Consumer Experience Lead

Become a part of our caring community

The Consumer Experience Lead ensures optimized interaction between a company and members, and support will support Pharmacy Service Operations. The Consumer Experience Lead works on problems of diverse scope and complexity ranging from moderate to substantial.

The Consumer Experience Lead is a data-driven leader who is passionate about the consumer journey. You will ensure optimized interaction between a company and members. You will work on problems of diverse scope and complexity ranging from moderate to substantial.

You will 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. You will report to the Director, Consumer Experience.

Use your skills to make an impact

Responsibilities

• You will 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 determining the best course of action.

Required 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: 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.

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. 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, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.

Application Deadline: 07-19-2026

About us

About CenterWell Pharmacy: 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. We care for patients with chronic and complex illnesses, as well as offer personalized clinical and educational services to improve health outcomes and drive superior medication adherence.

About CenterWell, a Humana company: CenterWell is a leading healthcare services business focused on creating integrated and differentiated experiences that put our patients at the center of everything we do. The result is high-quality healthcare that is accessible, comprehensive and, most of all, personalized. As the largest provider of senior-focused primary care, a leading provider of home healthcare and a leading integrated home delivery, specialty, hospice and retail pharmacy, CenterWell is focused on whole health and addressing the physical, emotional and social wellness of our patients. CenterWell is part of Humana Inc. (NYSE: HUM). Learn more about what we offer at CenterWell.com.

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. 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.