Consumer Experience Lead

The Consumer Experience Lead ensures optimized interaction between a company and members. The Consumer Experience Lead works on the remediation of identified issues from the Resolution team Root Cause Engine hub to resolve member and provider abrasion points of a diverse scope.

You will report to the Director, Strategy Advancement.

Key Responsibilities:

• Lead cross-enterprise strategic and operational projects that solve root cause issues and improve performance, organisational effectiveness, and execution.
• Analyse complex issues to identify root causes, uncover improvement opportunities, and recommend sustainable solutions.
• Build relationships, influence decision-making at all levels, and communicate recommendations.
• Manage escalations, resolve issues, and be accountable for commitments, deliverables, and action items across teams.
• Strengthen operations through documentation, guides, self-service resources, process optimisation, and decision-support materials for leadership.

Requirements:

• Bachelor's degree.
• 3 or more years of experience in Healthcare Operations strategy, quality, risk, process improvement, or business transformation.
• 3 or more years leading complex, cross-functional initiatives, including work involving business areas, competing priorities, dependencies, and senior-level stakeholders.
• 3 or more years of experience leading through influence, building understanding among business and operational partners, navigating complex or sensitive discussions, and ensuring clear ownership of decisions and outcomes across functions.
• Strong analytical skills and demonstrated experience conducting root-cause and causal analysis using evidence, quantitative and qualitative data, interviews, process reviews, and hypothesis testing.
• Live in EST or CST time zone.

Preferred Qualifications:

• Demonstrated experience translating findings into remediation strategies, corrective actions, and measurable implementation plans at scale.
• Experience with operational excellence, root cause methodologies (five whys, fishbone, fault tree analysis, causal factor charting, CAPA) or business transformation efforts.
• Executive leadership experience with strong communication strategy skills.
• Bachelor's degree in business, healthcare administration, operations, analytics, engineering, organisational leadership, or a related field.

Work Arrangements:

• Remote position.
• Occasional travel to Humana's offices for training or meetings may be required.
• Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.

Scheduled Weekly Hours:

• 40 hours per week.

Pay Range:

• $104,000 - $143,000 per year.

Benefits:

• Medical, dental, and vision benefits.
• 401(k) retirement savings plan.
• Time off (including paid time off, company and personal holidays, paid parental and caregiver leave).
• Short-term and long-term disability.
• Life insurance.