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The Director, Consumer Experience ensures optimized interaction between a company and members. The Director, Consumer Experience requires an in-depth understanding of how organization capabilities interrelate across the function or segment. This role will report to the Market VP, Clinic Operations Strategy.

The Director, Consumer Experience may leverage voice of the customer, NPSt, root cause, telling the story, call listening, member experience design, elimination and recognition of friction points, identifying automation/optimization opportunities, empower others in the organization to speak up and voice opportunities to improve the member experience. Decisions are typically related to the implementation of new/updated programs or large-scale projects for the function and supporting technical/operational procedures and processes, and implements strategic plans, drives goals and objectives, and improves performance. Provides input into functions strategy.

The Director, Consumer Experience will support multiple contact center BPO suppliers and rapidly growing associates both domestic and nearshore. This role will be primarily responsible for developing and implementing programs to establish and maintain performance and adherence to contractual agreement as well as developing programs to focus BPO's and internal on the member experience. Drive decisions typically related to identifying and resolving complex technical and operational problems across all BPO's and internal. Must be focused on contributing to an organization focused on continuously improving the member experience. Passionate and strategic about talent development/succession planning.

Impact of the Role:

• Results delivered by this leader have a direct impact on clinical and member experiences
• Results have a direct impact on sales & renewal results
• Contributes to Segment outcomes
• Financial accountability to drive CPS product growth in the growth segments

Key Responsibilities:

• Demonstrate strong understanding of budgets and financial responsibilities - including development of business case and leading initiatives that have positive financial outcomes.
• Strong executive presence and presentation skills to adequately translate complex trend metrics into action both with the BPO's, internal and senior leadership.
• Lead multidisciplinary meetings to drive to alignment and results.
• Collaborate internally to deliver consistent messages across all BPO's and internal.
• Oversee development and implementation of policies and procedures within all work streams.
• Build and maintain a high-performance team that includes clear roles/responsibilities, training and quality to monitor and improve BPO and internal performance.
• Help support the change management necessary to implement new ways of working in the organization
• Align team processes to add value and support of overall organizational goals or strategy and provide on-going oversight and monitoring of team performance to well defined metrics

Use your skills to make an impact
 

Required Qualifications

• Master's Degree
• 8 or more years of contact center experience
• 5 or more years of management experience
• Demonstrated success leading programs and initiatives that cross multiple departments and locations
• Demonstrated success establishing structured reporting for both operations and project metrics
• Mentor and empower associates to improve member experience
• Manage and prioritize diverse projects
• Must be passionate about contributing to an organization focused on continuously improving consumer experiences

Preferred Qualifications

• Experience in healthcare contact center
• Six Sigma, Lean (or other quality program) background
• Genesys software
• Experience in Medicare/Value base care and healthcare

Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.

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.

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