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

Humana’s Customer Experience (CX) team, within the Experience Transformation organization of the Retail Insurance business, was formed to deliver one thing: a personalized, seamless, and easy healthcare experience for all our health plan members. This team operates with a mandate to break down traditional silos and design solutions based on how our members seek and receive care, not how operating groups structure themselves. By teaming differently, pioneering agile methodologies, and relentlessly focusing on the human experience, the Customer Experience Team seeks to deliver on this promise for all our members.

As a CX Insights Senior Professional you will work in a multi-disciplinary team, creating new experience strategies and service experiences for customers that help them to achieve their best health.

You will be responsible for scoping and crafting research strategy, conducting primary and secondary research, and delivering actionable insights. You will apply a variety of research methods for contextual (e.g. trend scanning, market analysis), generative (e.g., user interviews, mental models), and evaluative research (e.g., moderated & unmoderated concept testing) to inform experience strategy and service design decisions. You will follow new experiences through delivery to measure the customer experience and support ongoing improvement and evolution of the customer's relationship with Humana.

This is a remote role reporting to the Director of CX Insights.

• Works within cross-functional teams to drive delivery of customer/user insights and CX measurement contributions within design and development programs​

• Leads planning, development, and execution of insights and CX workstreams and deliverables within design and development programs​

• Exercises decision making on complex issues, requiring analysis and synthesis of disparate factors, determining best course of action for insights and CX workstreams​

• Supports approaches to codify and socialize customer insights contribution to customer-centered approach within and beyond the business unit

• Represents and advocates for the customer point of view in all contributions and interactions​

• Productively collaborates with stakeholders and peers to identify and execute on contributions of strategic impact to customers’ experiences​

• Builds valuable strategic partnerships with stakeholders across the business unit, Humana, and vendors—at peer, lead, and director levels​

• Demonstrates Humana and business unit values, behaviors, and cultural attributes, modeling positive practices in all interactions​

• Proactively collaborates with and cross-trains insights peers

• Collaborates with leader and team to contribute to strategic opportunities to evolve and socialize customer insights and CX points of view, strategies, ways of working, methods + tools​

• Identifies new approaches, methods, and tools; activates and pilots them through insights/CX programs; socializes and rolls them out with the practice​

• Supports ongoing practice activities to enable insights and CX capability development, integrating into a more agile and efficient process through practical application​

• Demonstrates process rigor and craft standards, influencing a culture of mastery and excellence

Use your skills to make an impact
 

Required Qualifications

• 5-8 years of experience leading customer insights contributions in the context of innovation, human-centered design, CX​

• Exceptional communication, problem-solving, and project management skills​

• Demonstrated advanced education or expertise in customer insights and CX tradecraft: BS, MS, or PHD in a research-related discipline (e.g., Design Strategy, Human Computer Interaction, Interaction Design, Human Factors, Psychology, Anthropology, Cognitive Science)

• Understanding and experience with a variety of research methodologies

Preferred Qualifications

• Experience with design thinking and agile environments a plus

Work-At-Home 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 recommended; wireless, wired cable or DSL connection is suggested

• Satellite, cellular and microwave connection can be used only if approved by leadership

• Employees who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be