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Who We Are
With relentless consumer-centricity, Humana's Experience Design team, within the Consumer Digital organization, strives to eliminate friction in today's healthcare ecosystem so consumers feel confident, respected, and heard in the decisions affecting their health.
As a Senior Voice of Customer Researcher, you will:
+ Work in a multi-disciplinary team to help Humana better understand how customers experience our products and services.
+ Use customer feedback, survey data, sentiment, behavioral signals, and experience KPIs to identify friction, unmet needs, emerging trends, and opportunities to improve the member experience.
+ Translate customer experience data into applicable insights and support end-to-end journey improvements.
+ Apply judgment, analytical rigor, and communication to influence outcomes, ensuring informed decision-making, and support consumer-centered improvement projects across the organization.<...