Experience Strategy & Transformation Lead

Become a part of our caring community and help us put health first
 MarketPoint is the distribution organization of Humana, responsible for all individual sales. It has over 4,000 associates and is responsible for millions of interactions each year. The MarketPoint Strategy Advancement team is searching for an Experience Strategy & Transformation Lead to enhance the Sales experience across all distribution channels by assessing capabilities in place and architecting new experiences to positively impact our Sales force. The Experience Strategy & Transformation Lead will work on assignments that involve moderately complex to complex issues where the analysis of situations or data requires an in-depth evaluation of variable factors that span across people, process and technology foundations. This foundational body of work will focus on identifying test and learn opportunities using a wide range of experiential methodologies to develop perspectives that drive enhanced experiences and improve efficiencies. This role will also require process redesign to support Strategic Development & Planning efforts that drive Transformation initiatives.

Become a part of our caring community and help us put health first.
 

The MarketPoint Strategy Advancement team is searching for an Experience Strategy & Transformation Lead to enhance the Sales experience across all distribution channels by assessing capabilities in place and architecting new experiences to positively impact our Sales force. The Experience Strategy & Transformation Lead will work on assignments that involve moderately complex to complex issues where the analysis of situations or data requires an in-depth evaluation of variable factors that span across people, process and technology foundations. The Experience Strategy & Transformation Lead will focus on identifying test and learn opportunities using a wide range of experiential methodologies to develop perspectives that drive enhanced experiences and improve efficiencies. This role will also require process redesign to support Strategic Development & Planning efforts that drive Transformation initiatives.
Role Responsibilities:

• Design, redesign and optimize user experiences across multiple processes and CRM platforms and other digital channels
• Empathetic listener comfortable leading focus groups, workshops, research, interviews, surveys and other techniques to translate audience wants/needs into actionable experiences
• Apply advanced knowledge of information architecture and storyboarding to create user-centric designs that enhance navigation, findability and user satisfaction
• Conduct data-driven analyses to inform optimization design decisions and uses data to transform raw information into valuable insights that inform decision-making
• Assist in the analysis of market trends, user research studies, and user behavior analyses to inform design decisions and contribute to the team's strategic thinking
• Through user feedback and findings identifies and designs “Test & Learn” opportunities to test new ways of working through an iterative, monitored process
• Lead Test & Learn strategy and rollout approach by gaining alignment on the scope of pilot and rollout, including identifying how to segment user groups and technology to enable iterative learning and quick wins​
• Monitors test programs, user adoption metrics and leads transition planning efforts by establishing appropriate structures in place to support sustained impact​ and merge into BAU operations
• Operate with an iterative design mindset and incorporate user feedback and insights to continuously improve the overall user experience of our offerings
• Works cross-functionally across the enterprise and establishes solid feedback loops and operational rhythms with stakeholders to continuously improve initiatives
• Advocate for user-centered design principals, with a passion for understanding and solving user problems
• Ability to see the larger picture; your process includes journey mapping, task flow mapping and wireframes sketches 

Use your skills to make an impact
 

Required Qualifications

• Bachelor's degree or higher
• 5+ years in a Strategy and Transformation Experience design or equivalent role focused on creating and improving digital products
• 5+ years of business process management experience with large size initiatives

Preferred Qualifications

• UX Design certifications
• Salesforce and/or other CRM technology
• Contact Center, Omnichannel or Digital experience in a Sales environment helpful
• Ability to summarize and simplify complex data sets or process detail for effective storytelling in presentations
• Ability to influence peers/stakeholders to influence results or new ways of thinking
• Excellent verbal and written communication skills
• Excellent time management, project/change management, program execution and organization skills with strong attention to detail
• Proficient understanding of inclusive design principles, accessibility guidelines, and assistive technologies
• Self-motivated and ability to work independently in a fast-paced, ever-changing environment
• Track record of setting and achieving performance metrics and KPIs, with a focus on delivering tangible and measurable results

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.

$102,200 - $140,700 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, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.
About us
 Humana Inc. (NYSE: HUM) is committed to putting health first – for our teammates, our customers and our company. Through our Humana insurance services and 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, Medicaid, families, individuals, military service personnel, and communities at large.

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 veteran status. It is also the policy of Humana to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, 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.