Senior Consumer Experience Professional

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

The Senior Consumer Experience Professional will report to the Consumer Experience Lead and ensures optimized interaction between a company and members. The Senior Consumer Experience Professional work assignments involve moderately complex to complex issues where the analysis of situations or data requires an in-depth evaluation of variable factors.

The Senior Consumer Experience Professional drives organization‑wide improvement by translating customer insights into actionable change. This role leverages voice‑of‑the‑customer analytics, NPS trends, root‑cause analysis, sentiment and effort scoring, and call‑listening insights to influence data‑driven decisions. By telling a compelling story with data, this leader identifies friction points, designs solutions that improve the end‑to‑end member experience and uncovers opportunities for automation and optimization. They partner across the business to socialize insights, gain alignment, and empower teams to take action that elevates the member experience.

• Begin to influence department's strategy.
• Make decisions on moderately complex to complex issues regarding technical approach for project components and perform work without direction.
• Exercise considerable latitude in determining goals and approaches to assignments.
• Experience making decisions using resources and compliance guidance.
• Interpret assignments and understand department strategy
• Interpret needs and initiate and present ideas, anticipated performance and outcomes.
• Manage multiple projects and prioritize based on competing deadlines.
• Must be passionate about contributing to an organization focused on delighting the customer.

Use your skills to make an impact

Required Qualifications

• Minimum five (5) years of Consumer Experience and/or Consumer Service Operations Experience
• Prior experience managing implementations and business readiness processes
• Professional working knowledge using Microsoft Office Programs Word, PowerPoint, Excel, and Outlook.
• Optimize and analyze data to uncover insights, trends, and create story-driven reporting that is easily digestible for broader consumption.
• Measure progress toward recommended goals, identify drivers and recommended actions.

Preferred Qualifications

• Associates or higher degree
• Pharmacy experience
• Call Center Support experience
• VoC Platform knowledge
• PMP or CAPM
• Advanced Excel user experience with ability performing complex functions such as graphing, calculations, and automation to process large quantities of data.

Workstyle: Remote Work at Home

Location: U.S.

Schedule: This is a salaried paid position and typically is a 40-hour work week, Monday - Friday 8:00 AM to 4:30 PM Central Time and may fluctuate to meet needs.

Travel: Less than 5% or 1 time quarterly as needs require.

Work at Home Guidance To ensure Home or Hybrid Home/Office employees' ability to work, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria: At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested. Satellite, cellular and microwave connection can be used only if approved by leadership. Employees who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense. Humana will provide Home or Hybrid Home/Office employees 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.

SSN Alert Humana values personal identity protection. Please be aware that you may be asked to provide your Social Security Number, if it is not already on file. When required, an email will be sent from [email protected] with instructions on how to add the information into your official application on Humana's secure website.

Interview Format As part of our hiring process for this opportunity, we will use an interviewing technology called HireVue to enhance our recruiting process. HireVue allows us to quickly connect and gain valuable information from you regarding your relevant experience at a time that is best for your schedule.

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.

$71,100 - $97,800 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: 02-19-2026

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 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.