# Consumer Experience Lead

**Company**: Humana Inc.
**Location**: Remote Kentucky
**Work arrangement**: remote
**Experience**: senior
**Job type**: full-time
**Salary**: $104,000 - $143,000 per year
**Category**: Healthcare
**Industry**: Healthcare

**Apply**: https://humana.wd5.myworkdayjobs.com/en-US/Humana_External_Career_Site/job/Remote-Kentucky/Consumer-Experience-Lead_R-437286?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/job/consumer-experience-lead-27fd240f-86f/

## Description

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.

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## Skills

### Required
- root-cause analysis
- process improvement
- business transformation
- analytical skills
- communication strategy

### Nice to have
- operational excellence
- executive leadership
- remediation strategies

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Source: [Apply at humana.wd5.myworkdayjobs.com](https://humana.wd5.myworkdayjobs.com/en-US/Humana_External_Career_Site/job/Remote-Kentucky/Consumer-Experience-Lead_R-437286?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)