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Senior Consumer Experience Strategy & Transformation Professional - Voice Design

Company: Humana
Location: Lynchburg
Posted on: September 8, 2019

Job Description:

DescriptionThe Senior Consumer Experience Professional ensures optimized interaction between a company and members. The Consumer Experience Professional 2 work assignments are varied and frequently require interpretation and independent determination of the appropriate courses of action.ResponsibilitiesThe Senior Consumer Experience Professional, Voice Design Strategy & Transformation, will leverage the voice of the customer, NPSt, root cause, telling the story, call listening, member experience design, elimination and recognition of friction points, identifying automation/optimization opportunities, empower others in the organization to speak up and voice opportunities to improve the member experience. This role will serve as a SME in the voice space and be a key player in the Member IVR strategy by driving how we serve our Humana member population by IVR. The Senior Consumer Experience Professional will understand department, segment, and organizational strategy and operating objectives, including their linkages to related areas. Additionally, they will make decisions regarding own work methods, occasionally in ambiguous situations, and requires minimal direction and receives guidance where needed while following established guidelines/procedures.Primary Responsibilities

  • Set the stands on how Humana designs our voice member experience
  • Own and manage the process for IVR Design and Call Routing
  • Develop a documentation standard and process
  • Serve in a product manager capacity
  • Ensure that Humana is following best practices and industry standard when creating new IVR transactions and enhancements
  • Provide recommendations and supporting data to internal leadership and key Executive stakeholders in the businesses------------------------------Required Qualifications
    • Bachelor degree or equivalent experience
    • Minimum of 3-5 years of Voice experience
    • Previous experience in healthcare
    • Operations Management experience
    • Working knowledge of all Microsoft programsPreferred Qualifications
      • 10 years of Voice design experience
      • Previous Agile experience
      • Member/Consumer Experience design experienceAdditional Information
        • This role is a remote opportunity that may require up to 25% overnight travel depending on business needsScheduled Weekly Hours40

Keywords: Humana, Lynchburg , Senior Consumer Experience Strategy & Transformation Professional - Voice Design, Other , Lynchburg, Virginia

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