and our CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health – delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare and Medicaid, families, individuals, military service personnel, and communities at large.