[Hiring] Consumer Experience Readiness Lead @Humana

Role Description

The Consumer Experience Readiness Lead is responsible for overseeing the strategic planning, execution, and delivery of readiness activities across enterprise initiatives, including:

• Implementations
• Modernizations
• Decommissions
• Service response efforts
• Operational transformations
• Large-scale change programs

This role ensures organizational readiness across people, processes, products, technology, and operational workflows to support successful adoption and business outcomes. The incumbent will partner with business, technology, operations, clinical, and enterprise stakeholders to:

• Develop and execute readiness strategies
• Identify and mitigate risks
• Drive continuous improvement throughout the change lifecycle

The Consumer Experience Readiness Lead will be responsible for leading cross-functional and cross-organizational readiness efforts supporting enterprise initiatives and transformational programs, including:

• Implementations
• Operational changes
• Technology deployments
• Modernization efforts
• Decommissions
• Service response initiatives
• Continuous improvement programs

The incumbent will:

• Develop and execute enterprise readiness strategies that prepare teams, processes, and operational capabilities for change
• Partner with various teams to ensure successful implementation and adoption of solutions
• Assess organizational impacts and readiness risks
• Establish readiness plans, success metrics, governance processes, and operational transition activities
• Lead pre-implementation, implementation, stabilization, and post-implementation activities
• Facilitate issue resolution, risk mitigation, decision-making, and continuous improvement
• Support operational recovery and service response efforts during significant disruptions
• Drive standardization and maturity of readiness practices across enterprise programs

The Consumer Experience Readiness Lead exercises independent judgment and decision-making on highly complex issues and serves as a trusted advisor to business and operational leaders regarding readiness strategy, implementation planning, and organizational adoption.

Qualifications

• 8+ years of operational readiness, change management, implementation, program management, or transformation experience
• Experience leading large-scale cross-functional initiatives in healthcare, insurance, clinical operations, or related industries
• Demonstrated experience assessing organizational impacts across people, processes, technology, and operational workflows
• Strong program and project leadership experience with the ability to influence across all organizational levels
• Experience developing readiness plans, governance processes, risk mitigation strategies, and implementation roadmaps
• Experience with Agile and/or Waterfall delivery methodologies
• Strong analytical, problem-solving, and continuous improvement skills
• Excellent written, verbal, facilitation, and executive communication skills
• Strategic thinker with the ability to balance enterprise objectives with operational execution
• Ability to navigate ambiguity and lead through organizational change
• Must be passionate about contributing to an organization focused on continuously improving consumer experiences
• Must have ability to support occasional after-hours deployments based on business need (may include weekends)

Requirements

• Experience within both health insurance and clinical healthcare environments
• Experience supporting large-scale technology implementations, operational transformations, or modernization programs
• Knowledge of organizational change management, readiness assessments, training, communications, and adoption strategies
• Experience supporting operational recovery, incident response, service stabilization, or business continuity efforts
• Familiarity with healthcare operations, clinical workflows, member experience, and regulatory environments
• Degree in Business, Healthcare Administration, Organizational Leadership, or related field
• Knowledge of Humana's internal policies, procedures and systems

Benefits

• Medical, dental and vision benefits
• 401(k) retirement savings plan
• Paid time off, including company and personal holidays
• Paid parental and caregiver leave
• Short-term and long-term disability
• Life insurance
• Many other opportunities