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Digital Services Experience Lead



Kentucky, USA · Remote
Posted on Tuesday, June 4, 2024

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

Humana continues to invest in new ways to better serve the needs of our customers, including members, providers and associates. In this dynamic position, you will play a crucial role in optimizing the end-to-end experience by leveraging journey analytics, collaborating with marketing and operations teams, and ensuring improvements and innovations are tested early and rigorously to drive positive outcomes aligned with Humana's mission and member value.

Experience Demonstrating:

1. Customer Journey and Business Process Mapping

Develop comprehensive, end-to-end, cross-channel experience diagrams of Humana's health insurance services.

Interpret feedback and use journey analytics software to generate actionable insights into Humana's customer interactions, identifying areas for improvement and innovation. Identify, prioritize, and socialize key member experience opportunities with leaders across our organization.

Working with our data and technology partners, explore, define and execute the required journey visualization and interaction management tools that will enable real-time experience management. Support/oversee pilot testing, rollout and change management of all new journey management tools across teams.

2. Service Management

Partner with our technology, product, data and analytics teams to define, design and execute the data, technology, processes, and infrastructure that will enable real-time omni-channel experience management.

Develop comprehensive Customer Experience measurement systems. This effort will include defining and measuring business and member value, cost-to-serve, customer effort, associate effort, interaction drop-off, task completion, customer satisfaction (NPS) and member retention.

3. Continuous Improvement and Innovation Testing

Partner with call center operations to streamline processes, ensuring a cohesive and positive customer experience across all touchpoints.

Establish a continuous monitoring system, utilizing real-time data to identify and address issues promptly in accordance with Humana's customer-centric approach.

Implement A/B testing or pilot programs, emphasizing a testing-to-learn approach to de-risk innovation and iterate on service designs based on results and feedback.

4. Leading Collaborative Teams

Fostering collaboration with partners in marketing and call center operations. Work closely with cross-functional teams within the Experience Transformation practice to seamlessly integrate journey analytics findings into service design improvements.

Desired Behaviors:

  • Customer-first. Advocate for the ‘Job to Be Done’ that serves what the member wants and needs from us. Be a visible, vocal advocate of our member-centric experience strategy to foster team understanding, alignment, engagement and support.

  • Communicating through numbers, pictures, and words. Excellent communication skills, with the ability to convey technical findings to both technical and non-technical multi-disciplinary teams. Form trusted relationships across teams and key stakeholders to inspire optimum results.

  • Teamwork and stakeholder enablement. Effectively navigate organizational dynamics by progressing stakeholders and team members towards a pragmatic focus on impact and value. Operate as a servant-leader and ensuring teams are empowered to do their best work.

  • Problem framing. Strong analytical and problem-solving skills with the ability to derive actionable insights from complex datasets. Ability to parse signal from noise and prioritize the delivery of high impact work and outcomes. Maintains an outside-in perspective.

  • Familiarity with and sharing Humana's mission and commitment to healthcare innovation.

Use your skills to make an impact

Required Qualifications

  • Bachelor's Degree in Business, Design, Engineering, Anthropology, Data Science, or a related field

  • At least 5 years of experience in consulting or in-house roles

  • Prior experience interpreting feedback and using journey analytics software to generate actionable insights and identify areas for improvement/innovation

  • Prior experience working with cross-functional teams in streamlining processes and removing barriers to ensure a cohesive experience across all touchpoints

  • Excellent communication skills and the ability to convey technical findings to a non-technical audience

  • Strong analytical and problem-solving skills with the ability to derive actionable insights from complex datasets

  • Experience leading successful teams

Preferred Qualifications

  • Masters Degree

  • Ten years of experience in consulting or in-house roles

Work-At-Home Information

To ensure Home or Hybrid Home/Office employees’ ability to work effectively, 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 recommended; 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 business requirements for their position/job.

  • Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information

Scheduled Weekly Hours


Pay Range

The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.

$112,400 - $154,900 per year

This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.

Description of Benefits

Humana, Inc. and its affiliated subsidiaries (collectively, “Humana”) offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.

About us

Humana Inc. (NYSE: HUM) is committed to putting health first – for our teammates, our customers and our company. Through our Humana insurance services and CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health – delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare, Medicaid, families, individuals, military service personnel, and communities at large.

Equal Opportunity Employer

It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. It is also the policy of Humana to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.