CX Insights Lead

Become a part of our caring community and help us put health first
 

As a CX Insights Lead, you will work in a multi-disciplinary team, creating new experience strategies and service experiences for customers that help members to achieve their best health.

You will be responsible for scoping and crafting research strategy, conducting primary and secondary research, and delivering actionable insights. You will apply a variety of research methods for contextual (e.g. trend scanning, market analysis), generative (e.g., user interviews, mental models), and evaluative research (e.g., moderated & unmoderated concept testing) to inform experience strategy and service design decisions. You will help to coordinate seamless customer experience connectivity across touchpoints, channels, and business offerings, using strategic tools and human-centered approaches. You will follow new experiences through delivery to measure the customer experience and support ongoing improvement and evolution of the customer's relationship with Humana.

This is a remote role reporting to the Director of CX Insights.

• Leads customer/user insights and CX measurement contributions within a business domain or functional group

• Oversight of planning, development, and execution of insights and CX programs and deliverables within a business domain or functional group

• Works independently, makes decisions on complex issues, executing analysis and synthesis of disparate factors, determining best course of action on insights and CX programs

• Drives approaches to codify and socialize customer insights contribution to customer-centered approach within and beyond the business unit

• Influences and supports leader to create, codify, and socialize customer insights and CX points of view, strategies, ways of working, methods + tools

• Builds valuable strategic partnerships with stakeholders across the business unit, Humana, and vendors—at all levels, across functions and lines of business

• Demonstrates Humana and business unit values, leadership behaviors, and cultural attributes, modeling positive practices in all interactions

• Proactively collaborates with and cross-trains insights peers

• Supports recruiting and hiring in customer insights and adjacent functional areas, including CX strategy, design, product, and marketing

• Identifies new approaches, methods, and tools; activates and pilots them through insights/CX programs; socializes and rolls them out with the practice

• Demonstrates strategic rigor and craft standards, influencing a culture of mastery and excellence

Use your skills to make an impact
 

Required Qualifications

• 8-10 years of experience leading customer insights contributions in the context of innovation, human-centered design, CX

• 5-8 years of experience independently managing customer insights or CX programs

• Exceptional communication, problem-solving, coaching and management skills

• Demonstrated advanced education or expertise in customer insights and CX tradecraft: BS, MS, or PHD in a research-related discipline (e.g., Design Strategy, Human Computer Interaction, Interaction Design, Human Factors, Psychology, Anthropology, Cognitive Science)

• Understanding and experience with a variety of research methodologies

• Must be passionate about contributing to an organization focused on continuously improving consumer experiences in healthcare

• Experience with design thinking and agile environments

Preferred Qualifications

• Master's Degree or other graduate degree

• Experience in the health insurance industry

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.

 

$123,800 - $170,400 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, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.

About Us
 

Humana Inc. (NYSE: HUM) is committed to putting health first – for our teammates, our customers and our company. Through our Humana insurance services and CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health – delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare, Medicaid, families, individuals, military service personnel, and communities at large.

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 veteran status. It is also the policy of Humana to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, 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.