Become a part of our caring community and help us put health firstThe 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 impactRequired 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 QualificationsPharmacy experienceCall Center Support experienceInMoment Platform knowledgePMP or CAPM a plusSAS, SQL, PowerBI and/or Tableau experienceAdvanced Excel experience (graphing, calculations, and automation to process large quantities of data)Scheduled Weekly Hours40Pay RangeThe compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay decisions will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.$69,800 - $96,200 per yearThis job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.Description of BenefitsHumana, Inc. and its affiliated subsidiaries (collectively, 'Humana') offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.About usAbout CenterWell Pharmacy: CenterWell Pharmacy provides safe, reliable pharmacy care and is committed to excellence and quality. Through our home delivery services, over-the-counter fulfillment services and retail locations, our dedicated pharmacy team works to put wellness front and center every day. CenterWell Pharmacy promotes medication adherence through strong clinical programs that make medication management simple.About CenterWell, a Humana company: CenterWell creates experiences that put patients at the center. As the nation's largest provider of senior-focused primary care, one of the largest providers of home health services, and fourth largest pharmacy benefit manager, CenterWell is focused on whole-person health by addressing the physical, emotional and social wellness of our patients. As part of Humana Inc. (NYSE: HUM), CenterWell offers stability, industry-leading benefits, and opportunities to grow yourself and your career. We proudly employ more than 30,000 clinicians who are committed to putting health first - for our teammates, patients, communities and company. By providing flexible scheduling options, clinical certifications, leadership development programs and career coaching, we allow employees to invest in their personal and professional well-being, all from day one.Equal Opportunity EmployerIt is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. It is also the policy of Humana to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.Humana complies with all applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sex, sexual orientation, gender identity or religion. We also provide free language interpreter services. See our https://www.humana.com/legal/accessibility-resources?source=HumanaWebsite.