Remote Senior Pharmacy CX Insight Lead

Humana; United States; Remote; USD 71.000 - 98.000; Vollzeit

Zusammenfassung

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.

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

Consumer experience

Data analysis

Stakeholder influence

Communication

Jobbeschreibung

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.