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DescriptionThe Experience Strategy & Transformation Lead enhances the consumer experience by architecting experiences and building capabilities that will positively impact our customers. The Experience Strategy & Transformation Lead works on problems of diverse scope and complexity ranging from moderate to substantial.ResponsibilitiesThe Experience Strategy & Transformation Leader defines and leads transformations and experience improvements for an unconventional healthcare experience that will drive the future vision of the company's core businesses. In close partnership with the Healthcare Services segment, you will leverage deep empathy and understanding of customer needs and the care experience to advise executives on strategy and product design. If you thrive in an agile environment, this role is for you.Key responsibilities include:
Be an influential voice amongst business partners, advocating for customer needs and the experiences needed to meet those needs, leading to customer centric business strategies
Build strong relationships across the business and a deep understanding of business priorities and challenges
Use expertise in customer experience approaches to assess and scope the experience needs of the business
Leverage human centered design to define end to end experiences, priority journeys, and design specific product experiences steeped in customer insights
Understand the ecosystem - how individual touchpoints, products, and actors fit into the end to end experience and influence one another
Partner with enterprise leaders to identify product and technology requirements to enable the desired experience
Understand value levers and the intersection of experience with financial and health outcomes, and how to leverage data to make decisions
Provide expertise in the experience, bringing the voice of the customer to life through storytelling and advocacy
Exercise independent judgment and decision making on complex issues regarding job duties and related tasks; work under minimal supervision
Use judgment to synthesize and analyze various factors (qualitative and quantitative) and determine the best course of action
Role Requirements
Bachelor’s degree and 8+ years of experience
3+ years of Healthcare Experience, preferably in a clinical area
Experience driving work from strategy to execution
Experience leading cross-functional teams
Experience leveraging Human Centered Design methodologies or CX Certification
Demonstrated success in working on large, complex projects
Ability to adapt quickly and juggle multiple competing priorities in a fast paced environment
Strong verbal and written communication skills with the ability to comfortably and effectively communicate with a variety of business leaders
Demonstrated excellence in developing presentations to communicate strategies
Passion for improving health and the experience
Role Desirables
MBA or other Masters Degree
Consulting Experience with large firm
Scheduled Weekly Hours40About UsMission: At Humana, our cultural foundation is aligned to helping members achieve their best health by delivering personalized, simplified, whole-person healthcare experiences. Recognizing healthcare needs continue to evolve for each person, for each family and for each community, Humana continuously creates innovative solutions and resources that help people live their healthiest lives on their terms –when and where they need it. Our employees are at the heart of making this happen and that’s why we are dedicated to building an organization of dynamic talent whose experience and passion center on putting the customer first. Equal Opportunity EmployerIt is our policy to recruit, hire, train, and promote people without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity or expression, disability, or veteran status, except where age, sex, or physical status is a bona fide occupational qualification. View the EEO is the Law poster.If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact mailboxtasrecruit@humana.com for assistance.Humana Safety and SecurityHumana will never ask, nor require a candidate provide money for work equipment and network access during the application process. If you become aware of any instances where you as a candidate are asked to provide information and do not believe it is a legitimate request from Humana or affiliate, please contact mailboxtasrecruit@humana.com to validate the request.
