Humana Consumer Experience Lead in Chattanooga, Tennessee
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.
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.
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
Scrum or Product Owner Certification
Training and Development experience
Scheduled Weekly Hours
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.
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