CenterWell

Role Description The Consumer Experience Lead ensures optimized interaction between a company and members, supporting Pharmacy Service Operations. The Consumer Experience Lead is a data-driven leader who is passionate about the consumer journey. - Ensure optimized interaction between a company and members. - Work on problems of diverse scope and complexity ranging from moderate to substantial. - Use customer feedback, NPS, sentiment, effort, and emotion insights to identify causes, improve member experience, remove friction, uncover automation opportunities, and empower others to advocate for experience improvements. - Report to the Director, Consumer Experience. Responsibilities - Lead a team of Consumer Experience Professionals focused on providing VoC and Conversational Analytics insights, and support for assigned areas. - Lead implementation and optimization of survey and conversational analytic tools and functionality to support all business. - Use data from customer insights and measurements to make data-driven recommendations on projects to improve customer experience. - Translate insights into compelling narratives and applicable recommendations for senior leadership and teams. - Understand and measure the impact of consumer experience projects, establish baselines, recommend goals, and measure progress toward those goals. - Work with operations teams, interaction channels, and journey teams to address customer experience challenges. - Partner with teams across multiple areas to define and meet engagement scope while meeting goals. - Ensure compliance with regulatory requirements, data privacy standards, and internal governance policies for VoC programs. - Mentor team members to build expertise in customer experience analytics and storytelling. - Be a primary point of internal contact for VOC projects and consumer experience analytics. - Analyze variable factors and determine the best course of action. Qualifications - Bachelor's degree or equivalent experience (6+ years in relevant roles). - Experience in Consumer Experience or Service Operations, including VoC programs and conversational analytics. - Lead teams and implement solutions to improve customer experience and business processes. - Expertise in customer experience measurements, data analysis, and translating insights into applicable strategies. - Experience in program evaluation, root cause analysis, and optimization projects. - Implement automation and optimization solutions. - Ability to influence across departments. Preferred Qualifications - Graduate degree in Business, Analytics, or related field. - Hands-on experience with VoC platforms (e.g., InMoment, Qualtrics) and conversational analytics tools. - 8+ years in Consumer Experience or Service Operations in delivering insights-driven improvements. - Ability to implement solutions for process optimization and customer experience enhancement. Work at Home Requirements - Minimum download speed of 25 Mbps and upload speed of 10 Mbps required; wireless, wired cable or DSL connection is suggested. - 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. - $104,000 - $143,000 per year - This job is eligible for a bonus incentive plan based upon company and/or individual performance. Benefits - Medical, dental, and vision benefits. - 401(k) retirement savings plan. - Time off (including paid time off, company and personal holidays, paid parental and caregiver leave). - Short-term and long-term disability. - Life insurance and many other opportunities. Application Deadline - 07-19-2026 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 protected veteran status. It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with disability or protected veteran status, and to base all employment decisions only on valid job requirements.

Role Description Every prescription CenterWell Pharmacy fills depends on a chain of people being in the right place at the right time. The Workforce Planning team makes sure that capacity exists before the demand arrives. The team conducts long-term forecasts that impact hiring, mid-term capacity plans that shape staffing strategy, and short-term plans that hold service levels week to week. If you have done demand planning or S&OP for a physical supply chain, this is the same discipline — our constrained resource is licensed, trained people instead of inventory. We are building this function from the ground up. The architecture, the metrics, and the tooling are not decided yet, and we are hiring two Senior Data Analysts to help decide them. What You Will Do - Turn messy, multi-source operational data into planning inputs the business can act on. - Partner with operations, finance, and department leaders to understand what they actually need to decide. - Build the tooling and data products that let planners and leaders answer their own questions. - Bring rigor to how we measure ourselves — forecast accuracy, capacity use, cost per prescription, and the drivers underneath them. Two Ways In Every analyst here shares the work above. Beyond it, you will anchor in one of two focus areas. - Focus Area 1 — Data Engineering & Architecture: - You would own how planning data reaches the people who use it — the pipelines that consolidate workforce, volume, and operational data across platforms, and the models our forecasting tools run on. - You have built ETL/ELT pipelines in a cloud data environment (Azure, Snowflake, Databricks, or similar), work fluently in Python, and know dimensional modeling and data warehouse design. - Focus Area 2 — Business Intelligence & Analytics: - You would own how planning insight turns