The Enterprise Transformation Lead will be part of a multi-disciplinary team focused on improving customer experience as well as key operational metrics. As part of this role, you will be responsible for helping to frame opportunities, from moderate to substantial, by identifying the current state of the process and assisting in developing solutions. A key responsibility of this role will be translating complex processes and systems into easy-to-understand artifacts; creating shared context which enables strategic decision making.
Diagram and evaluate current state processes utilizing well known approaches to process improvement and root cause diagnosis
Perform cost and benefit analyses, utilizing analysis outcomes and other key data attributes to create a compelling story for change
Partner with business and IT teams to ensure omnichannel consideration to lower the cost to serve
Use independent judgment requiring analysis of variable factors and determining the best course of action
Partner with marketing to oversee the development and approval of all language within marketing materials – includes member, broker/sales, and provider communications
Operationalize the experience in partnership with the Vendor Management team to ensure the vendor develops and maintains appropriate processes and executes an exceptional member experience
Collaborate with internal business and support areas to ensure readiness to support processes and have a clear understanding of expected member experience
Collaborate with the analytics team on what is needed to inform and optimize the member’s experience
Develop a measurement plan to ensure appropriate controls and key performance indicators are tracked and monitored
Work with the research team to perform focus groups, consumer research, and usability testing prior to implementation to inform future years
Evaluate test and learn opportunities with partners across the Enterprise for new initiatives
Use your skills to make an impact
Required Qualifications
At least 3 years of process improvement experience with a focus on operational improvement
At least 2 years of project leadership experience
Proficiency in business consulting and/or operational leadership experience
Strong business and financial acumen
Ability to connect the dots across enterprise functions and teams
Exceptional communication and interpersonal skills with the ability to quickly build rapport at all levels within the organization
Ability to identify process opportunities and drive strategic conversations; influence Enterprise leaders by sharing meaningful insights through synthesis of data
Preferred Qualifications
Bachelor’s Degree or military experience
Experience in healthcare services
Lean, Agile, Six Sigma, Business Process Management or Project Management certification
Experience working in Lucid
Work-At-Home Information
To ensure Home or Hybrid Home/Office employees’ ability to work effectively, 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 business requirements for their position/job.
Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.
Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.Scheduled Weekly Hours
40Pay 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.
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: 08-21-2025About us
Humana Inc. (NYSE: HUM) is committed to putting health first – for our teammates, our customers and our company. Through our Humana insurance services and CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health – delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare, Medicaid, families, individuals, military service personnel, and communities at large.
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.