Humana, Inc.

Senior Consumer Experience Professional

Remote Nationwide, USA · Senior · Full-time

Sponsorship not specified$71k-$98kDetected 9 hours ago

ComplianceHIPAALeadershipCommunicationCollaborationMentoring

About the role

You will apply deep consumer experience expertise within an established strategy, governance model, and toolset, contributing to consumer-centered improvements through rigorous analysis, coordination, and hands-on execution.
You will influence outcomes through insight translation, facilitation, and data-driven recommendations rather than formal authority.

Responsibilities

Manage and analyze patient experience inputs, including transactional and relationship NPS, CAHPS, HOS, and other voice-of-the-customer sources.
Work with Operations and partners (e.g., Product, Legal, Technology) to interpret customer experience insights, identify causes, and resolve systemic experience issues.
Provide daily work direction, prioritization guidance, and subject matter support to CX Professional II team members supporting assigned projects.
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.
Vendor & Tool Support
Support the daily use of patient experience platforms and tools.
Collaborate with experience partners in Pharmacy and CW enterprise to surface cross-journey and cross-business experience issues.

Requirements

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.
Experience working and making sound decisions.

Nice to have

wireless, wired cable or DSL connection is suggested.
In certain roles, the minimum recommended internet speed required by Humana may not be sufficient for business needs.
Humana reserves the right to require associates to upgrade their internet service if necessary.
Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.
Scheduled Weekly Hours
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.
This incentive opportunity is based upon company and/or individual performance.
Application Deadline: 09-20-2026

Compensation

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.

Benefits

This job is eligible for a bonus incentive plan.
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.
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.

Company info

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.
The result is high-quality healthcare that is accessible, comprehensive and, most of all, personalized.
CenterWell is part of Humana Inc. (NYSE: HUM).
Learn more about what we offer at CenterWell.com.
Equal Opportunity Employer
As the largest provider of senior-focused primary care, a leading provider of home healthcare and a leading integrated home delivery, specialty, hospice and retail pharmacy, CenterWell is focused on whole health and addressing the physical, emotional and social wellness of our patients.
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.
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.
Our integrated care teams, which include physicians, nurses, behavioral health specialists and more, spend up to 50 percent more time with patients, providing compassionate, personalized care that brings better health outcomes.
We go beyond physical health by also addressing other factors that can impact a patient's well-being.
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.

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