Description
The Consumer Experience Lead ensures optimized interaction between a company and members. The Consumer Experience Lead works on problems of diverse scope and complexity ranging from moderate to substantial.
Responsibilities
This exciting role is for Humana Pharmacy (not Humana insurance). Humana Pharmacy is a mail order pharmacy. The business does have retail locations however brick and mortar is a very small part of the business. The Pharmacy Service Experience team has an omni-channel scope with heavy emphasis on Digital/eCommerce (Web and Mobile App) but also including Email, SMS, inbound and outbound calls, etc.
The Consumer Experience Lead will report to the Director of Service Experience and Operations, Humana Pharmacy.
The Consumer Experience Lead for Channel Optimization will create and drive strategy and tactics to improve the customer experience, increase engagement, and grow incremental revenue and retention through a single and/or multi-channel approach.
This role will be a part of the Service Experience Team. This team will have relentless customer curiosity and commitment to drive the best experience. We will deliver insights, action, and deliverables using a customer centered approach that will be dedicated to:
Anticipating customer needs and Humana's competitive opportunities.
Leading with digital-first mindset to remove customer friction and improve the overall experience. Helping partners make digital-first shift and simplifying the digital experience for greater adoption.
Helping to prioritize, connect, and accelerate delivery to improve the end-to-end customer experience.
The ideal candidate will have expert knowledge and experience working within omni channel/digitally lead, eCommerce, and customer experience. They will have experience and demonstrated examples of strategy, execution, and working with cross functional partners and teams.
Responsibilities:
Drive a right channel, right place, right time omni channel strategy.
Understand which channels are playing the largest roles at each stage of the dynamic customer journey.
Strategy and execution on inbound and outbound omni channel use, connectivity, and effectiveness.
Leverage the strengths of each channel to be more effective in the holistic strategy through cross channel optimization.
Use channels' strengths to personalize the next interaction with each customer based on previous experiences.
Create insights on driving a 'digital first' mindset through channel optimization.
Establish success metrics for areas of optimization.
Understand market trends that may impact business, channels, and experience.
Required Qualifications
8 or more years of consumer operations experience
2 or more years of project leadership experience
Deep understanding of developing functional strategies
Experience in identifying optimization and automation solutions to develop and launch company initiatives
Experience with analytics, including program evaluation and optimization
Strategic thinking and planning and prioritization capabilities; organized and detail-oriented
Must be passionate about contributing to an organization focused on continuously improving consumer experiences
Intellectual curiosity, structured thinking, and a comfort with ambiguity
Demonstrated ability to lead projects through successful completion; preferably digital projects
Strong, demonstrated skills developing insights from analysis, and action from insights
Strong, demonstrated strategic, analytical thinking, and consulting skills
Demonstrated understanding of business and digital strategy
Clear and concise oral and written communication skills and strong interpersonal skills
Scheduled Weekly Hours
40