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Humana Experience Strategy & Transformation Lead - Work at home KY preferred in Boston, Massachusetts

Description

The Experience Strategy & Transformation Lead is the driver of the strategic roadmap and stakeholder engagement to support Humana’s Customer Experience Center Platform (CECP) transformation program. The Experience Strategy & Transformation Lead will help establish and support the strategic objectives of the CECP program, as well as drive activation of the strategic roadmap across the enterprise to deliver on critical goals for the CECP program.

Responsibilities

The Experience Strategy & Transformation Lead is the driver of the strategic roadmap and stakeholder engagement to support Humana’s Customer Experience Center Platform (CECP) transformation program. The Experience Strategy & Transformation Lead will help establish and support the strategic objectives of the CECP program, as well as drive activation of the strategic roadmap across the enterprise to deliver on critical goals for the CECP program.

This role will be responsible for building and maintaining relationships with varying levels of stakeholders across the enterprise to drive awareness, support, engagement, and adoption of CECP. This role will also be responsible for coordinating and collaborating with strategy and transformation counterparts across the enterprise, to ensure alignment in strategy and execution, across multiple overlapping initiatives, targeting similar goals and end-users.

This role will require someone who can do the following:

  • Strategic planning and business unit activation

  • Partners with the Program Portfolio Manager to determine appropriate timing and participants from each business unit to build out CECP roadmap, activation plan and approach

  • Collaborates with stakeholders to identify resources needed from each business unit for the implementation of CECP capabilities, including negotiating prioritization, timing, and approach as needed

  • Owns communications on CECP roadmap, including supporting data, process, and considerations to building

  • Socializes and manages changes for the roadmap with CECP leaders and business unit / technology leadership

  • Provides input to business unit kick-off materials and complexity ratings based on knowledge of business

  • Ensures enterprise awareness and engagement to support release planning for CECP rollout across business units

  • Develops, implements, and continuously improves stakeholder engagement strategy

  • Develops stakeholder engagement and communication strategy for CECP program

  • Connects across the enterprise to identify and build relationships with key stakeholders for each business unit

  • Ensures stakeholders across the enterprise are kept informed and motivated about CECP, its value, and how and when they may be impacted

  • Drafts messages or scripts for executives in the form of presentations, emails, and other communications to support the CECP program as a whole

  • Establishes feedback loops and manages stakeholder analysis report to determine effectiveness of engagement activities and then develop key interventions as needed

  • Manages issues, mitigates risks, and anticipates or combats resistance, through effective, proactive collaboration across the enterprise

  • Creates creative and innovative communications to inform, inspire, and engage stakeholders and end-users to drive awareness and adoption of CECP

  • Uses visual design techniques to communicate the CECP story to executives across the enterprise

  • Required Qualifications

  • Bachelor's degree

  • 8 or more years of strategy and transformation experience

  • 2 or more years of project or program leadership experience

  • Experience leading large teams/programs

  • Exceptional written and verbal communication skills

  • Strong relationship development and influential skills across all levels of organizations

  • Working knowledge of all Microsoft programs with an emphasis on PowerPoint

  • Detail oriented with excellent organizational skills

  • Demonstrated ability to make independent judgments

  • Must be passionate about contributing to an organization focused on continuously improving consumer experiences

  • Preferred Qualifications

  • Experience managing change initiatives and transformations

  • Prior customer relations management experience

  • Certified Change Management Practitioner

  • Strategic Communication experience

Scheduled Weekly Hours

40

About Us

Mission: At Humana, our cultural foundation is aligned to helping members achieve their best health by delivering personalized, simplified, whole-person healthcare experiences. Recognizing healthcare needs continue to evolve for each person, for each family and for each community, Humana continuously creates innovative solutions and resources that help people live their healthiest lives on their terms –when and where they need it. Our employees are at the heart of making this happen and that’s why we are dedicated to building an organization of dynamic talent whose experience and passion center on putting the customer first.

Equal Opportunity Employer

It is our policy to recruit, hire, train, and promote people without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity or expression, disability, or veteran status, except where age, sex, or physical status is a bona fide occupational qualification. View the EEO is the Law poster.

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact mailboxtasrecruit@humana.com for assistance.

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