into decisions — the dashboards and self-service tools operations leaders run their business on, and the KPI definitions underneath them. - You have advanced Power BI skills (or Tableau/Looker and willingness to switch), have built KPI frameworks from scratch, and can decompose a metric to root cause rather than reporting variance. You do not need to be strong in both. We would rather have two people who are excellent at one than two who are adequate at everything. Tell us in your application which one is yours. Qualifications - 5 or more years of experience in analytics, data engineering, business intelligence, or a planning and forecasting function. - Advanced SQL skills — you can write, tune, and debug complex queries against large operational datasets. - Experience turning data into something a business partner actually used to make a decision. - Experience explaining a technical result to a non-technical audience. - Bachelor's degree in a quantitative, technical, or business discipline. Preferred Qualifications - Workforce planning, workforce management, or capacity planning experience to include — forecasting, scheduling, shrinkage, or occupancy. - Prior experience in supply chain planning, demand planning, or S&OP in a distribution, fulfillment, manufacturing, or logistics environment. - Healthcare, pharmacy, or other regulated-industry experience. Work Style - Remote Work at Home/Remote Requirements - At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is recommended; wireless, wired cable or DSL connection is suggested. - Satellite, cellular and microwave connection can be used only if approved by leadership. - Associates who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense. - Humana will provide Home or Hybrid Home/Office associates with telephone and computer equipment appropriate to meet the business requirements for their position/job. - 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. - $73,400 - $100,100 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 offer 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. - 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, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities. Application Deadline - 07-31-2026

Role Description Become a part of our caring community. The Clinical Drug Evaluation and Policy Strategies Senior Clinical Pharmacist monitors drug development pipeline and medical literature while providing clinical support for internal stakeholders. Utilizes broad understanding of managed care and PBM knowledge to develop and/or implement strategies and programs to mitigate cost trend and improve health outcomes. The Clinical Formulary Strategy Pharmacist work assignments involve moderately complex to complex issues where the analysis of situations or data requires an in-depth evaluation of variable factors. - Develops, maintains, and/or operationalizes strategies related to utilization management edits and/or clinical coverage policies for pharmacy and medically administered drug products. - Influences the department’s strategy. - Participates in Humana’s formulary and Pharmacy and Therapeutics processes. - Acts Strategically: Has vision, anticipates future consequences and trends accurately; has broad knowledge and perspective; creates competitive and breakthrough strategies and plans. - Builds Trust: Honors your word by doing what you say you are going to do. - Drives for Excellence: Continuous learner who encourages others to learn, achieving results and outperforming the competition. - Innovates: Introduces or develops new ideas and processes which improve performance or productivity. - Implementation/Execution: Organizes and manages multiple priorities and/or projects using appropriate methodologies and tools. - Problem Solving: Encourages collaborative problem solving, acting as both a broker and consultant regarding resources. Qualifications - Pharmacy degree from an accredited school of pharmacy. - Must have an active Pharmacist license with the Board of Pharmacy in the appropriate state. - Clinical experience in managed care or other pharmacy-related field. - BPS Board Certification (any BPS certification; BCOP Preferred). Requirements - Complete clinical reviews, policy development, operations related to policy work, and recommend drug coverage and potential drug utilization tools to mitigate Humana’s cost and trend while improving our member’s health and costs. - Serve as a clinical subject matter expert and provide clinical support across Humana. - Conduct analysis on drug utilization trends to evaluate and inform formulary strategies. - Collaborate on research projects and develop proposals for research projects. - Develop corporate communications to be shared with senior leadership. - Support trend management by conducting analysis of drug spend, utilization, and/or approval scenarios. - Make decisions on moderately complex to complex issues regarding technical approach for project components, performing work without direction and exercising considerable latitude in determining objectives and approaches to assignments. - Must be passionate about contributing to an organization focused on continuously improving consumer experiences. - Less than 10% travel requirement including visit(s) to home office in Louisville, KY. Benefits - Competitive benefits that support whole-person well-being. - Medical, dental, and vision benefits. - 401(k) retirement savings plan. - Time off (including paid time off, company and personal holidays, paid parental and caregiver leave). - Short-term and long-term disability. - Life insurance and many other opportunities.

