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The Program Delivery Lead for Patient Experience Survey Operations owns the end-to-end operational health and stability of Humana’s patient experience survey program, ensuring consistent, compliant, and high-quality execution across the full survey lifecycle. This role drives day-to-day operations by monitoring performance, managing vendor delivery and service levels, resolving issues, and proactively mitigating risks that could affect data integrity, regulatory compliance, or trust in results. The position establishes and sustains strong oversight through clear operating rhythms, performance reporting, and decision-making forums, while partnering closely with vendors and internal analytics, technology, and compliance teams to protect data security and accuracy. Success requires strong vendor and stakeholder management, disciplined operational oversight, comfort navigating complex, matrixed environments, and the ability to translate operational insights into clear, executive-level communication, with a continuous improvement mindset to support scalability and future growth of the survey program.

Humana seeks a Program Delivery Lead to own the end-to-end operational health and stability of Humana’s Patient Experience Survey. This role is accountable for ensuring consistent, reliable execution across all phases of the survey lifecycle, maintaining operational discipline, and overseeing vendor performance to deliver high-quality, compliant outcomes.  

 

The Program Delivery Lead drives day-to-day operational execution by monitoring performance, managing throughput, and proactively identifying and mitigating risks that could impact quality, compliance, or trust. This role enforces adherence to defined processes, service levels and controls across internal teams and external partners, ensuring stability and consistency in delivery. 

 

Success in this role requires the ability to establish and sustain effective oversight —setting clear operating rhythms, performance reporting standards, and decision-making forums that promote transparency and accountability across internal teams and external partners. The Program Delivery Lead partners closely with vendors, analytics, technology, and compliance stakeholders to protect data integrity, uphold regulatory and privacy standards, and ensure insights derived from the survey are accurate, timely, and actionable. 

 

The ideal candidate demonstrates strong vendor and stakeholder management skills, balances attention to detail with systems-level thinking, and brings a continuous improvement mindset to operational challenges. They are comfortable navigating complexity, influencing across a matrixed enterprise, and translating operational data into clear, executive-ready communication. 

Key Responsibilities: 

• Own the end-to-end operational health of the patient experience survey program, including day-to-day stability, structured issue resolution (intake, triage, escalation, resolution), and oversight of survey vendors to ensure consistent, high-quality delivery. 

• Define, monitor, and enforce vendor performance and service level agreements (SLAs), ensuring accountability for throughput