Senior Consumer Experience Professional

Profile

Description

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.

Responsibilities

The Senior Consumer Experience Professional may leverage voice of the customer, NPSt, root cause, telling the story, call listening, member experience design, elimination and recognition of friction points, identifying automation/optimization opportunities, empower others in the organization to speak up and voice opportunities to improve the member experience. Begins to influence department's strategy. Makes decisions on moderately complex to complex issues regarding technical approach for project components, and work is performed without direction. Exercises considerable latitude in determining objectives and approaches to assignments.

Department of Defense contract requires U.S. citizenship

Requires process to obtain Government Security Clearance, eQIP, to work on government systems

Required Qualifications

Associate's Degree or minimum 4 years consumer experience or project management experience

Our Department of Defense contract requires U.S. citizenship

If offered a position with Humana Government Business you would be required to go through the eQIP process to obtain Government Security Clearance to work on government systems

Intermediate or better working knowledge using all Microsoft Office Programs including Word, PowerPoint, Excel, and Access

Ability to interpret assignments and understand department strategy

Excellent time management skills

Experience making decisions and working independently with little supervision

Must be passionate about contributing to an organization focused on continuously improving consumer experiences

Additional Requirements/Adherence:

Workstyle: Remote Work at Home

Location: U.S.

Hours: 8:00 AM 5:00 PM Eastern

Travel: Minimal 10% annual events or as needed for business

Remote Work at Home Requirements:

Must have a separate room with a locked door that can be used as a home office, to ensure you and your patients have absolute and continuous privacy while you work.

Must have accessibility to high speed DSL or Cable modem for a home office with minimum speeds of 25Mx10M for a home office (Wireless and Satellite are prohibited)

Driver License, Automobile Insurance, Reliable Transportation:

This role is part of Humana's Driver safety program and therefore requires an individual to have a valid state driver's license and proof of personal vehicle liability insurance with at least 100,000/300,000/100,000 limits.

Preferred Qualifications

Bachelor's

Knowledge of Humana Military policies and procedures

Knowledge of A.I. chatbot

Additional Information

Covid Policy

Humana and its subsidiaries require vaccinated associates who work outside of their home to submit proof of vaccination, including COVID-19 boosters. Associates who remain unvaccinated must either undergo weekly negative COVID testing OR wear a mask at all times while in a Humana facility or while working in the field.

Interview Format

As part of our hiring process, we will be using an exciting interviewing technology provided by Montage, a third-party vendor. This technology provides our team of recruiters and hiring managers an enhanced method for decision-making.

If you are selected to move forward from your application prescreen, you will receive correspondence inviting you to participate in a pre-recorded Voice Interview and/or an SMS Text Messaging interview. If participating in a pre-recorded interview, you will respond to a set of interview questions via your phone. You should anticipate this interview to take approximately 10-15 minutes.

If participating in a SMS Text interview, you will be asked a series of questions to which you will be using your cell phone to answer the questions provided. Expect this type of interview to last anywhere from 5-10 minutes. Your recorded interview(s) via text and/or pre-recorded voice will be reviewed and you will subsequently be informed if you will be moving forward to next round of interviews.

Scheduled Weekly Hours

40

Company info

Humana Inc.
Website : http://www.humana.com