Consumer Experience Operations Lead - Digital Service & Chat Transformation

Humana - Work at Home3.7

Full-timeEstimated: $83,000 - $100,000 a year

The Consumer Experience Lead ensures optimized interaction between a company and members. The Consumer Experience Lead works on problems of diverse scope and complexity ranging from moderate to substantial.

The Consumer Experience Lead/Operations Manager will drive and deliver growth and improvements in live agent chat and automated chatbot digital service program. This role will leverage chat, service, call, digital VOC measures, NPSt, root cause, member experience design, elimination and recognition of friction points, identifying automation/optimization opportunities, empower others in the organization to create digital opportunities that improve the member and associate experience. Advises executives to develop functional strategies (often segment specific) to maximize live agent chat, chatbot and digital capability to deliver value. 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.

Required Qualifications

H.S. Diploma or equivalent
2+ years of program leadership experience with measurable program growth and value
Deep understanding of developing functional strategies
Experience in identifying optimization and automation solutions to develop and launch company initiatives
Experience with analytics, including program evaluation and optimization
Strategic thinking and planning capabilities; organized and detail-oriented
Demonstrates depth of experience in leading a multi-faceted digital service organization. Including digital service strategy development and implementation.
Demonstrates strong analytical skills, with the proven ability to make data driven decisions and draw insights from large data sets
Demonstrates strategic and operational business acumen with broad and deep technical knowledge and expertise
Preferred Qualifications

Bachelor's degree preferred
Experience in deploying live agent chat or automated chatbot capabilities
5+ years of chat and/or digital leadership experience in a large, multi-faceted service organization and/or service operations experience
History of Digital Program Valuation preferred
Knowledge of Humana's internal policies, procedures and systems
Six Sigma Certification
Scheduled Weekly Hours