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Description

The 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.

The 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

About Us

Mission: 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 Employer