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.