Senior Consumer Professional

Become a part of our caring community and help us put health first

The Senior Consumer Experience Professional will report to the Consumer Experience Lead and 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 drives organization‑wide improvement by translating customer insights into actionable change.

This role leverages voice‑of‑the‑customer analytics, NPS trends, root‑cause analysis, sentiment and effort scoring, and call‑listening insights to influence data‑driven decisions. By telling a compelling story with data, this leader identifies friction points, designs solutions that improve the end‑to‑end member experience and uncovers opportunities for automation and optimization. They partner across the business to socialize insights, gain alignment, and empower teams to take action that elevates the member experience.

• Begin to influence department's strategy.
• Make decisions on moderately complex to complex issues regarding technical approach for project components and perform work without direction.
• Exercise considerable latitude in determining goals and approaches to assignments.
• Experience making decisions using resources and compliance guidance.
• Interpret assignments and understand department strategy
• Interpret needs and initiate and present ideas, anticipated performance and outcomes.
• Manage multiple projects and prioritize based on competing deadlines.
• Must be passionate about contributing to an organization focused on delighting the customer.

• Minimum five (5) years of Consumer Experience and/or Consumer Service Operations Experience
• Prior experience managing implementations and business readiness processes
• Professional working knowledge using Microsoft Office Programs Word, PowerPoint, Excel, and Outlook.
• 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.

• Associates or higher degree
• Pharmacy experience
• Call Center Support experience
• VoC Platform knowledge
• PMP or CAPM
• Advanced Excel user experience with ability performing complex functions such as graphing, calculations, and automation to process large quantities of data.

Remote Work at Home

U.S.

This is a salaried paid position and typically is a 40-hour work week, Monday - Friday 8:00 AM to 4:30 PM Central Time and may fluctuate to meet needs.

Less than 5% or 1 time quarterly as needs require.

To ensure Home or Hybrid Home/Office employees' ability to work, the self‑provided internet service of Home or Hybrid Home/Office employees must meet the following criteria:
At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested. Satellite, cellular and microwave connection can be used only if approved by leadership. Employees who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense.

Humana will provide Home or Hybrid Home/Office employees with telephone equipment appropriate to meet the requirements for their position/job. Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.

Humana values personal identity protection. Please be aware that you may be asked to provide your Social Security Number, if it is not already on file. When required, an email will be sent from  with instructions on how to add the information into your official application on Humana's secure website.

As part of our hiring process for this opportunity, we will use an interviewing technology called Hire Vue to enhance our recruiting process. Hire Vue allows us to quickly connect and gain valuable information from…