Vacancy caducado!
The Consumer Experience Professional - Operational Readiness in Enterprise Shared Services will oversee the development, execution, and continuous improvement of a standardized operational readiness program to ensure Humana is service ready for every customer contact. This role requires a maniacal focus on experience, ensuring service changes introduced to contact centers land with excellence and achieve expected outcomes. The incumbent will exhibit a depth of understanding and a bias for action related to the recognition and elimination of friction points and opportunities for automation and optimization of processes. Primary Deliverables: • Develop operational readiness framework to define and measure success o Create processes and templates to evaluate service readiness and define solutions to solve for gaps o Create continuous improvement process and measurement tools to ensure consistent adoption of process and procedure for new service changes o Create process and measurement templates to determine whether product delivery meets required experience and expected value to business o Create governance and operating model to implement operational readiness framework • Develop playbook to create governance and standardized, lean process for implementing command center, rapid response, and service recovery efforts Success Looks Like: • Baselined and improved key performance indicators based on NPSt, Agent Knowledge, Defects, Issue/Contact Resolution • Baselined and reduced mean time to resolution from start to finish on issues that arise through command center, rapid response, and service recovery activity Required Qualifications: • 3-5 years working with change management, consumer experience design and operational readiness, preferably contact center-related • Critical thinker who anticipates team needs, takes initiative to present ideas, ask questions, and exhibit a commitment to pursuit of excellence • Exceptional communication skills, both verbal and written • Experience with SDLC management (Agile and Waterfall) and workflow development • Demonstrated process development and training experience
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