Consumer Experience Lead - Member Growth & Retention

Humana; Columbia (SC); On-site; USD 104,000 - 143,000; Full time

Job summary

Humana in South Carolina seeks a Consumer Experience Lead to champion member advocacy and drive growth, retention, and satisfaction across the market. You will translate voice of the customer into actionable improvements, own market KPIs, and lead the Member Experience Workgroup.

You will collaborate with Enrollment, Transformation, and Provider Services teams, advance Go365 engagement, oversee benefits and incentives, and shape strategies to improve CAHPS scores and overall experience.

Qualifications

• Must reside in the state of South Carolina.
• Ability to travel up to 10% to Columbia SC for business.
• 8 or more years of consumer operations experience.
• 2 or more years of people or project leadership experience.
• Develop functional strategies to improve performance and consumer experience.
• Experience 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.

Responsibilities

• Serve as a member advocate, coordinating communications with members.
• Resolve member inquiries and problems and meet standards for resolution and access.
• Advise executives to develop functional strategies on matters of significance.
• Lead the Member Experience Workgroup and drive Go365 engagement and utilization.
• Oversee member benefits, services, and incentives; be the market point of contact for related teams.
• Develop strategies to improve CAHPS survey performance.

Skills

Consumer operations

Leadership

Analytics

Strategic thinking

Education

Bachelor's degree preferred

Job description

Humana in South Carolina seeks a Consumer Experience Lead to champion member advocacy and drive growth, retention, and satisfaction across the market. You will translate voice of the customer into actionable improvements, own market KPIs, and lead the Member Experience Workgroup.

You will collaborate with Enrollment, Transformation, and Provider Services teams, advance Go365 engagement, oversee benefits and incentives, and shape strategies to improve CAHPS scores and overall experience.