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The Principal Agent Experience Professional leads the design, optimization, and strategic advancement of processes and tools that support our Medicare Advantage sales agents and Humana's holistic health approach. We are looking for someone who can define agent and business needs and advise on how AI can offer solutions. Reporting directly to the VP of Technology Solutions, you will oversee product life cycles and deliver exceptional agent experiences across omni-channel platforms. This is a remote work opportunity with no direct reports.

Once products are launched, you will monitor their efficacy and use feedback to ensure they are meeting needs across each customer segmentation, making adjustments over time to achieve the desired outcomes. Your focus on product life cycle management will improve outcomes by integrating sales, pharmacy, medical, wellness, and specialty benefits into product design.

Use your skills to make an impact
 

Principal Responsibilities:

• Lead the development and continuous improvement of agent experience strategies, using Humana's North Star Architecture and omni-channel principles.
• Design and orchestrate reusable components and domain services that support agent interactions across medical, pharmacy, wellness, and specialty benefit platforms.
• Collaborate with business and technology partners to identify agent pain points and implement solutions that enhance administrative efficiency, connectivity, and targeted outreach.
• Partner with Agentic teams to create simple experience strategies that improve member and employer satisfaction.
• Guide standardization, documentation, and adoption of best practices for agent-facing tools and workflows.
• Oversee the deployment and optimization of agent tools, such as MP360, External Portal, Agent Assist, ensuring they meet agent and member needs.
• Use analytics to measure agent satisfaction, performance and impact on member outcomes, presenting relevant insights to leadership.
• Champion compliance, data security, and quality assurance in all agent-facing systems, according to industry standards and Humana policies.
• Guide cross-functional teams, promoting a culture of innovation and excellence in agent experience.

Required Qualifications:

• 8+ years of experience in end-user design, agent experience, customer experience, or a related role
• Experience with omni-channel experience design, digital transformation, and technology integration
• Experience with compliance frameworks and quality assurance in healthcare or technology settings.
• Expertise in process optimization, workflow design, and stakeholder engagement.

What can set you apart from others:

• Bachelor's degree or higher in Business, Technology, Healthcare Administration, or related field
• Experience in healthcare, pharmacy, or insurance industries
• Experience working with large, matrixed enterprises (e.g., Fortune 500 healthcare organizations).
• Familiarity with pharmacy benefit management and healthcare data integration
• Familiarity with Humana's platforms, such as MyHumana, Humana Pharmacy, and specialty pharmacy solutions.

Work-At-Home Requirements

To ensure Home or Hybrid Home/Office associate connectivity, the self-provided internet service of Home or Hybrid Home/Office associates must meet the following criteria:

• We recommend a minimum download speed of 25 Mbps and an upload speed of 10 Mbps; a wireless, wired cable or DSL connection is also recommended
• Leadership approval required for satellite, cellular and microwave connection.
• We will provide associates who live and work from Home in the state of California, Illinois, Montana, or South Dakota a bi-weekly payment for their internet expense.
• Humana will provide Home or Hybrid Home/Office associates with telephone equipment appropriate to meet the requirements for their position/job.
• Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.

Interview Process

As part of our hiring process for this opportunity, we use an interviewing technology called HireVue to enhance our decision-making ability. HireVue allows us to quickly connect and gain valuable information from you regarding your relevant skills and experience at a time that is best for your schedule. If selected to move forward, you will receive outreach from HireVue (noreply@mail.modernhire.com) and an invitation to complete a text-based or self-recorded video screening.

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.

 

$150,000 - $206,300 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.

Application Deadline: 05-19-2026

About us
 

About Humana: Humana Inc. (NYSE: HUM) is a leading U.S. healthcare company. Through our Humana insurance services and our 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 and Medicaid, families, individuals, military service personnel, and communities at large. Learn more about what we offer at Humana.com and at CenterWell.com.

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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.