Pharmacy Senior CX Professional

Humana; United States; Remote; USD 71,000 - 98,000; Full time

Job summary

Humana is seeking a Pharmacy Senior Consumer Experience (CX) Professional to advance the consumer experience across Traditional Mail and Specialty Mail Order Pharmacies through insight-driven analysis and collaboration.

You will translate customer experience data into actionable insights, support end-to-end journey improvements, and influence outcomes with data-driven recommendations while reporting to the Consumer Experience Lead.

Qualifications

• 5+ years of experience in consumer operations, consumer experience, or a related discipline.
• Experience analyzing and summarizing consumer or patient experience data (e.g., NPS, CAHPS, HOS, or other voice-of-the-customer sources) to produce applicable insights.
• Partner and influence across teams without direct authority.
• Demonstrated experience contributing to continuous improvement of consumer experience.

Responsibilities

• Manage and analyze patient experience inputs, including transactional and relationship NPS, CAHPS, HOS, and other voice-of-the-customer sources.
• Summarize quantitative and qualitative data into clear applicable insights and themes to inform experience improvement priorities.
• Work with Operations and partners (e.g., Product, Legal, Technology) to interpret customer experience insights, identify causes, and resolve systemic experience issues.
• Translate enterprise strategy into clear execution-level insights and improvement recommendations.
• Present recommendations using compelling storytelling tailored to senior leadership and operational audiences.
• Provide expertise on consumer experience risks, trends, and improvement opportunities.
• Provide daily work direction, prioritization guidance, and subject matter support to CX Professional II team members supporting assigned projects.
• Coordinate work activities to ensure insights, analyses, and deliverables align with CX priorities and timelines.
• Review work outputs and provide feedback to support quality, consistency, and development of CX capabilities.
• Support experience improvement projects focused on prioritized end-to-end customer journeys.
• Partner with operational, clinical, access, service, and communication teams to address identified experience friction points.
• Apply end-to-end journey to identify upstream drivers and downstream impacts of experience issues.
• Help teams prioritize improvement opportunities based on customer impact, feasibility, and understanding of enterprise goals.
• Track improvement activities and outcomes, supporting teams in understanding patient experience impact and progress over time.
• Support the daily use of patient experience platforms and tools.
• Help with reporting, data quality management, and insight generation related to vendor solutions.
• Provide ongoing feedback on tool effectiveness, limitations, and improvement opportunities based on user and needs.
• Collaborate with experience partners in Pharmacy and CW enterprise to surface cross-journey and cross-business experience issues.
• Contribute to integrated insight analyses that highlight handoff, coordination challenges, or systemic gaps across lines of business.
• Facilitate agreement across teams by framing experience insights in ways that ensure shared understanding and action.
• Be the subject-matter resource for teams interpreting experience data.
• Support experience capability development by coaching teams on use of experience data, metrics, and journey perspectives.

Skills

Consumer experience

Data analysis

Stakeholder influence

Communication

Job description

The Pharmacy Senior Consumer Experience (CX) Professional enhances the consumer experience across our Traditional Mail and Specialty Mail Order Pharmacies through insight-driven analysis and collaboration, supporting continuous improvement projects. You will translate customer experience data into applicable insights and support end-to-end journey improvements. You apply judgment, analytical rigor, and communication to influence outcomes, ensuring informed decision-making, and support consumer-centered improvement projects across the organization. You will provide daily work guidance and subject matter support to CX professionals to ensure delivery of insights and improvement activities. You will report to the Consumer Experience Lead.

You will support the delivery and continuous improvement of the consumer experience by managing experience insights, supporting improvement work, and partnering with teams. You will apply deep consumer experience expertise within an established strategy, governance model, and toolset, contributing to consumer-centered improvements through rigorous analysis, coordination, and hands-on execution. You will influence outcomes through insight translation, facilitation, and data-driven recommendations rather than formal authority.

Responsibilities

Patient Experience Measurement & Insight

• Manage and analyze patient experience inputs, including transactional and relationship NPS, CAHPS, HOS, and other voice-of-the-customer sources.
• Summarize quantitative and qualitative data into clear applicable insights and themes to inform experience improvement priorities.
• Work with Operations and partners (e.g., Product, Legal, Technology) to interpret customer experience insights, identify causes, and resolve systemic experience issues.
• Translate enterprise strategy into clear execution-level insights and improvement recommendations.
• Present recommendations using compelling storytelling tailored to senior leadership and operational audiences.
• Provide expertise on consumer experience risks, trends, and improvement opportunities.

Work Guidance & Coordination

• Provide daily work direction, prioritization guidance, and subject matter support to CX Professional II team members supporting assigned projects.
• Coordinate work activities to ensure insights, analyses, and deliverables align with CX priorities and timelines.
• Review work outputs and provide feedback to support quality, consistency, and development of CX capabilities.

Experience Improvement Support

• Support experience improvement projects focused on prioritized end-to-end customer journeys.
• Partner with operational, clinical, access, service, and communication teams to address identified experience friction points.
• Apply end-to-end journey to identify upstream drivers and downstream impacts of experience issues.
• Help teams prioritize improvement opportunities based on customer impact, feasibility, and understanding of enterprise goals.
• Track improvement activities and outcomes, supporting teams in understanding patient experience impact and progress over time.

Vendor & Tool Support

• Support the daily use of patient experience platforms and tools.
• Help with reporting, data quality management, and insight generation related to vendor solutions.
• Provide ongoing feedback on tool effectiveness, limitations, and improvement opportunities based on user and needs.

Cross-Business Collaboration

• Collaborate with experience partners in Pharmacy and CW enterprise to surface cross-journey and cross-business experience issues.
• Contribute to integrated insight analyses that highlight handoff, coordination challenges, or systemic gaps across lines of business.
• Facilitate agreement across teams by framing experience insights in ways that ensure shared understanding and action.

Experience Capability Building

• Be the subject-matter resource for teams interpreting experience data.
• Support experience capability development by coaching teams on use of experience data, metrics, and journey perspectives.

Senior-Level Scope Characteristics

• Individual contributor with a deep consumer experience and insight expertise and limited strategic ownership.
• Implement within defined enterprise strategy, standards, and governance models.
• Improve outcomes through data storytelling and collaboration, aligning teams without director authority.
• Focus on operational impact, insight translation, support, and change enablement across teams.

Use your skills to make an impact

Required Qualifications

• 5+ years of experience in consumer operations, consumer experience, or a related discipline.
• Experience analyzing and summarizing consumer or patient experience data (e.g., NPS, CAHPS, HOS, or other voice-of-the-customer sources) to produce applicable insights.
• Partner and influence across teams (e.g., Operations, Product, Legal, and Technology) without direct authority.
• Interpret assignments, understand departmental strategy, and translate direction into execution.
• Experience working and making sound decisions.
• Demonstrated experience contributing to an organization focused on continuous improvement of consumer experience.

Preferred Qualifications

• Experience supporting experience improvement projects in regulated or healthcare-adjacent environments.

#LI-CM1

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.

$71,100 - $97,800 per year

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