Journey Mapping Lead

· Leverage the member and associate personas, develop and maintain journey maps through all touchpoints to visualize and enhance the Medicaid member and associate experience.

· Analyze member and associate feedback and behavior to identify pain points and propose opportunities for improvement.

· Collaborate with the Enterprise digital team, IT, Medicaid Product Management teams, and support teams to develop strategies that improve the member and associate experience.

· Implement member and associate experience programs and monitor their effectiveness through key performance indicators (KPIs).

· Conduct workshops and training sessions to educate Medicaid Team members on important journeys and proposals for enhancing journeys.

· Use data analytics tools to assess Medicaid Member and associate engagement and satisfaction metrics.

· Stay updated on industry trends and best practices to improve the Medicaid member and associate journey.

· Lead projects aimed at optimizing Medicaid Member touchpoints and improving retention rates.

· Facilitate regular meetings to discuss insights and strategies for improving the Medicaid member and associate experience.

As part of our hiring process for this opportunity, we will be use an interviewing technology called HireVue to enhance our hiring and decision-making ability. HireVue allows us to quickly connect and gain valuable information from you pertaining to your relevant skills and experience at a time that is best for your schedule.

​ 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.