Product Owner Enterprise Search Product

Profile

Description

Humana's Enterprise Shared Services (ESS) organization is expanding the Knowledge & Learning Solutions team and looking for a Product Owner (otherwise internally known as a Senior Experience Strategy & Transformation Professional) to join the team working remote anywhere in the US! Acting as a Product Owner of the technical components, the Senior Experience Strategy & Transformation Professional will assist in leading work streams to improve and transform the service associate experience in support of Humana and customer interactions. The Senior Experience Strategy & Transformation Professional may leverage PI planning, value stream mapping, calls processes, NPSt, root cause, call listening, enterprise experience design, and elimination and recognition of friction points.

Responsibilities

The Senior Experience Strategy & Transformation Professional needs experience in working in an Agile development environment. A strong drive as a strategic thinker and a leader is also critical, coupled with a natural inquisitiveness and empowerment to challenge norms with fresh ideas and perspectives ground in working backwards from the experience and the value of a need that we are healing for.

Essential Role Functions


Act as technical owner for major product initiatives
Work closely with both business and IT partners and lead efforts to ensure positive experiences and value delivered via strategic and tactical efforts
Assist with developing/executing user stories and related artifacts in support of product ownership and product management accountabilities
Ability to own and lead effectively as well as to deliver and execute on strategic and tactical commitments
Act as a champion and advocate for service associates
Works across enterprise stakeholder groups to address business needs, perform audits, drive efficiency, increases adoption, etc.
Assists with implementation of enterprise processes and standards; provides training support when needed
Performs quality measurement and analysis to ensure standards are met and continually improve quality and performance


Based on current guidance from the CDC, local and state governments, and Humana leadership related to the coronavirus (COVID-19) outbreak have extended travel restrictions until further notice. The policy will be reassessed as the situation warrants. Once these restrictions are lifted this role will require up to 15% travel depending on business needs.

Required Qualifications


Bachelor degree or 3 years' experience in platform/systems implementations
Exposure to directly impacting organizational metrics (such as NPSt), developing user stories for use in development sprints, or directly influencing or leading work improving the customer experience in a strategic manner
Exceptional oral and written communication skills, including but not limited to presentation skills to leadership
Creativity and brand design knowledge/experience
Working knowledge of all Microsoft programs
Detail oriented with excellent organizational and project management skills
Critical thinker who can anticipate team needs and take initiative to present ideas, ask the right questions and deliver the highest quality work
Ability to prioritize and handle multiple tasks with concurrent deadlines
May lead projects
Must be passionate about contributing to an organization focused on continuously improving consumer experiences
Ability to travel up to 15% required


Work at Home/Remote Requirements


Must ensure designated work area is free from distractions during work hours and virtual meetings
Must provide a high-speed DSL or cable modem for a workspace (Satellite and Hotspots are prohibited). A minimum standard speed of 10x1 (10mbs download x 1mbs upload) for optimal performance of is required


Preferred Qualifications


Master's Degree
Program and/or Project Management experience
Member/Consumer Experience design experience
Leading a team
Learning systems experience - CSOD, Webtalk, XMA,Acrolinx
Experience with Coveo and Verint


Scheduled Weekly Hours

40

Company info

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