Director, Consumer Experience

Humana; Dover; Hybrid; USD 150,000 - 207,000

Job description

Humana Director, Consumer Experience in Dover, Delaware

Become a part of our caring community and help us put health first

The Director, Consumer Experience ensures optimized interaction between Humana and its customers through the development of predictable and sustainable readiness practices, to ensure that experiences, both associate and consumer facing deliver on intended objectives.

Additionally, the role is responsible for recovery of key experiences when there is an event jeopardizing quality of member or associate experiences technology driven or otherwise.

The position requires an in-depth understanding of how organization capabilities interrelate across both functions and segments to service customers and deliver on key enterprise strategic objectives.

The Director, Operational Readiness and Recovery is responsible for leading three critical readiness functions for Insurance Operations:

1. Orchestration of Enterprise Service Readiness for Humana's Annual Election Period and capabilities that support it.
2. Risk Assessment & Associated Recovery framework for events affecting critical consumer experiences and with significant impact to service operations.

The successful incumbent will be able to demonstrate ability to navigate enterprise capabilities and relationships to deliver on enterprise objectives driving change for our memberships and associates in the pursuit of operational excellence and helping our members achieve their best health. Primary responsibilities will include:

1. Lead teams of associates who are responsible for ensuring operational readiness and cross functional orchestration of major event recovery.
2. Establish and leverage enterprise processes that support unprecedented contact center readiness practices across a global service footprint, delivering service interactions that ensure our customers' needs are met generating experiences that help them achieve their best health.
3. Leverage multiple service data points to observe and address operational readiness, including Voice of the Customer, NPSt and Issue Resolution, amongst other relevant operational measures.
4. Maintain a solid understanding of how organizational capabilities interrelate across partner(s) to deliver exceptional service experiences for customers and associates.
5. Exhibit a depth of understanding and bias for action related to the recognition and elimination of friction points and opportunities for automation and optimization.
6. Possess an understanding of IT problem management frameworks and establish business side support to assess change risk and event recovery support.

Use your skills to make an impact

Required Qualifications

1. Minimum 5 years of experience leading change management and organizations that support operational readiness, including recovery.
2. Minimum 3 years of large-scale project leadership experience.
3. Experience with analytics, including program evaluation and optimization across contact center and back-office service environments.
4. Critical thinker who anticipates needs, takes initiative to present ideas, ask questions and exhibit a commitment to pursuit of excellence.
5. Strategic thinking and planning capabilities; organized and detail oriented.
6. Demonstrated ability to articulate ideas effectively in both written and oral forms (including experience presenting to c-suite).
7. Experience in identifying optimization and automation solutions to develop and launch company initiatives.
8. Demonstrated process development and data-driven continuous improvement experience.
9. Must be passionate about contribution to an organization focused on continuously improving associate and consumer experiences.
10. Must have ability to support after-hours deployments based on business need (may include weekends).

Preferred Qualifications

1. Bachelors degree or higher.
2. Experience in Medicare, Medicaid and/or healthcare.
3. Off-shore contact center / back-office experience.
4. Prior experience with agile leadership practices and methods.

Additional Information

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.

Employees who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense.

Humana will provide Home or Hybrid Home/Office employees with telephone equipment appropriate to meet the business requirements for their position/job.

Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.

Scheduled Weekly Hours

40

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.

$150,000 - $206,300 per year

This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.

Description of Benefits

Humana, Inc. and its affiliated subsidiaries (collectively, “Humana”) offers 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 while also knowing your life extends outside of work. 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, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.

About us

Humana Inc. (NYSE: HUM) is committed to putting health first – for our teammates, our customers and our company. Through our Humana insurance services and 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, Medicaid, families, individuals, military service personnel, and communities at large.

Equal Opportunity Employer

It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or veteran status.