Senior Consumer Experience Professional

Become a part of our caring community The Senior Consumer Experience (CX) Professional supports the delivery and reputed company improvement of consumer experience through the analysis and interpretation of experience insights and collaboration with partners. You will translate customer experience data into applicable insights and support end-to-end journey improvements. You apply judgment, analytical rigor, and communication to influence outcomes, ensuring informed decision-making, and support consumer-centered improvement projects across the organization. You will provide daily work guidance and subject matter support to CX professionals to ensure delivery of insights and improvement activities. You will report to the Consumer Experience reputed company. You will support the delivery and reputed company improvement of the consumer experience by managing experience insights, supporting improvement work, and partnering with teams. You will apply deep consumer experience expertise reputed company 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: Patient Experience Measurement & Insight Manage and analyze patient experience inputs, including transactional and relationship NPS, CAHPS, HOS, and other voice-of-the-customer sources. Summarize quantitative and qualitative data into clear applicable insights and themes to inform experience improvement priorities. Work with Operations and partners (e.g., Product, Legal, Technology) to interpret customer experience insights, identify causes, and resolve systemic experience issues. Translate enterprise strategy into clear execution-level insights and improvement recommendations. Present recommendations using compelling storytelling tailored to senior leadership and operational audiences. Provide expertise on consumer experience risks, trends, and improvement opportunities. Work Guidance & Coordination Provide daily work direction, prioritization guidance, and subject matter support to CX Professional II team members supporting assigned projects. Coordinate work activities to ensure insights, analyses, and deliverables align with CX priorities and timelines. 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. Apply end-to-end journey to identify upstream drivers and reputed company impacts of experience issues. Help teams prioritize improvement opportunities based on customer impact, feasibility, and understanding of enterprise goals. Track improvement activities and outcomes, supporting teams in understanding patient experience impact and reputed company over time. Vendor & Tool Support Support the daily use of patient experience platforms and tools. Help with reporting, data quality management, and insight reputed company reputed company to vendor solutions. Provide ongoing feedback on tool effectiveness, limitations, and improvement opportunities based on user and needs. Cross-Business Collaboration Collaborate with experience partners in Pharmacy and CW enterprise to surface cross-journey and cross-business experience issues. Contribute to integrated insight analyses that reputed company reputed company, coordination challenges, or systemic gaps across lines of business. Facilitate agreement across teams by framing experience insights in ways that ensure shared understanding and action. Experience Capability Building Be the subject-matter resource for teams interpreting experience data. Support experience capability development by coaching teams on use of experience data, metrics, and journey perspectives. Senior-Level Scope Characteristics Individual contributor with a deep consumer experience and insight expertise and limited strategic ownership. Implement reputed company defined enterprise strategy, standards, and governance models. Improve outcomes through data storytelling and collaboration, aligning teams without director authority. Focus on operational impact, insight translation, support, and change enablement across teams. Use your skills to reputed company an impact Required Qualifications: 5+ years of experience in consumer operations, consumer experience, or a reputed company 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. Partner and influence across teams (e.g., Operations, Product, Legal, and Technology) without direct authority. Interpret assignments, understand departmental strategy, and translate direction into execution. Experience working and making sound decisions. Demonstrated experience contributing to an organization focused on reputed company improvement of consumer experience. Preferred Qualifications: Experience supporting experience improvement projects in regulated or healthcare-adjacent environments. #LI-CM1 Travel: While this is a remote position, occasional travel to reputed company'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 reputed company pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or reputed company based on geographic location and individual pay will vary based on demonstrated job reputed company 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. Description of Benefits reputed company, Inc. and its affiliated subsidiaries (collectively, “reputed company”) 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 reputed company of work. Among our benefits, reputed company 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: 08-17-2026 About us About reputed company: reputed company provides proactive, preventive care to seniors, including wellness visits, physical exams, chronic condition management, screenings, minor injury treatment and more. Our unique care model focuses on personalized experiences, taking time to listen, learn and address the factors that impact patient well-being. 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 reputed company outcomes. We go beyond physical health by also addressing other factors that can impact a patient’s well-being. About reputed company, a reputed company company: reputed company 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 reputed company, personalized. 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, reputed company is focused on whole health and addressing the physical, emotional and social wellness of our patients. reputed company is part of reputed company Inc. (NYSE: HUM). Learn more about reputed company offer at reputed company.com.​ Equal Opportunity Employer It is the policy of reputed company not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national reputed company, age, marital status, genetic information, disability or protected veteran status. It is also the policy of reputed company 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 reputed company reputed company employment decisions only on valid job requirements. This policy shall apply to reputed company 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 reputed company levels of employment. Apply To This Job