Director - Customer Experience Portfolio Strategy

Profile

Description

The Director, Innovation Portfolio Strategy utilizes ideas, identifies innovation opportunities, and translates ideas into actionable and profitable business. The Director, Innovation Portfolio Strategy requires an in-depth understanding of how organization capabilities interrelate across the function or segment.

Responsibilities

As a customer-centered organization, Humana continues to invest in new ways of better serve the needs of our members, our providers and our associates. As part of that effort, we are evolving our customer experience portfolio and looking for a Director, Customer Experience Portfolio Strategy, responsible for leading the development and execution of the Customer Experience strategy supporting the Experience Transformation organization and Enhance Customer Experience Portfolio, to include the following responsibilities:

Define and align the organization to a comprehensive Customer Experience vision, strategy and three-year plan that outlines the key initiatives and deliverables that will enable the delivery of one integrated, personalized and effortless health insurance omni-channel experience for each Medicare Advantage member. In addition, establish a common understanding and taxonomy of the end-to end customer experience at Humana and where we have the greatest opportunity to drive enterprise value through experience.

Develop and execute a comprehensive customer experience framework that clearly defines all the Jobs to Be Done across all key stakeholder audiences (Members, Caregivers, Providers, Humana), encompassing all experience elements from aging-in to Medicare/Medicare Advantage to end-of-life care.

Coordinate and align all enterprise functions supporting the scope of the strategy and experience/jobs to be done framework, to include core insurance functions - Customer Segment, Product, Marketing, Clinical, RCC, along with key CenterWell functions - Pharmacy, Clinical, In-Home, driving to one integrated enterprise strategy and approach.

Develop and align the organization to a new CX operating model that will advance customer experience/journey management to include, defining new capabilities required (people, process and technology) to enable real-time omni-channel experience management and activate CX vision and strategy.

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

Working with the Customer Segment group, integrate, advance and activate the new needs-based customer segmentation model by translating the segmentation insights into a cohesive customer segment strategy for each priority segment, that will define the unique experience strategies that will optimize retention, cost-to-serve, long-term customer lifetime value, satisfaction and loyalty to Humana.

Establish and facilitate a process of identifying, socializing, and prioritizing key member experience opportunities with leaders across our organization.

Be a visible, vocal advocate of our Customer-First experience strategy to foster team understanding, alignment, engagement and support.

Build out a world-class Customer Experience organization.

An exceptional Customer Experience Director will:

Always lead with a customer-first mindset

Demonstrate effective communication skills that provides clarity to multi-disciplinary teams

Form trusted relationships across teams and key stakeholders to enable optimum result

Effectively navigate organizational dynamics to move both stakeholders and team members along with a pragmatic focus on impact

Effectively frame problems in a way that is distinct and actionable, and leads to value creation for the customer and the company

Ability to parse signal from noise and prioritize the delivery of high impact work and outcomes

Operate as a servant-leader and ensuring teams are empowered to do their best work

Build a culture that demonstrates collaboration, shared success and a focus on the team versus individuals

Maintains an outside-in perspective

Required Qualifications

Bachelors Degree

10 years experience in customer experience management

5 years of management experience

Must be passionate about contributing to an organization focused on continuously improving consumer experiences

Preferred Qualifications

Experience in research tools, PowerBI and related platforms

Scheduled Weekly Hours

40

Humana complies with all applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sex, sexual orientation, gender identity or religion. We also provide free language interpreter services. See our https://www.humana.com/legal/accessibility-resources?source=Humana_Website.

Company info

Humana Inc.
Website : http://www.humana.com