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The Principal Agent Experience Professional leads the design, optimization, and strategic advancement of processes and tools that support our Medicare Advantage sales agents and Humana's holistic health approach. We are looking for someone who can define agent and business needs and advise on how AI can offer solutions. Reporting directly to the VP of Technology Solutions, you will oversee product life cycles and deliver exceptional agent experiences across omni-channel platforms. This is a remote work opportunity with no direct reports.

Once products are launched, you will monitor their efficacy and use feedback to ensure they are meeting needs across each customer segmentation, making adjustments over time to achieve the desired outcomes. Your focus on product life cycle management will improve outcomes by integrating sales, pharmacy, medical, wellness, and specialty benefits into product design.

Use your skills to make an impact
 

Principal Responsibilities:

• Lead the development and continuous improvement of agent experience strategies, using Humana's North Star Architecture and omni-channel principles.
• Design and orchestrate reusable components and domain services that support agent interactions across medical, pharmacy, wellness, and specialty benefit platforms.
• Collaborate with business and technology partners to identify agent pain points and implement solutions that enhance administrative efficiency, connectivity, and targeted outreach.
• Partner with Agentic teams to create simple experience strategies that improve member and employer satisfaction.
• Guide standardization, documentation, and adoption of best practices for agent-facing tools and workflows.
• Oversee the deployment and optimization of agent tools, such as MP360, External Portal, Agent Assist, ensuring they meet agent and member needs.
• Use analytics to measure agent satisfaction, performance and impact on member outcomes, presenting relevant insights to leadership.
• Champion compliance, data security, and quality assurance in all agent-facing systems, according to industry standards and Humana policies.
• Guide cross-functional teams, promoting a culture of innovation and excellence in agent experience.

Required Qualifications:

• 8+ years of experience in end-user design, agent experience, customer experience, or a related role
• Experience with omni-channel experience design, digital transformation, and technology integration
• Experience with compliance frameworks and quality assurance in healthcare or technology settings.
• Expertise in process optimization, workflow design, and stakeholder engagement.

What can set you apart from others:

• Bachelor's degree or higher in Business, Technology, Healthcare Administration, or related field
• Experience in healthcare, pharmacy, or insurance industries
• Experience working with large, matrixed enterprises (e.g., Fortune 500 healthcare organizations).
• Familiarity with pharmacy benefit management and healthcare data integration
• Familiarity with Humana's platforms, such as MyHumana, Humana Pharmacy, and specialty pharmacy solutions.

Work-At-Home Requirements

To ensure Home or Hybrid Home/Office associate connectivity, the self-provided internet service of Home or Hybrid Home/Office associates must meet the following criteria:

• We recommend a minimum download speed of 25 Mbps and an upload speed of 10 Mbps; a wireless, wired cable or DSL connection is also recommended
• Leadership approval required for satellite, cellular and microwave connection.
• We will provide associates who live and work from Home in the state of California, Illinois, Montana, or South Dakota 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.

Interview Process

As part of our hiring process for this opportunity, we use an interviewing technology called HireVue to enhance our decision-making ability. HireVue allows us to quickly connect and gain valuable information from you regarding your relevant skills and experience at a time that is best for your schedule. If selected to move forward, you will receive outreach from HireVue (noreply@mail.modernhire.com) and an invitation to complete a text-based or self-recorded video screening.

Travel: While this is a remote positi