Humana Senior Customer Experience Transformation Professional - Enterprise Shared Services in Mkt Ofc, United States


The Senior Customer ExperienceTransformation Professional will drive and execute cross-functional initiatives to define customer journeys and partner in the implementation of solutions using best practice frameworks and tools. The Senior Customer ExperienceTransformation Professional will work on problems of diverse scope and complexity, ranging from moderate to substantial, intersecting with Humana's operational areas.


The Senior Customer ExperienceTransformation Professional diagrams and evaluates existing customer experiences using best practices within and outside the organization. Develops metrics and identifies indicators for future improvement opportunities to remove friction points and improve customer experiences. Collects and analyzes data to determine root cause of problems. Measures performance against requirements and metrics. Aligns improvement to performance shortfalls. Provides consultation on the use of re-engineering techniques to improve performance. Surveys and analyzes best practices for techniques and processes. Uses independent judgment requiring analysis of variable factors and determining the best course of action. They must have keen change leadership skills and a growth mindset.

Key Responsibilities include:

  • Use best practices to carry out business analysis, re-engineering, measurements and change management activities

  • Develop and maintain best practices to meet changing business needs

  • Collects and analyzes data to determine root cause of problems and establish baseline for transformation

  • Develops metrics for process measurement and identifies indicators for future improvement opportunities

  • Evaluates, plans, performs, and implements cross functional initiatives. Measures performance against established Key Process Indicators (KPI's).

  • Leads creation and analysis of customer experiences and recommends solutions for improvements

  • Ensuring initiatives deliver intended results and are sustainable

Required Qualifications

  • Bachelor's degree or equivalent

  • Lean/Six Sigma certification

  • 2+ years of Call Center experience

  • 5+ years of experience with process engineering tools and/or process design

  • 2+ years project leadership experience

  • Strong business acumen and analytical skills

  • Knowledge of PMCS (Process Management Control System)

  • Solid understanding of KPI’s

  • Demonstrated experience leading continuous improvement initiatives within service operations or across functional areas, with noted KPI improvements

  • Excellent interpersonal, organizational, written, oral communication and presentation skills

  • Intermediate experience with Microsoft Office (PowerPoint, Excel, Word, OneNote)

Preferred Qualifications

  • Experience with Microsoft Project and Visio

  • Healthcare experience across Commercial (Individual and Group) and Government (Medicare, Medicaid, Duals) lines of business

  • Experience in SQL, SAS, Tableau or other data system

Scheduled Weekly Hours


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