USACares Jobs

Job Information

Humana Consumer Experience Lead in Canton, Ohio

Description

Be a part of our Business Management Organization – delivering value and quality in a fast paced environment. The Operational Readiness Lead will lead ongoing oversight and management of Annual Enrollment Period and January Readiness and internal management of the introduction of new and modified service experiences for Enterprise Shared Services. This role is focused on ensuring all Annual Enrollment and January readiness and change efforts introduced to our Contact Centers are executed and delivered flawlessly; meeting expected outcomes and driving results. • Advises executives to develop functional strategies on matters of significance. Exercises independent judgment and decision making on complex issues regarding job duties and related tasks, and works under minimal supervision, Uses independent judgment requiring analysis of variable factors and determining the best course of action.

Responsibilities

Be a part of our Business Management Organization – delivering value and quality in a fast paced environment. The Operational Readiness Lead will oversee and manage the Annual Enrollment Period and January Readiness and internal management of the introduction of new and modified service experiences for Enterprise Shared Services.

Advises executives to develop functional strategies on matters of significance. Exercises independent judgment and decision making on complex issues regarding job duties and related tasks, and works under minimal supervision, Uses independent judgment requiring analysis of variable factors and determining the best course of action.

We are seeking a Consumer Experience Lead who will be responsible for operational readiness and…

  • This role will require strategic management, business process leadership and data analytic skills to not only understand current state but use data to identify area of opportunities for sustainable improvements.

  • Responsibilities will involve planning, organizing, leading and controlling insights to actions through cross functional teaming for execution and desired outcomes.

  • Lead the ESS Annual Enrollment Period & January Readiness Oversight & Management

  • Assist the Product Owner in leading the agile squad deliverables.

  • Improvement of the operational readiness framework and artifacts, playbook and checklist of minimums for continuous improvement in alignment annual enrollment and January readiness.

  • Work closely with multiple ESS functions and organizations to evaluate operational readiness.

Required Qualifications

  • Requires a Bachelor's degree

  • 8 or more years of consumer operations experience

  • 2 or more years of project leadership experience

  • Deep understanding of developing functional strategies

  • Experience with analytics, including program evaluation and optimization

  • Strategic thinking and planning capabilities; organized and detail-oriented

  • Agile Scrum and Product Owner knowledge and skills

  • Strong Operational Readiness experience

  • Exceptional communication skills, verbal and written

  • Assess organizational and operational capability gaps within and across disciplines and determine way forward recommendations.

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

Preferred Qualifications

  • Master's Degree

  • Scrum or Product Owner Certification

  • Training and Development experience

Scheduled Weekly Hours

40

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

It 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 Security

Humana 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.

DirectEmployers