Experience Strategist

Become a part of our caring community The Experience Strategist is an important contributor on the CenterWell Customer Experience (CWCX) Experience Strategy & Insights team. You will help translate customer signals into clear insights, priorities, and recommendations that inform decisions and experience improvement efforts. You will partner with Research Consulting Leads, VOC Insights, Analytics, Journey Transformation, and Departments. This partnership will help you summarize insights, apply experience frameworks, support prioritization, and ensure the Experience Strategist embeds customer perspectives in decision-making. You will focus on applying insights, structuring problems, and ensuring action. You will center on understanding what matters most, why it matters, and where we should act. Insights Synthesis & Application Support synthesis of VOC data, research findings, journey insights, operational metrics, and secondary research inputs into clear themes and possible effects. Translate customer and market signals into structured insights that help clarify what matters most, where experience gaps exist, and why they matter. Create experience summaries, opportunity statements, and insight narratives tailored to business and CX partners. Contribute to CX reporting and insight readouts by turning inputs into clear takeaways. Experience Strategy Apply experience and prioritization frameworks (e.g., desirability / feasibility / viability, moments that matter) to help structure experience problems. Support opportunity identification and prioritization efforts by organizing inputs, documenting assumptions, and summarizing trade-offs. Help connect customer experiences to outcomes, risks, and strategic goals. Represent experience considerations in planning and strategy discussions. Measurement Frameworks & Decision Enablement Uphold experience measurement and learning efforts by helping define hypotheses, success metrics, and learning agendas. Support the definition, socialization, and maintenance of experience measurement frameworks that connect customer outcomes to operational and financial performance. Ensure prioritization decisions by clarifying trade-offs, risks of inaction, and potential value creation. Instill confidence in decisions by identifying evidence gaps and recommending the right level of insight investment. Work with partners (within CWCX and across BUs) to assess desirability, viability, and feasibility when evaluating experience opportunities. Support development of prioritized CX portfolios and roadmaps in consideration of business strategy. Cross-Functional Collaboration Collaborate with Journey Transformation teams by providing insight context, customer needs, and priority signals to inform design and implementation work. Work with VOC and Analytics partners to understand available data, gaps, and confidence levels. Support partner meetings and working sessions through preparation, documentation, and synthesis of outcomes. Help ensure continuity of insights as work moves across CX teams and into Departments. Use your skills to make an impact Required Qualifications 3-5 years of experience in experience strategy, consulting, customer insights, CX analytics, or human-centered research. Bachelor's degree in social science, psychology, anthropology, human factors, market research, business, or related field. Experience with synthesis, problem-structuring, and storytelling skills. Proficiency in light data analysis and visualization. Experience linking customer experience insights to outcomes and metrics. Working knowledge of CX measurement approaches (e.g., NPS, CSAT, or journey-level metrics). Preferred Qualifications Experience in healthcare, payer, provider, pharmacy, or regulated service environments. Familiarity with VOC ecosystems, insight governance models, and CX frameworks. Experience supporting enterprise or portfolio-level prioritization. Additional Information 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 our 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 40 Pay 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. $78,400 - $107,800 per year This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance. 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. 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. Humana complies with all applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sex, sexual orientation, gender identity or religion. We also provide free language interpreter services. See our #J-18808-Ljbffr Humana Inc