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The Learning Experience Education Lead is embedded in the PCO learning team as part of the learning experience function. The learning experience function is broadly responsible for all learning analytics, learning system (LMS) administration and management, and learning portfolio management.

The Learning Experience Education Lead is responsible for shaping and managing the learning strategy for Front Office & Call Center across the PCO. This role involves overseeing the design, implementation, and evaluation of comprehensive learning programs to enhance role-specific skills, knowledge, and performance.

Main Responsibilities

• Develop and communicate a strategic vision for learning and development in the Front Office & Call Center aligned with organizational goals.

• Lead the strategy and roadmap development for all Front Office & Call Center including orientation learning journeys, continuing education, and ad-hoc learning needs.

• Conduct regular needs assessments to identify skill gaps and learning priorities across Front Office & Call Center.

• Participate in the design and implementation of a variety of learning programs, including new hire orientation and on-the-job learning interventions, knowledge development, tools and skills training, and essential skills development for Front Office & Call Center.

• Ensure programs are aligned with industry best practices and tailored to meet the specific needs of the Front Office & Call Center.

• Analyze training effectiveness and adjust learning programs as necessary to achieve desired outcomes.

• Develop proactive partnerships with subject matter experts (SMEs) and key stakeholders to identify learning needs, develop effective training solutions, and foster a culture of continuous learning and development for Front Office & Call Center.

• Actively collaborate with the Learning Design and Learning Delivery teams to create, operationalize, and implement Front Office & Call Center programs; manage revisions and continuous improvement process of learning programs.

Required Qualifications

• Bachelor's Degree; any equivalent combination of relevant education, skills, training, and experience.

• Minimum 3-5 years' experience in adult learning and training development and delivery, including effectively managing and facilitating training programs.

• Minimum 2 years’ experience managing learning programs in a healthcare or service-related industry.

Key Competencies

• Critical Thinking and Problem Solving: Problem solver with the ability to encourage others in collaborative problem solving; resolve issues and any other barriers to progress.
• Accountability: Meet clearly stated expectations and take responsibility for achieving results; as a shared service team member, your primary customer orientation will be to front-line staff and market leaders.
• Influence: Strong ability to influence without authority through effective relationships, subject matter expertise, and organizational knowledge and understanding.
• Relationship Management: Balance stakeholder needs and craft creative solutions that align with the interests of all involved parties; strong cultural awareness and skilled in navigating diverse markets.
• Effective Communication: Strong verbal and written communication skills; effective interpersonal skills to work with various members in the department and leadership.
• Project and Portfolio Management: Strong organizational skills and experience in content creation workflow from concept to release with excellent project planning skills.
• Attention to Detail: Ability to handle multiple tasks and priority changes in a fast-paced environment.

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WAH Statement

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 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 memb