Role Description The Senior Informaticist solves complex business problems using data from internal and external sources to provide insight to decision-makers. You will work with analytics, IT, and teams across the organization to improve CenterWell programs and assets by analyzing the customer journey. You will work assignments involving moderately complex to complex issues where the analysis of situations or data requires an in-depth evaluation of variable factors. You will report to the Director of Informatics. The CenterWell Experience team supports the corporate initiative of enhancing the customer and associate experience across CenterWell segments. This team works with analytics, operations, finance, and digital teams to identify friction points and provide end-to-end visibility to how our customers work with our touchpoints and operations. You will use your experience of data, modeling, optimization, and reporting tools. You will apply disciplined analytics to assess behavior and improve programs and products to maximize revenue growth and patient and associate experience. You will use advanced or predictive modeling to develop and test cases that improve the outcomes and quality of the programs we offer. You will contribute to more approaches to analytical models as you build knowledge of the business context in which you operate. You will begin to influence the department's strategy and make decisions on issues regarding the technical approach for project components, working without direction and exercising considerable latitude in determining goals and approaches to assignments. Key responsibilities of the Senior Informaticist include: - Identify unique insights and solve complex challenges using a variety of data sources. - Provide reporting, analytics solutions, and data science with the objective of optimizing performance and improving member experience. - Build and present story-driven presentations based on analytics. - Support complex process improvement and metrics development, contributing to the strategic direction of experience data and reporting. - Have a foundation in data architecture and reporting. - Be creative and anticipate next steps in large projects. - Manage projects, activities, and processes while collaborating with adjacent informatics and data science teams to experience reporting strategy and outcomes. - Manage requests from team members and partners and set realistic expectations. - Analyze the cause behind data trends and anomalies, turning insights into clear, data-driven recommendations. - Uncover data anomalies, discover business insights, and identify opportunities through statistical, algorithmic, mining, and visualization techniques. - Develop presentations around insights and tell compelling stories with the data, delivering to members at all levels: strategic, tactical, operational, and across departments: marketing, operations, finance, etc. - Communicate findings, orally and visually, in a way that can be easily understood by business counterparts. Qualifications - Bachelor's degree and 5+ years of data analytics experience OR Master's degree and 3+ years of experience. - Experience with data mining, predictive modeling techniques, and using data to guide outcomes and decisions. - Advanced experience working with big and complex data sets within large organizations. - Advanced experience using SQL to analyze complex datasets, owning complex data analysis and transformation processes. - Advanced reporting and visualization experience, expertise in Power BI or similar reporting tools like Tableau. - Experience analyzing big and complex data sets within large organizations, including program evaluation and optimization. - Articulate and present findings to senior leadership. - Must be passionate about contributing to an organization focused on improving consumer experiences. Requirements - This position requires working Eastern Standard Time hours. - To ensure Home or Hybrid Home/Office employees’ ability to work effectively, the self-provided internet service 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. - While this is a remote position, occasional travel to Humana's offices for training or meetings may be required. Benefits - Humana, Inc. 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. - Benefits include medical, dental, and vision benefits. - 401(k) retirement savings plan. - Time off (including paid time off, company and personal holidays, paid parental and caregiver leave). - Short-term and long-term disability. - Life insurance and many other opportunities.

Role Description The Process Improvement Professional 2 analyzes, and measures the effectiveness of existing business processes and develops sustainable, repeatable and quantifiable business process improvements. The Process Improvement Professional 2 work assignments are varied and frequently require interpretation and independent determination of the appropriate courses of action. This role will report to the Program Delivery Lead. - Researches best business practices within and outside the organization to establish benchmark data. - Collects and analyzes process data to initiate, develop and recommend business practices and procedures that focus on enhanced safety, increased productivity and reduced cost. - Determines how new information technologies can support re-engineering business processes. - May specialize in one or more of the following areas: - Benchmarking - Business process analysis and re-engineering - Change management and measurement - Process-driven systems requirements - Understands department, segment, and organizational strategy and operating objectives, including their linkages to related areas. - Makes decisions regarding own work methods, occasionally in ambiguous situations, and requires minimal direction and receives guidance where needed. - Follows established guidelines/procedures. Qualifications - Bachelor's degree - 5 years of technical experience - Must be passionate about contributing to an organization focused on continuously improving consumer experiences Requirements - To ensure Home or Hybrid Home/Office employees’ ability to work effectively, the self-provided internet service 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. Benefits - Humana, Inc. offers competitive benefits that support whole-person well-being. - Benefits include: - Medical, dental and vision benefits - 401(k) retirement savings plan - Time off (including paid time off, company and personal holidays, paid parental and caregiver leave) - Short-term and long-term disability - Life insurance - Many other opportunities 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. $65,000 - $88,600 per year This job is eligible for a bonus incentive plan based on company and/or individual performance.

