Consumer Experience Lead_

Columbus

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

The Consumer Experience Lead ensures optimized interaction between CenterWell Pharmacy and its customers by designing service experiences across products, people, and processes. The scope of work includes a diverse problem set and varies in complexity ranging from moderate to substantial. The role is a remote work opportunity reporting to an Associate Director on the Pharmacy Service Experience team. Applicants should please include their resume and a cover letter.

The Consumer Experience Lead ensures optimized interaction between CenterWell Pharmacy and its customers by **designing service experiences across products, people, and processes.** The scope of work includes a diverse problem set and varies in complexity ranging from moderate to substantial. The role is a remote work opportunity reporting to an Associate Director on the Pharmacy Service Experience team. Applicants should please include their resume and a cover letter.

**Team Overview**

The Pharmacy Service Experience team is focused on defining and executing strategic priorities to transform CenterWell Pharmacy into an industry leader in Customer Experience (CX). The team uses a customer-centered approach to generate transformational insights and action plans to:

+ Anticipate customer needs and business opportunities at every point of the pharmacy journey.

+ Create seamless customer interactions across channels and touchpoints.

+ Lead and influence work with a digital-first mindset.

+ Deliver pleasing digital-first experiences for greater self-service adoption.

+ Prioritize and accelerate experience delivery to realize brand differentiation.

**Responsibilities:**

The Consumer Experience Lead is passionate about tackling complex problems and designing solutions to make customers' lives easier while creating value for the business. From strategic research and data analysis to gaining organizational alignment on priority work across functions, the Consumer Experience Lead is responsible for driving CX initiatives from concept to completion. The Consumer Experience Lead is a creative problem solver with strong strategic thinking skills, well versed in Design Thinking and Agile methodology, and an excellent visual, verbal, and written communicator able to distill ambiguous problems into elegant narratives and solutions. Key activities include:

+ Serving as a SME on the customer experience across all channels and being relentlessly curious about how customers engage with CenterWell Pharmacy as well as with competitors and new technologies.

+ Analyzing large data sets, VOC feedback, and secondary research to proactively identify and scope customer problems and business opportunities and taking the initiative to address them.

+ Establishing a clear understanding of the problem and opportunity by collaborating to develop and refine research plans and ensure the quality of findings.

+ Leveraging user-centered design frameworks like journey maps, two-by-two matrixes, Venn diagrams, etc. to visualize the user experience and identify pain points.

+ Translating findings and insights into a clearly articulated vision of the value, success criteria, and acceptance criteria for meaningful solutions across Product, IT, Marketing, Operations, Finance, etc.

+ Leading through influence by building strong relationships across cross functional teams and communicating effectively at all levels, including executive-level presentations.

+ Facilitating workshops and other creative problem solving with partners to generate solutions and further a culture of innovation and transformation.

+ Working with members of the team to prioritize the most desirable, feasible, and viable solutions.

+ Helping team members to evaluate and test solutions and consulting on release planning, operational readiness, and performance measurement.

**Use your skills to make an impact**

**Required Qualifications**

+ 5-7 years of demonstrated experience independently leading strategic projects

+ Bachelor's degree OR 8-10 years of experience independently leading strategic projects

+ Track record of structuring a data-driven approach to complex business problems

+ Proven success leading cross functional projects to completion

+ Excited about Design Thinking and human-centered design

+ Experience with qualitative and quantitative data analytics

+ Strong communication skills; able to convey complex ideas clearly and concisely with stakeholders at all levels

+ Highly motivated, self-driven, and hands-on with a high level of accountability

+ Comfortability giving and receiving constructive feedback

+ Basic understanding of technology and business operations

**Preferred Qualifications**

+ Design Thinking certified or experience facilitating the Design Thinking process

+ Technical experience designing strategy for digital applications

+ Proficient in agile development practices

+ Experience in business case development

**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.$102,200 - $140,700 per yearThis 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**

About CenterWell Pharmacy: CenterWell Pharmacy provides convenient, safe, reliable pharmacy services and is committed to excellence and quality. Through our home delivery and over-the-counter fulfillment services, specialty, and retail pharmacy locations, we provide customers simple, integrated solutions every time. We care for patients with chronic and complex illnesses, as well as offer personalized clinical and educational services to improve health outcomes and drive superior medication adherence.About CenterWell, a Humana company: CenterWell creates experiences that put patients at the center. As the nation's largest provider of senior-focused primary care, one of the largest providers of home health services, and fourth largest pharmacy benefit manager, CenterWell is focused on whole-person health by addressing the physical, emotional and social wellness of our patients. As part of Humana Inc. (NYSE: HUM), CenterWell offers stability, industry-leading benefits, and opportunities to grow yourself and your career. We proudly employ more than 30,000 clinicians who are committed to putting health first - for our teammates, patients, communities and company. By providing flexible scheduling options, clinical certifications, leadership development programs and career coaching, we allow employees to invest in their personal and professional well-being, all from day one.

**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 because he or she is a protected veteran. 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.

Centerwell, a wholly owned subsidiary of 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 full accessibility rights information and language options artnersinprimarycare.com/accessibility-resources