Become a part of our caring community The Consumer Experience Lead ensures optimized interaction between a company and members. The Consumer Experience Lead works on the remediation of identified issues from the Resolution team root cause hub to resolve member abrasion points on a diverse scope. You will report to the Director, Strategy Advancement. As the Consumer Experience Lead you will Lead strategic and operational initiatives that improve business performance, organizational effectiveness, and cross-functional execution Analyze complex issues to identify root causes, uncover improvement opportunities, and recommend sustainable solutions. Build relationships, influence decision-making at all levels, and communicate recommendations Manage escalations, resolve issues, and accountability for commitments, deliverables, and action items across teams Strengthen operations through documentation, strategies, self-service resources, process optimization, and decision-support materials for leadership Use your skills to make an impact Required Qualifications Bachelor's degree 3 or more years of experience in Healthcare operations 3 or more years of project management experience 3 or more years of project leadership experience Demonstrated analytical with experience identifying root cause and implementing sustainable solutions Live in EST or CST time zone Preferred Qualifications Experience supporting executive leadership teams or enterprise-wide strategic initiatives Experience with operation excellence, process improvement methodologies, or business transformation efforts Demonstrated Executive leadership experience with communication strategy skills <p style="text-align:inheri
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Role overview
Job description
Become a part of our caring community
The Strategy Advancement Advisor is a member of Humana’s People Innovation team, which helps shape and advance the future of HR by translating enterprise and workforce priorities into focused strategies and measurable outcomes. This role partners with HR and business leaders to frame complex challenges, develop fact-based recommendations, and move high-priority initiatives from strategy through execution. The Advisor will work across a varied portfolio of enterprise people priorities and transformation efforts, bringing structure to ambiguity, connecting work across functions, and helping leaders make informed decisions that improve business, workforce, and associate outcomes.Humana is seeking an experienced strategy professional to join the People Innovation team. The team serves as a strategic partner to HR and the business, helping identify, shape, and advance high-impact opportunities that support Humana’s people strategy and broader enterprise transformation. Our work spans emerging workforce priorities, talent and organizational strategies, operating model and work redesign, and other cross-functional initiatives that require enterprise perspective, disciplined problem solving, and coordinated execution.
As a Strategy Advancement Advisor, you will lead and support a portfolio of complex, high-visibility initiatives from early problem definition through recommendation and activation. You will work with senior leaders, HR partners, subject matter experts, and cross-functional teams to clarify business needs, synthesize internal and external insights, evaluate strategic choices, and translate direction into practical plans. The role requires the ability to move between strategy and execution, build alignment across a matrixed organization, and produce clear, executive-ready recommendations that enable timely decisions and measurable progress.
Key responsibilities include:
• Lead strategic projects and workstreams that address priority workforce, talent, organizational, and HR transformation opportunities, with accountability for scope, approach, deliverables, risks, and outcomes.
• Partner with HR and business leaders to diagnose complex or ambiguous challenges, define the underlying business need, and establish clear objectives, decision points, and measures of success.
• Conduct and synthesize quantitative and qualitative analysis, including internal data, external research, leading practices, and stakeholder perspectives, to identify insights and inform strategic recommendations.
• Develop enterprise-level strategies, roadmaps, business cases, and implementation considerations that connect people priorities to business outcomes and enable leaders to move from direction to action.
• Facilitate interviews, working sessions, and cross-functional discussions that surface perspectives, test assumptions, resolve issues, and build alignment among senior leaders and key stakeholders.
• Create compelling executive-level presentations, written narratives, and decision materials that clearly frame the opportunity, strategic choices, recommendations, expected outcomes, and required actions.
• Coordinate across HR centers of excellence, HR business partners, technology, finance, and business teams to connect related efforts, manage dependencies, and support integrated solutions rather than isolated activities.
• Establish practical governance, milestones, and performance measures for assigned initiatives; monitor progress, identify risks, and recommend adjustments to sustain momentum and value realization.
• Support the People Innovation team's portfolio by helping evaluate and prioritize new requests based on strategic alignment, enterprise impact, feasibility, and expected value.
• Contribute to a collaborative, fact-based team culture by sharing perspectives, challenging assumptions constructively, and helping colleagues strengthen strategic thinking and execution capabilities.
Attributes that contribute to success in this role:
- Demonstrated ability to structure ambiguous problems, perform quantitative and qualitative analysis, and translate findings into actionable recommendations
- Strong executive communication skills, including experience developing clear presentations, narratives, and decision materials
- Strong stakeholder management and facilitation skills, with the ability to build trust and influence across functions and levels
- Ability to manage multiple priorities, work independently, and lead through ambiguity in a large, matrixed organization
- Highly collaborative, adaptable, and committed to improving consumer and associate experiences
Use your skills to make an impact
Required Qualifications
- Bachelor's degree
- 8 or more years of relevant experience in strategy, consulting, transformation, organizational effectiveness, talent strategy, workforce strategy, or a related field
- 2 or more years of experience leading complex projects or strategic workstreams
Preferred Skills
- Experience or exposure to Tech/AI implementations
- Experience in Healthcare industry
- Experience leading cross-functional initiatives (HR/IT/Finance)
Additional information:
This role is located in Washington, DC and will be hybrid office.
In this role you will report to an Associate Director.
Travel will be based on business need.
Work at Home Requirements: 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. 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.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, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.
About Us
About Humana: Humana Inc. (NYSE: HUM) is a leading U.S. healthcare company. Through our Humana insurance services and our 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 and Medicaid, families, individuals, military service personnel, and communities at large. Learn more about what we offer at Humana.com and at CenterWell.com.
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.
What they are looking for
Skills & requirements
Qualification
Bachelor's degree; 8 or more years of relevant experience in strategy, consulting, transformation, organizational effectiveness, talent strategy, workforce strategy, or a related field; 2 or more years of experience leading complex projects or strategic workstreams
Hiring company
Humana
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