Senior Consumer Experience Professional

at Humana in Boise, Idaho, United States

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

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.

The Senior Consumer Experience Professional may leverage voice of the customer, NPSt, root cause, sentiment, effort, telling the story, call listening, member experience design, elimination and recognition of friction points, identifying automation/optimization opportunities, and empowering others in the organization 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.

Use your skills to make an impact

Required Qualifications

+ Bachelors Degree OR Equivalent Experience

+ Consumer Experience and/or Consumer Service Operations Experience

+ Prior experience managing implementations and business readiness processes

+ Proven ability to collaborate and thrive together

+ Proficiency in Microsoft Office Programs Word, PowerPoint, Excel

+ Ability to interpret assignments and understand department strategy

+ Critical thinker who can anticipate team needs and take initiative to present ideas, ask the right questions and deliver the highest quality work

+ Ability to interpret and communicate performance and outcomes

+ Excellent time management skills: ability to prioritize and handle multiple tasks with concurrent deadlines

+ Excellent communicator

+ Experience making decisions and working independently with little supervision

+ Must be passionate about contributing to an organization focused on delighting the customer

+ Optimize and analyze data to uncover insights, trends and create story driven reporting that is easily digestible for broader consumption.

+ Measure progress toward recommended goals, identify drivers and recommended actions.

Preferred Qualifications

Pharmacy experience

Call Center Support experience

InMoment Platform knowledge

PMP or CAPM a plus

SAS, SQL, PowerBI and/or Tableau experience

Advanced Excel experience (graphing, calculations, and automation to process large quantities of dat