Role Description The Mail Operations Pharmacy Technician 2 accurately fills and counts medications. The Mail Operations Pharmacy Technician 2 performs varied activities and moderately complex administrative, operational, and customer support assignments. - Perform computations. - Typically work on semi-routine assignments. - Ensure inventory levels are adequate for dispensing by working with the inventory supply team. - Make decisions focused on interpretation of area/department policy and methods for completing assignments. - Work within defined parameters to identify work expectations and quality standards. - Have some latitude over prioritization/timing and work under minimal direction. - Follow standard policies that allow for some opportunity for interpretation/deviation and independent discretion. Qualifications - Must have an active license with the Board of Pharmacy in the appropriate state. - Minimum 1-2 years of pharmacy experience. - Must be passionate about contributing to an organization focused on improving consumer experiences. Requirements - Self-provided internet service must meet the following criteria: - Minimum download speed of 25 Mbps. - Minimum upload speed of 10 Mbps. - Wireless, wired cable, or DSL connection is suggested. - Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information. - Occasional travel to Humana's offices for training or meetings may be required. Benefits - Medical, dental, and vision benefits. - 401(k) retirement savings plan. - Time off (including paid time off, company and personal holidays, paid parental and caregiver leave). - Short-term and long-term disability. - Life insurance. - Many other opportunities for personal wellness and smart healthcare decisions. 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. $40,000 - $52,300 per year

Role Description The Lead Data Engineer oversees data processing architectures and solutions ensuring the efficient conversion of structured and unstructured data to insights at enterprise scale. You will work on problems of diverse scope and complexity ranging from moderate to substantial. You will report to the Director, Business Intelligence. - You will ingest data from internal and external sources using cloud native platforms and software development best practices and patterns. - You will develop software tools using artificial intelligence, machine learning, and big data to turn data into insights that improve member outcomes. - You will exercise decision-making on complex issues regarding job responsibilities and related tasks, requiring analysis of variable factors and determining the best course of action. - You will lead the development of PCO Analytics' data warehouse using Medallion architecture and Kimball modeling to deliver optimized, business-ready data marts and star schemas for analytics. - You will lead the Information Architecture of PCO Analytics, establishing well-governed processes to ensure holistic metadata, reference data management, ontologies, and semantic layers. - You will collaborate with partners to develop data governance frameworks and standards. Qualifications - Bachelor's degree and 8+ years of technical experience in data engineering OR Master's degree and 4+ years of experience. - Expertise in Medallion architecture and Kimball dimensional modeling. - Experience integrating semantic and organizational data assets with leading AI platforms. - 2+ years of project leadership experience. - Advanced experience working with big and complex data sets within large organizations. - Advanced in SQL, Snowflake, Databricks, or other data systems. - 2+ years' experience in dbt. - Proficiency in understanding Healthcare related data. - Ability to work within the EST time zone. 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. - While this is a remote position, occasional travel to Humana's offices for training or meetings may be required. Benefits - Humana, Inc. and its affiliated subsidiaries offer 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. - 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, paid parental and caregiver leave) - Short-term and long-term disability - Life insurance - Many other opportunities

Role Description As a Clinical Services Pharmacy Technician, you will: - Intake all calls from patients, pharmacies, and providers. - Perform basic administrative, clerical, operational, customer support, and computational tasks. - Address questions related to specific assigned areas and assist with medication research. - Evaluate calls that require consultation with a pharmacist. - Make outbound calls to patients to offer medication therapy management programs. - Schedule medication review sessions with consultative pharmacists. - Work under close supervision and within established policies, practices, and guidelines. Qualifications - You MUST reside in one of the following states: Ohio, Arizona, Texas, or Florida. - Must have an active Pharmacy Technician or Tech in Training license in the state you reside. - Technical Mail Order Pharmacy or Manufacturing experience. - Experience as a Pharmacy Technician OR call center experience in a pharmacy or related call center setting. - Experience using multiple computer applications simultaneously and strong data entry skills. Requirements - Training will be held Monday–Friday from 8:00 AM – 4:30 PM EST. - Flexibility to work any shift within the hours of 8:00 AM to 11:00 PM EST, based on needs. - Must be available to work every 3rd Saturday from 10:00 AM - 6:30 PM EST with a day off during the week. Benefits - Competitive medical, dental, and vision benefits. - 401(k) retirement savings plan. - Paid time off, including company and personal holidays, paid parental and caregiver leave. - Short-term and long-term disability. - Life insurance and many other opportunities. Company Description CenterWell Pharmacy provides convenient, safe, reliable pharmacy services and is committed to excellence and quality. Through our home delivery and over-the-counter fulfillment services, specialty, and retail pharmacy locations, we provide customers simple, integrated solutions every time. CenterWell is part of Humana Inc. (NYSE: HUM) and focuses on creating integrated and differentiated experiences that put our patients at the center of everything we do.

