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The Senior Consumer Experience Professional ensures optimized interaction between a company and members. The Senior Consumer Experience Professional work assignments involve moderately complex to complex issues where the analysis of situations or data requires an in-depth evaluation of variable factors.

We are looking for a detail-oriented Senior Consumer Experience Professional who excels in identifying trends, providing daily drill-down analysis, and translating data insights into clear, actionable findings. You will play a critical role in supporting CTM (Complaints to Medicare) reduction efforts by partnering with business teams to surface root causes and drive meaningful process improvements.

Key Responsibilities:

Daily Analytics & Reporting

• Produce, analyze, and distribute daily reports that highlight key trends, anomalies, and performance drivers.
• Perform in-depth drill-down analysis to identify root issues and emerging patterns.

Insight Communication

• Translate complex data findings into concise, actionable insights that can be easily understood by stakeholders across the organization.
• Present insights to team members and leaders to support operational decision-making.
• Utilize information from UI root cause tab to identify any addtional trends/insights that need to be addressed (AI, analytics tools)-Cadence-Bring to team weekly huddle meeting to discuss-Consumer exp leads will weigh in to determine if already being addressed.

Collaboration & Root Cause Analysis

• Partner with business stakeholders and CTM resolution teams to investigate data-driven findings.
• Participate in root-cause sessions to help teams understand underlying issues and identify actionable next steps.

CTM Reduction & Continuous Improvement

• Support ongoing CTM reduction efforts by surfacing repeat drivers and recommending improvement opportunities.
• Track progress, measure impact, and refine reporting to ensure clarity and effectiveness.

Cross-Functional Partnership

• Work closely with operations, compliance, and business leaders to align analytic insights with strategic priorities.
• Assist peers in interpreting reports and leveraging data to drive corrective actions.
• Analyze and interpret historical data to establish reliable forecasting baselines.
• Utilize past performance and trend analysis to inform and refine forecasting methodologies.
• The ideal candidate will demonstrate proficiency in analyzing historical data and trends to inform forecasting models, and will be adept at identifying and integrating emerging trends that may impact future projections.

Use your skills to make an impact
 

Required Qualifications:

• Experience in analytics, reporting, or data-driven operational support.
• Strong ability to identify trends, interpret complex datasets, and communicate insights in a clear, compelling way.
• Proficiency with analytical tools such as Excel, Power BI, Tableau, SQL, or similar.
• Strong partnership and communication skills; able to collaborate effectively across teams.
• Ability to balance daily reporting needs with deeper investigative analysis.
• Experience with forecasting, trend analysis, and data modeling.
• Ability to synthesize historical data with forward-looking insights.

Preferred Qualifications:

• Experience supporting CTM, compliance, operations, or continuous improvement initiatives.
• Demonstrated success in surfacing root causes and driving action-oriented discussions.
• Ability to work independently in a fast-paced and detail-driven environment.
• Bachelor's Degree

Work at Home Guidance

To ensure Home or Hybrid Home/Office associates' ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office associates 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.
• Associates who live and work from Home in the state of Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense.
• Humana will provide Home or Hybrid Home/Office associates with telephone equipment appropriate to meet the requirements for their position/job.
• Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.

Travel: While t