Enterprise Transformation Lead

With over 10 million sales interactions annually, Humana understands that while great products are important, it’s the quality of our service that truly defines us. We know that when our members and prospects have delightful and memorable experiences, it strengthens their connection with us and enables us to put their Health First. After all, a health services company that has multiple ways to improve the lives of its customers is uniquely positioned to put those customers at the center of everything it does.

The Enterprise Transformation Lead will drive differentiation of Humana's sales experience for beneficiaries, sales agents, and those who support them. The Lead ensures that the Humana Handshake represents a world-class interaction, creating exceptional sales experiences that earn the trust of members and agents for life. Supporting the Green Glove program, this role collaborates closely with cross-functional teams to create and prioritize a roadmap for how we evolve our experiences by identifying barriers, designing and evaluating tests, influencing the implementation and scale of experiences that work.

• Roadmap Ownership: Develop and manage a roadmap focused on enhancing the sales experience, from acquisition to retention, with a focus on growth, retention, and engagement/satisfaction KPIs.

• Outcome Ownership: Translate broad goals into clear action and measurable outcomes. Take accountability for delivering results and overcoming obstacles along the way. Prioritize and re-prioritize to drive growth, retention, and engagement/satisfaction KPIs while adapting to changing business conditions and requirements.

• Opportunity Identification: Collaborate across the Enterprise to identify and prioritize opportunities to improve member experiences. Interview stakeholders, leverage customer feedback, request and interpret performance data, and use business insights to determine where effort will have the greatest impact.

• Problem Analysis: Investigate complex business challenges to look beyond symptoms and understand true root causes. Gather and synthesize information from multiple sources, challenge assumptions, and develop evidence-based recommendations.

• Solution Development and Refinement: Turn insights into action. Define actionable requirements so we can design, test, and implement solutions that improve member experiences. Establish clear success measures, make decisions in ambiguity, and drive progress without waiting for detailed instructions. Evaluate results and refine approaches based on what works.

• Change Leadership: Build alignment and commitment across teams while maintaining focus on execution. Influence without authority, navigate ambiguity, and help stakeholders move from discussion to action. Ensure seamless integration and process efficiency as we test and scale new ideas.

• Performance Reporting and Governance: Measure what matters. Monitor initiative performance, communicate results, and use data and customer insights to identify opportunities, inform decisions, and guide future action. Continuously seek opportunities to improve outcomes, processes, and experiences.

• Customer Obsessed, Curious, and Empathetic – High degree of empathy for customers, leveraging data and feedback to address pain points and drive meaningful improvements.

• Critical Thinking & Problem Solving – Quickly understands complex business challenges, challenges assumptions, identifies root causes, assesses value and priority, and develops practical recommendations grounded in evidence.

• Prioritization & Business Judgment – Skilled at balancing customer, agent, and business needs to focus effort where it will have the greatest impact. Understands when…