Consumer Experience Readiness Lead

Humana, Inc.; City of Albany (NY); Remote; USD 104,000 - 143,000; Full time

Benefits offered by this job

Bonus incentive plan

Travel opportunities

Job summary

Humana, Inc. is seeking a Consumer Experience Readiness Lead to guide enterprise readiness across people, processes, products, technology, and workflows during large-scale initiatives.

You will partner with business, technology, operations, clinical, and leadership to plan, execute, and measure readiness for successful adoption. The role requires strong healthcare operations experience, cross-functional leadership, and the ability to navigate regulatory environments.

Qualifications

• 8+ years in operational readiness, change management, implementation, program management, or transformation.
• Experience leading large-scale cross-functional initiatives in healthcare/insurance.
• Experience assessing organizational impacts across people, processes, technology and workflows.
• Strong program and project leadership with cross-level influence.
• Experience developing readiness plans, governance, risk mitigation, and roadmaps.
• Experience with Agile and/or Waterfall delivery.

Responsibilities

• Develop and execute enterprise readiness strategies for change.
• Partner with business, technology, operational, clinical, training and leadership teams for implementation and adoption.
• Assess readiness risks across people, processes, technology, and customer experience.
• Establish readiness plans, governance, and transition activities.
• Lead pre-, during, and post-implementation activities to realize business outcomes.
• Facilitate risk mitigation, decision-making, and continuous improvement.

Skills

Operational readiness

Change management

Program management

Cross-functional leadership

Agile/Waterfall

Analytical thinking

Executive communication

Ambiguity navigation

Education

Business/Healthcare Admin/Leadership degree

Tools

None

Job description

Become a part of our caring community

The Consumer Experience Readiness Lead is responsible for overseeing the strategic planning, execution, and delivery of readiness activities across enterprise initiatives, including implementations, modernizations, decommissions, service response efforts, operational transformations, and large-scale change programs.

This role ensures organizational readiness across people, processes, products, technology, and operational workflows to support successful adoption and business outcomes. The incumbent will partner with business, technology, operations, clinical, and enterprise stakeholders to develop and execute readiness strategies, identify and mitigate risks, and drive continuous improvement throughout the change lifecycle.

The ideal candidate brings a strong understanding of healthcare operations, including experience within payer and/or clinical environments, and has demonstrated success leading complex cross-functional initiatives in highly regulated and rapidly evolving environments.

The Consumer Experience Readiness Lead will be responsible for leading cross-functional and cross-organizational readiness efforts supporting enterprise initiatives and transformational programs. This includes implementations, operational changes, technology deployments, modernization efforts, decommissions, service response initiatives, and continuous improvement programs.

The incumbent will:

• Develop and execute enterprise readiness strategies that prepare teams, processes, and operational capabilities for change.

• Partner with business, technology, operational, clinical, training, communications, and leadership teams to ensure successful implementation and adoption of solutions.

• Assess organizational impacts and readiness risks across people, processes, products, technology, and customer experience.

• Establish readiness plans, success metrics, governance processes, and operational transition activities.

• Lead pre-implementation, implementation, stabilization, and post-implementation activities to ensure desired business outcomes are realized.

• Facilitate issue resolution, risk mitigation, decision-making, and continuous improvement throughout the change lifecycle.

• Support operational recovery and service response efforts when significant business or technology disruptions occur.

• Drive standardization and maturity of readiness practices across enterprise programs and initiatives.

The Consumer Experience Readiness Lead exercises independent judgment and decision-making on highly complex issues and serves as a trusted advisor to business and operational leaders regarding readiness strategy, implementation planning, and organizational adoption.

Use your skills to make an impact

Required Qualifications

• 8+ years of operational readiness, change management, implementation, program management, or transformation experience.

• Experience leading large-scale cross-functional initiatives in healthcare, insurance, clinical operations, or related industries.

• Demonstrated experience assessing organizational impacts across people, processes, technology, and operational workflows.

• Strong program and project leadership experience with the ability to influence across all organizational levels.

• Experience developing readiness plans, governance processes, risk mitigation strategies, and implementation roadmaps.

• Experience with Agile and/or Waterfall delivery methodologies.

• Strong analytical, problem-solving, and continuous improvement skills.

• Excellent written, verbal, facilitation, and executive communication skills.

• Strategic thinker with the ability to balance enterprise objectives with operational execution.

• Ability to navigate ambiguity and lead through organizational change.

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

• Must have ability to support occasional after-hours deployments based on business need (may include weekends)

Preferred Qualifications

• Experience within both health insurance and clinical healthcare environments.

• Experience supporting large-scale technology implementations, operational transformations, or modernization programs.

• Knowledge of organizational change management, readiness assessments, training, communications, and adoption strategies.

• Experience supporting operational recovery, incident response, service stabilization, or business continuity efforts.

• Familiarity with healthcare operations, clinical workflows, member experience, and regulatory environments.

• Degree in Business, Healthcare Administration, Organizational Leadership, or related field.

• Knowledge of Humana's internal policies, procedures and systems

Additional Information

Role may require up to 20% travel based on business need

Work at Home Requirements: To ensure Home or Hybrid Home/Office employees’ ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria: At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested. In certain roles, the minimum recommended internet speed required by Humana may not be sufficient for business needs. Humana reserves the right to require associates to upgrade their internet service if necessary. Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.

Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.

Scheduled Weekly Hours

40

Pay Range

The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.

$104,000 - $143,000 per year

This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.

Description of Benefits

Humana, Inc. and its affiliated subsidiaries (collectively, “Humana”) offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides 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 and many other opportunities.

Application Deadline: 11-12-2026

About us

About Humana: Humana Inc. (NYSE: HUM) is a leading U.S. healthcare company. Through our Humana insurance services and our CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health – delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare and Medicaid, families, individuals, military service personnel, and communities at large. Learn more about what we offer atHumana.comand atCenterWell.com.

Equal Opportunity Employer

It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status. It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.

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.