Member Experience Lead — Remote, Engagement & Retention

Humana Inc; South Carolina; Hybrid; USD 104,000 - 143,000; Full time

Job summary

Humana, Inc. in South Carolina is seeking a Senior Member Services Advisor (Consumer Experience Lead) to enhance member engagement, retention and overall experience by leveraging customer insights, CAHPS data, and cross-functional collaboration.

You will lead the Member Experience Workgroup, drive Go365 engagement, oversee member benefits and incentives, and coordinate with multiple teams to meet market KPIs and contractual performance.

Qualifications

• Bachelor's degree required.
• Must reside in South Carolina.
• Travel up to 10% to Columbia, SC.
• 8+ years of consumer operations experience.
• 2+ years of project leadership experience.
• Experience with analytics and program evaluation.
• Strategic thinking and detail-oriented.
• Graduate degree preferred.
• Knowledge of Humana's internal policies, procedures and systems.

Responsibilities

• Improve member engagement and retention through customer insights and analytics.
• Lead the Member Experience Workgroup and drive Go365 engagement.
• Coordinate with Member/Provider Services, Transformation, Enrollment and G&A teams.
• Advise executives and develop functional strategies on member experience and performance.

Skills

Travel readiness

Project leadership

Analytics & program evaluation

Strategic thinking

Communication skills

Education

Bachelor's degree

Graduate degree preferred

Job description

Humana, Inc. in South Carolina is seeking a Senior Member Services Advisor (Consumer Experience Lead) to enhance member engagement, retention and overall experience by leveraging customer insights, CAHPS data, and cross-functional collaboration.

You will lead the Member Experience Workgroup, drive Go365 engagement, oversee member benefits and incentives, and coordinate with multiple teams to meet market KPIs and contractual performance.