Role Description The Informatics Lead solves complex business problems using data from internal and external sources to provide insight to decision-makers. You will work with analytics, IT, and departments across the organization to improve CenterWell programs and assets by analyzing the customer journey. You will work on problems of diverse scope and complexity ranging from moderate to substantial. You will report to the Director of Informatics. The CenterWell Experience team supports the corporate initiative of enhancing the customer and associate experience across CenterWell segments. This team works with analytics, operations, finance, and digital teams to identify friction points and provide end-to-end visibility to how our customers work with our touchpoints and operations. You will use your experience of data, modeling, optimization, and reporting tools. You will apply disciplined analytics to assess behavior and improve programs and products to maximize revenue growth and patient and associate experience. You will use advanced or predictive modeling to develop and test cases that improve the outcomes and quality of the programs we offer. You will contribute to more approaches to analytical models as you build knowledge of the business context in which you operate. You will analyze complex and diverse data, overseeing the analytics discovery, preparation, and delivery across the full life cycle of complex projects or solutions. You will promote to multiple units within the company at the appropriate level, impacting the business from mathematical concepts which have a potentially sizeable dollar impact on the business. You will advise executives to develop functional strategies (often segment specific) on matters of significance. Use your skills to make an impact. Main Responsibilities Include: - Be a subject matter expert to identify unique insights and solve complex challenges using a variety of data sources. - Lead associates in the tasks of providing reporting, analytics solutions, and data science with the objective of optimizing performance and improving member experience. - Build and present story-driven presentations based on analytics, drawing on advanced, in-depth knowledge and industry experience. - Take ownership of complex process improvement and metrics development, and lead strategic direction of experience data and reporting. - Upskill the Informatics team in data architecture and reporting. - Be creative and anticipate around next steps in large projects. - Must be passionate about contributing to an organization focused on improving consumer experiences and outcomes. - Oversee projects, activities, and processes while collaborating with adjacent informatics and data science teams to experience reporting strategy and outcomes. - Manage requests from team members and partners and set realistic expectations. - Produce meaningful strategy and direction for influencing member engagement and outreach strategies through detailed analysis of user interactions and outcomes. - Analyze causes behind data patterns and translate findings into applicable recommendations. - Uncover data anomalies, discovering business insights and identifying opportunities through the use of statistical, algorithmic, mining and visualization techniques. - Develop presentations around insights and tell compelling stories with the data, and deliver to members at all levels: strategic, tactical, operational, and throughout the company: marketing, operations, and finance. - Communicate findings, orally and visually in a way that can be easily understood by business counterparts. Qualifications - Bachelor's degree and 7+ years of data analytics experience OR Master's degree and 4+ years of experience. - Open-ended feedback analytics experience, applying leading tools and platforms to mine insights at scale. - Experience with data analysis and engineering for analytics, predictive modeling techniques and using data to guide results and decisions. - Advanced experience using SQL to analyze complex and diverse datasets, can identify analytics needs and own complex data analysis and transformation processes without oversight. - Advanced reporting and visualization experience, expertise in Power BI or similar reporting tools like Tableau, Looker, or Adobe Analytics. Experience analyzing big and complex data sets within large organizations, including program evaluation and optimization. - Experience using AI for analytics, incorporating tools into pipelines at scale to produce semantic analyses of datasets. - Experience implementing measurement programs for large-scale projects. - Experience explaining and presenting insights to senior leadership. - Must be passionate about contributing to an organization focused on improving consumer experiences. - This position requires working Eastern Standard Time hours. Preferred Qualifications - Analytics expertise within Health Insurance or Clinical Care settings. - Direct Journey Analytics expertise. - Consulting experience. - Experience with Databricks or other cloud-based data transformation tools. 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. Benefits - Humana, Inc. and its affiliated subsidiaries offer 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, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.

