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Consumer Experience Service Design Lead

Humana

This is a Full-time position in Chicago, IL posted February 20, 2021.

nn Description nn nnThe Consumer Experience Lead ensures optimized interaction between a company and members.

The Consumer Experience Lead works on problems of diverse scope and complexity ranging from moderate to substantial.nn nn Responsibilities nn nnThe Consumer Experience Lead may leverage voice of the customer, NPSt, root cause, telling the story, call listening, member experience design, elimination and recognition of friction points, identifying automation/optimization opportunities, empower others in the organization to speak up and voice opportunities to improve the member experience.

Advises executives to develop functional strategies (often segment specific) on matters of significance.

Exercises independent judgment and decision making on complex issues regarding job duties and related tasks, and works under minimal supervision, Uses independent judgment requiring analysis of variable factors and determining the best course of action.nn nnThis role will be a part of the Service Experience Team.

This team will have relentless customer curiosity and commitment to drive the best experience.

We will deliver insights, action, and deliverables using a customer centered approach that will be dedicated to:nn nnAnticipating customer needs and Humana’s competitive opportunities.nn nnLeading with digital-first mindset to remove customer friction and improve the overall experience.

Helping partners make digital-first shift and simplifying the digital experience for greater adoption.nn nnHelping to prioritize, connect, and accelerate delivery to improve the end-to-end customer experience.nn nnThe ideal candidate will have expert knowledge and experience working within digital and service experience strategy, eCommerce, and operations.

They will have demonstrated examples and will have experience communicating, and building relationships with cross functional partners.nn nn Responsibilities: nn nnExpert interactive designer in building and showcasing experience through design and prototypingnn nnBuild deep empathy and understanding of the customer’s needs and expectations through journey mapsnn nnProvide an outside in perspective
– decoding, synthesizing, and translating the customer voice into the organizationnn nnBuild connection by clearly defining and linking strategic themes to actionable projectsnn nnEstablish best in class design thinking and practicenn nnExpert at storytellingnn nnAbility to collaborate, problem solve, and lead through influencenn nn Required Qualifications nn nn8 or more years of consumer experiencenn nn2 or more years of project leadership experiencenn nnDeep understanding of developing functional strategies and connecting those to the end-to-end customer experiencenn nnStrategic thinking capabilities; organized and detail-orientednn nnMust be passionate about contributing to an organization focused on continuously improving consumer experiencesnn nnIntellectual curiosity, structured thinking, and a comfort with ambiguitynn nnDemonstrated ability to lead projects through successful completion; preferably digital projectsnn nnStrong, demonstrated skills developing insights from analysis, and action from insightsnn nnStrong, demonstrated strategic, analytical thinking, and consulting skillsnn nnDemonstrated understanding of business and digital strategynn nnClear and concise oral and written communication skills and strong interpersonal skillsnn nn Preferred Qualifications nn Interactive designer expert nn Scheduled Weekly Hours nn nn40nn