Consumer Experience Lead: Member Growth & Retention

Humana; Orangeburg (SC); Presencial; USD 104.000 - 143.000; Jornada completa

Descripción de la vacante

Humana in South Carolina seeks a Consumer Experience Lead to drive member engagement, retention, and satisfaction. You will leverage NPS insights, design member experiences, and lead cross-functional teams to remove friction and improve KPIs across Go365, Enrollment, and Member Services.

You will mentor the Member Experience Workgroup, collaborate with Provider Services and Transformation, and develop strategies to enhance CAHPS performance while aligning with market goals and values.

Formación

• Must reside in the state of South Carolina.
• Travel up to 10% to Columbia, SC for business.
• 8+ years of consumer operations experience.
• 2+ years of people or project leadership experience.
• Develop functional strategies to improve performance and consumer experience.
• Experience with analytics, program evaluation and optimization.
• Strategic thinking and planning capabilities; organized and detail-oriented.

Responsabilidades

• Serve as member advocate, coordinate communications with members.
• Coordinate issues with appropriate areas within the organization.
• Resolve member inquiries/problems and meet standards for resolution, telephone abandonment rates and telephone hold times; assist members to access culturally competent, high quality integrated medical and Behavioral Health care.
• Advise executives to develop functional strategies (often segment specific) on matters of significance.

Conocimientos

Consumer operations

People leadership

Project leadership

Analytics

Strategic thinking

Planning

Educación

Bachelor's degree preferred

Descripción del empleo

Humana in South Carolina seeks a Consumer Experience Lead to drive member engagement, retention, and satisfaction. You will leverage NPS insights, design member experiences, and lead cross-functional teams to remove friction and improve KPIs across Go365, Enrollment, and Member Services.

You will mentor the Member Experience Workgroup, collaborate with Provider Services and Transformation, and develop strategies to enhance CAHPS performance while aligning with market goals and values.