Associate Director Customer Experience

Profile

Description

Humana's Marketing Organization is seeking an Associate Director, Customer Experience to join the Market Research team working remote anywhere in the U.S. This enterprise team focuses on running and generating insights from numerous Net Promoter programs. The team also packages its insights into compelling, easy to understand storylines with strong visualizations to help the business make data driven decisions.

Responsibilities

As the Associate Director, Customer Experience you will create organizational strategy for Humana's Voice of the Customer program and be responsible for its Customer Feedback Management (CFM) tool. Additionally, you will motivate, lead and inspire a team of associates as well as support, help and develop associates to their fullest potential within a Fortune 500 organization.

Key Role Functions


Run large Net Promoter System (NPS) programs including the creation of driver models and prioritization analyses using appropriate techniques such as Bayesian Network Analysis (BNA)
Leverage CFM tool by generating actionable insights and training/empowering platform users within and across servicing channels (omnichannel)
Interface with technical teams about CFM as appropriate. At times co-leading and at other times giving direction on installing new net promoter program implementations and enhancements for high value touchpoints
Understand and direct CFM integration with other important technologies and tools within the organizations 'tech stack'
Survey design and optimization as well as survey and data governance and stewardship
Utilize various techniques such as designing incentive plans, frontline standards, coaching processes and the reporting necessary to support the infrastructure
Deep knowledge of collecting both outer and inner loop feedback
Integrate outer and inner loop data streams into a holistic, integrated insights ecosystem that drives tangible value for the business
Partner with internal audit team to understand how to run VoC programs with the highest possible degree of rigor and excellence
Partner with peer leaders on team to define JTBD and best way to execute based on all leaders' skillsets
Leverage an enterprise mindset working across all business segments and key touch points
Develops and execute vision as well as operate autonomously in matrixed environment
Lead/project mange large strategic initiatives


Required Qualifications


Bachelor's Degree in Marketing, Communications or Business
6 years of Marketing research experience
2 years of management experience
7 years of data analysis experience
Prior experience in running/owning a VoC programs
Prior experience in running/owning a CFM platform
Prior experience as an influential leader
Understanding and experience with a variety of research methodologies
Possess the ability to write queries, create forms, reports and documents in Access and Excel
Project management experience
Experience communicating complex and functional strategies to senior management
Must be passionate about contributing to an organization focused on continuously improving consumer experiences


Preferred Qualifications


Master's degree or other graduate degree
Experience in the health insurance industry


Additional Qualifications

Covid-19 Vaccine/Testing Requirement

Humana and its subsidiaries require vaccinated associates who work outside of their home to submit proof of vaccination, including COVID-19 boosters. Associates who remain unvaccinated must either undergo weekly negative COVID testing OR wear a mask at all times while in a Humana facility or while working in the field.

Work at Home/Remote Requirements


Must ensure designated work area is free from distractions during work hours and virtual meetings
Must provide a high-speed DSL or cable modem for a workspace (Satellite and Hotspots are prohibited). A minimum standard speed of 10x1 (10mbs download x 1mbs upload) for optimal performance of is required


Scheduled Weekly Hours

40

Humana complies with all applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sex, sexual orientation, gender identity or religion. We also provide free language interpreter services. See our ****

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