Senior Consumer Experience Professional

Responsibilities

• Manage and analyze patient experience inputs, including transactional and relationship NPS, CAHPS, HOS, and other voice-of-the-customer sources.
• Summarize quantitative and qualitative data into clear applicable insights and themes to inform experience improvement priorities.
• Work with Operations and partners (e.g., Product, Legal, Technology) to interpret customer experience insights, identify causes, and resolve systemic experience issues.
• Translate enterprise strategy into clear execution-level insights and improvement recommendations.
• Present recommendations using compelling storytelling tailored to senior leadership and operational audiences.
• Provide expertise on consumer experience risks, trends, and improvement opportunities.

Work Guidance & Coordination

• Provide daily work direction, prioritization guidance, and subject matter support to CX Professional II team members supporting assigned projects.
• Cookordinate work activities to ensure insights, analyses, and deliverables align with CX priorities and timelines.
• Review work outputs and provide feedback to support quality, consistency, and development of CX capabilities.

Experience Improvement Support

• Support experience improvement projects focused on prioritized end-to-end customer journeys.
• Partner with operational, clinical, access, service, and communication teams to address identified experience friction points.
• Help teams prioritize improvement opportunities based on customer impact, feasibility, and understanding of enterprise goals.
• Track improvement activities and outcomes, supporting teams in understanding patient experience impact and progress over time.

Vendor & Tool Support

• Support the daily use of patient experience platforms and tools.
• Help with reporting, data quality management, and insight generation related to vendor solutions.
• Provide ongoing feedback on tool effectiveness, limitations, and improvement opportunities based on user and needs.

Cross-Business Collaboration

• Collaborate with experience partners in Pharmacy and CW enterprise to surface cross-journey and cross-business experience issues.
• Contribute to integrated insight analyses that highlight handoff, coordination challenges, or systemic gaps across lines of business.
• Facilitate agreement across teams by framing experience insights in ways that ensure shared understanding and action.

Experience Capability Building

• Be the subject-matter resource for teams interpreting experience data.
• Support experience capability development by coaching teams on use of experience data, metrics, and journey perspectives.

Qualifications

• 5+ years of experience in consumer operations, consumer experience, or a related discipline.
• Experience analyzing and summarizing consumer or patient experience data (e.g., NPS, CAHPS, HOS, or other voice-of-the-customer sources) to produce applicable insights.
• Partner and influence across teams (e.g., Operations, Product, Legal, and Technology) without direct authority.
• Interpret assignments, understand departmental strategy, and translate direction into execution.
• Experience working and making sound decisions.
• Demonstrated experience contributing to an organization focused on continuous improvement of consumer experience.

Bonus Information

• This job is eligible for a bonus incentive plan.

About Us

• About CenterWell Senior Primary Care: CenterWell Senior Primary Care provides proactive, preventive care to seniors, including wellness visits, physical exams, chronic condition management, screenings, minor injury treatment and more.
• About CenterWell, a Humana company: CenterWell is a leading healthcare services business focused on creating integrated and differentiated experiences that put our patients at the center of everything we do.

About Humana

• 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

Application Deadline: 08-17-2026

About Us

• About CenterWell Senior Primary Care: CenterWell Senior Primary Care provides proactive, preventive care to seniors, including wellness visits, physical exams, chronic condition management, screenings, minor injury treatment and more.
• About CenterWell, a Humana company: CenterWell is a leading healthcare services business focused on creating integrated and differentiated experiences that put our patients at the center of everything we do.

About Humana

• 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.

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.