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

Humana continues to invest in new ways to better serve the needs of our customers, including members, providers and associates. In this dynamic position, you will play a crucial role in optimizing the end-to-end experience by leveraging journey analytics, collaborating with marketing and operations teams, and ensuring improvements and innovations are tested early and rigorously to drive positive outcomes aligned with Humana's mission and member value.

Experience Demonstrating: 

 

1. Customer Journey and Business Process Mapping 

Develop comprehensive, end-to-end, cross-channel experience diagrams of Humana's health insurance services.  

Interpret feedback and use journey analytics software to generate actionable insights into Humana's customer interactions, identifying areas for improvement and innovation. Identify, prioritize, and socialize key member experience opportunities with leaders across our organization. 

Working with our data and technology partners, explore, define and execute the required journey visualization and interaction management tools that will enable real-time experience management. Support/oversee pilot testing, rollout and change management of all new journey management tools across teams.  

 

2. Service Management 

Partner with our technology, product, data and analytics teams to define, design and execute the data, technology, processes, and infrastructure that will enable real-time omni-channel experience management.  

Develop comprehensive Customer Experience measurement systems. This effort will include defining and measuring business and member value, cost-to-serve, customer effort, associate effort, interaction drop-off, task completion, customer satisfaction (NPS) and member retention. 

 

3. Continuous Improvement and Innovation Testing 

Partner with call center operations to streamline processes, ensuring a cohesive and positive customer experience across all touchpoints.  

Establish a continuous monitoring system, utilizing real-time data to identify and address issues promptly in accordance with Humana's customer-centric approach. 

Implement A/B testing or pilot programs, emphasizing a testing-to-learn approach to de-risk innovation and iterate on service designs based on results and feedback. 

4. Leading Collaborative Teams 

Fostering collaboration with partners in marketing and call center operations. Work closely with cross-functional teams within the Experience Transformation practice to seamlessly integrate journey analytics findings into service design improvements. 

Desired Behaviors: 

• Customer-first. Advocate for the ‘Job to Be Done’ that serves what the member wants and needs from us. Be a visible, vocal advocate of our member-centric experience strategy to foster team understanding, alignment, engagement and support. 

• Communicating through numbers, pictures, and words. Excellent communication skills, with the ability to convey technical findings to both technical and non-technical multi-disciplinary teams. Form trusted relationships across teams and key stakeholders to inspire optimum results. 

• Teamwork and stakeholder enablement. Effectively navigate organizational dynamics by progressing stakeholders and team members towards a pragmatic focus on impact and value. Operate as a servant-leader and ensuring teams are empowered to do their best work.  

• Problem framing. Strong analytical and problem-solving skills with the ability to derive actionable insights from complex datasets. Ability to parse signal from noise and prioritize the delivery of high impact work and outcomes. Maintains an outside-in perspective. 

• Familiarity with and sharing Humana's mission and commitment to healthcare innovation. 

Use your skills to make an impact
 

Required Qualifications

• Bachelor's Degree in Business, Design, Engineering, Anthropology, Data Science, or a related field 

• At least 5 years of experience in consulting or in-house roles

• Prior experience interpreting feedback and using journey analytics software to generate actionable insights and identify areas for improvement/innovation

• Prior experience working with cross-functional teams in streamlining processes and removing barriers to ensure a cohesive experience across all touchpoints

• Excellent communication skills and the ability to convey technical findings to a non-technical audience

• Strong analytical and problem-solving skills with the ability to derive actionable insights from complex datasets

• Experience leading successful teams 

Preferred Qualific