Join our compassionate community and prioritize health! The Senior Consumer Experience Specialist plays a pivotal role in enhancing interactions between our company and our members. This position is designed for individuals who excel at analyzing complex customer data to drive actionable change. You will report to the Consumer Experience Lead and tackle issues that require a thoughtful and thorough evaluation of various factors. Your primary responsibility will be to transform customer insights into impactful strategies that enhance the overall member experience. You will utilize various analytics tools, such as voice-of-the-customer metrics, NPS trends, root-cause analysis, sentiment and effort scoring, and call-listening insights, to inform strategic decisions. By narrating a compelling story with data, you will identify pain points, create solutions to optimize the end-to-end member journey, and explore automation opportunities. Collaboration across departments will be essential to communicate insights, foster alignment, and empower teams to enhance the member experience. Influence departmental strategies through data-driven insights. Make informed decisions on complex project issues while working independently. Set and achieve goals while articulating your approach to assignments. Utilize resources effectively while adhering to compliance guidelines. Understand departmental strategies and articulate assignments clearly. Proactively interpret needs and develop anticipated performance outcomes. Manage multiple projects, prioritizing effectively in the face of competing deadlines. Demonstrate a genuine passion for enhancing customer experiences. Make an Impact with Your Skills Required Qualifications A minimum of five (5) years in Consumer Experience or Consumer Service Operations. Experience in managing implementations and business readiness processes. Proficient in Microsoft Office Suite: Word, PowerPoint, Excel, and Outlook. Ability to analyze data to reveal insights, trends, and provide clear, story-driven reports. Track progress towards goals and suggest actionable steps based on findings. Preferred Qualifications A degree at the Associates level or higher. Experience in pharmacy operations. Background in call center support. Knowledge of Voice of the Customer (VoC) platforms. Project Management Professional (PMP) or Certified Associate in Project Management (CAPM) certification. Advanced proficiency in Excel for complex data handling, including graphing and automation. Workstyle: Remote Work from Home Location: U.S. Schedule: This is a salaried position with a typical 40-hour workweek, Monday - Friday from 8:00 AM to 4:30 PM Central Time, with flexibility as needed. Travel: Less than 5% or roughly once quarterly based on business requirements. Home Office Requirements : Employees working from home must have a reliable internet connection with at least 25 Mbps download speed and 10 Mbps upload speed. Approval is required for satellite, cellular, or microwave connections. Employees residing in California, Illinois, Montana, or South Dakota will receive a bi-weekly payment to assist with internet costs. Humana will provide necessary telephone equipment for this role. A dedicated workspace free from interruptions is required to protect sensitive member information. SSN Alert : Humana prioritizes identity protection. You may be requested to provide a Social Security Number if not already submitted. Instructions will be emailed for securely adding this information to your application. Interview Format : We utilize the HireVue platform as part of our recruitment process, facilitating a quicker connection and allowing you to share your relevant experience at your convenience. Scheduled Weekly Hours : 40 Pay Range : We offer a competitive salary based on skills, knowledge, and experience. The estimated range for this position is $71,100 - $97,800 annually. Bonus incentives may be available based on performance metrics. Benefits Overview : Humana, Inc. and its affiliates provide a comprehensive benefits package to support your overall well-being. We encourage personal health and informed healthcare choices for you and your family. Our offerings include medical, dental, and vision benefits, 401(k) plans, paid time off, company holidays, volunteer time off, and caregiver leave, among others. Application Deadline: 02-19-2026 About CenterWell Pharmacy : CenterWell Pharmacy is dedicated to delivering safe, reliable pharmacy services and is committed to quality and excellence. We provide clients with smooth, integrated solutions through home delivery, over-the-counter fulfillment, and pharmacy locations. Our focus is on supporting patients with chronic and complex health conditions, alongside personalized clinical and educational services to improve health outcomes. About CenterWell, a Humana Company : CenterWell centers on creating patient-focused experiences. As the largest provider of senior-focused primary care and one of the largest home health service providers, we address the holistic health of our patients. CenterWell is part of Humana Inc. (NYSE: HUM), which offers stability and excellent benefits, allowing growth in both personal and professional realms right from the start. Equal Opportunity Employer : Humana is committed to a diverse workforce and does not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability, or veteran status. We actively seek to employ and advance individuals from all backgrounds and ensure all employment actions are based on valid job requirements. CenterWell, a subsidiary of Humana, adheres to all federal civil rights laws and does not engage in discrimination based on race, color, national origin, age, disability, sex, sexual orientation, gender identity, or religion. We provide free language interpreter services.
