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Consumer Experience Lead - Work at Home

Humana

Location: Tampa, FL 33603
Type: Non-Remote
Posted on: February 10, 2021
This job is no longer available from the source.
**Description** The Consumer Experience Lead is a proven data-driven leader who is passionate about the consumer journey. 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. **Responsibilities** The Consumer Experience Lead may leverage voice of the customer, NPSt, Sentiment, Effort, root cause, telling the story, call listening, member experience design, elimination and recognition of friction points, identifying automation/optimization opportunities, and empowering others in the organization to speak up and voice opportunities to improve the member experience. Responsibilities + Lead a team of Consumer Experience Professionals focused on providing VOC insights, recommendations, business readiness, and support for assigned areas + Lead implementation of analytical tools and measure the customer success along the journey + Utilize data from customer insights and KPIs to make data-driven recommendations on initiatives to improve the customer experience. + Understand and measure the impact of our consumer experience initiatives, establish baselines, recommend goals and measure progress towards those goals driven by key initiatives. + Work across operations teams, interaction channels and journey teams to address customer experience challenges + Partner with stakeholders across multiple areas to define and meet engagement scope while delivering results that meet business objectives. + Advises executives to develop functional strategies (often segment specific) on matters of significance. + Act as a primary point of internal contact for VOC initiatives and consumer experience analytics + 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** + Bachelor's degree + Consumer Experience and/or Consumer Service Operations experience + Experience leading and implementing/executing innovative solutions to improve business processes, products and consumer experience + Experience in leading change management, driving decision-making, and providing thought leadership + Extensive background and understanding of consumer experience KPI's, data and analytics + 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, root cause identification, optimization and evaluation + Strategic thinking and planning capabilities; organized and detail-oriented + Strong interpersonal skills and excellent emotional intelligence + Must be passionate about contributing to an organization focused on delighting the customer + Proficiency in verbal and written communication to senior and executive leadership **Preferred Qualifications** + 3+ years leadership experience + Graduate degree preferred + InMoment Platform experience + 8 or more years of Consumer Experience and/or Consumer Service Operations experience + 3+ years' experience leading and implementing/executing innovative solutions to improve business processes, products and consumer experience **Additional Information** This is a work at home position **Scheduled Weekly Hours** 40 <>
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• Financial Services