Role Description The Journey Transformation Lead is an essential part of the CenterWell Customer Experience Team. This role partners with business, clinical, operations, and experience strategy partners to transform critical journeys that impact patient outcomes and associate experiences. You will report to the Director, Experience Strategy & Transformation. You will apply research, journey analysis, service design, experience strategy, and human-centered design methods, including design thinking and the desirability, viability, and feasibility framework. You will uncover unmet patient needs, identify causes of experience challenges, and guide teams in improving the patient, consumer, and associate experience. You will operate as a strategic consultant and practice leader, translating journey-level insights into applicable recommendations that inform experience roadmaps, shape investment decisions, and influence organizational priorities. Responsibilities: - Journey Discovery & Insight Development: - Conduct discovery research and summarize multiple insight sources to understand current-state patient, consumer, and associate experiences. - Map end-to-end journeys across channels and assets, identifying moments that matter. - Identify friction points, gaps, and inconsistencies across journeys, channels, and assets. - Translate findings into clear insights, themes, unmet needs, and prioritized opportunity areas. - Communicate findings and possible effects to partners across the organization. - Root Cause Diagnosis: - Analyze experience challenges across people, processes, technology, and policy. - Identify systemic barriers that impact access, understanding, care coordination, health outcomes, and operational efficiency. - Facilitate working sessions using design thinking methods. - Journey Transformation: - Lead the development of improved future-state journeys. - Apply the desirability, viability, and feasibility framework to evaluate and prioritize experience interventions. - Define experience interventions that strengthen medication understanding, care adherence, and coordination of care. - Develop service blueprints that connect patient and associate interactions with operations. - Guide teams in translating insights into applicable experience improvements. - Strategy, Roadmap & Investment Influence: - Collaborate with partners to align journey transformation work with priorities. - Provide journey-level evidence and insight that informs experience roadmaps and portfolio prioritization. - Shape investment decisions by surfacing the human cost of experience gaps. - Partner with experience strategy and measurement teams to validate proposed interventions. - Apply the desirability, viability, and feasibility framework to assess and communicate readiness. - Practice Leadership & Capability Building: - Lead a team of journey and experience practitioners, establishing standards. - Shape the practice's methods, tools, and deliverable frameworks. - Build human-centered design literacy across partner teams. - Advocate for the value of journey transformation work internally. Qualifications - At least 8 years of experience in customer journey mapping, experience strategy, research consulting, service design, or human-centered design. - Bachelor's degree in social science, industrial design, experience design, or health. - Qualitative research and insight synthesis skills. - Experience analyzing and improving complex patient journeys. - Experience facilitating collaboration and influence decision-making. - Experience translating insights into recommendations. - Experience with design thinking or comparable iterative design methodologies. - Knowledge of social science, behavior change, perception, and cognition. - Flexibility working on an inter-disciplinary team. - Passionate about improving the patient and associate experience. - Working knowledge of Net Promoter Score (NPS). - The ability to practically apply evidence-based interventions. - Lead service design and service blueprinting. - Familiarity with healthcare service ecosystems and regulatory environments. - Experience working in healthcare delivery. Requirements - To ensure Home or Hybrid Home/Office employees’ ability to work effectively, the self-provided internet service 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. - Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information. - Occasional travel to Humana's offices for training or meetings may be required. Benefits - Medical, dental and vision benefits. - 401(k) retirement savings plan. - Time off (including paid time off, company and personal holidays, paid parental and caregiver leave). - Short-term and long-term disability. - Life insurance and many other opportunities. 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. $126,300 - $173,700 per year. This job is eligible for a bonus incentive plan based on company and/or individual performance.