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Humana Consumer Experience Lead - Channel Optimization in Boston, Massachusetts

Description

The Consumer Experience Lead ensures optimized interactions when servicing our customers. The Consumer Experience Lead works on problems of diverse scope and complexity ranging from moderate to substantial.

Responsibilities

This is a remote working role for Humana Pharmacy (not Humana insurance). Humana Pharmacy is an at home pharmacy that delivers prescription and OTC products direct to customer homes.

This Consumer Experience Lead will report to the Director of Service Experience and Operations, Humana Pharmacy.

This role will be a part of the Pharmacy Service Experience Team. This team is focused on delivering exceptional compassion, unmatched reliability, and revolutionary convenience. To support that, this team delivers insights, action, and deliverables using a customer centered approach that is dedicated to:

  • Anticipating customer needs and Humana's competitive opportunities.

  • Leading with digital-first mindset to remove customer friction and improve the overall experience. Helping partners make digital-first shift and simplifying the digital experience for greater adoption.

  • Helping to prioritize, connect, and accelerate delivery to improve the end-to-end customer experience.

This Consumer Experience Lead role for Channel Optimization will create and drive strategy and tactics to improve the customer experience, increase engagement, and grow incremental revenue and retention through a single and/or multi-channel approach.

The ideal candidate will have expert knowledge and experience working within omni channel/digitally lead, service, eCommerce, and customer experience. They will have experience and demonstrated examples of strategy, execution, and working with cross functional partners and teams.

Responsibilities:

  1. Create an omni channel strategy that helps service our customers by using the right channel, right place, right time.

  2. Understand which channels are playing the largest roles at each stage of the dynamic customer journey.

  3. Strategy and execution on inbound and outbound/offline to online omni channel use, messaging, connectivity, and effectiveness.

  4. Leverage the strengths of each channel to support channel switching and to be more effective.

  5. Create insights on driving a 'digital first' mindset through channel optimization.

  6. Establish success metrics for areas of optimization.

  7. Understand market trends that may impact business, channels, and experience.

Required Qualifications:

  • 8 or more years of consumer experience

  • 2 or more years of product leadership experience

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

  • Certified or experience in working through Agile and Design Thinking

  • Deep understanding of developing functional strategies

  • Experience in identifying optimization and automation solutions to develop and launch initiatives

  • Experience with analytics, including program evaluation and optimization

  • Leading through influence

  • Intellectual curiosity, structured thinking, and a comfort with ambiguity

  • Demonstrated ability to lead cross functional projects through successful completion

  • Strong, demonstrated skills developing insights from analysis, and action from insights

  • Strong, demonstrated strategic, analytical thinking, and consulting skills

  • Demonstrated understanding of business and digital strategy

  • Clear and concise oral and written communication skills and strong interpersonal skills

Additional Information:

  • Location: Remote, minimal travel required for occasional business meetings

  • Must be willing to work in EST

  • Humana and its subsidiaries require vaccinated associates who work outside of their home to submit proof of vaccination, including COVID-19 boosters. Associates who remain unvaccinated must either undergo weekly negative COVID testing OR wear a mask at all times while in a Humana facility or while working in the field.

Scheduled Weekly Hours

40

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