Experience Strategy amp Transformation Lead

Profile

Description

ESS Business Intelligence is an Enterprise Shared Services team focused on data, reporting and data science supporting Humana's Service Operations. The team is focused on converting data to actionable insights for our business partners who can utilize to reduce administrative cost and improve the customer's experience.

This position will work within the Continuous Improvement team, as part of the broader ESS Business Intelligence organization. This team is focused on driving improvement actions, supplying quantitative and qualitative data, supporting shared services and teams within our contact centers while remaining focused on our associate and member experiences.

Responsibilities

The ideal candidate will research and stay current with best practices both within and outside the organization to drive improvement projects, analyze data to initiate, develop and recommend business practices and procedures that focus on enhanced results, increased productivity and reduced cost.

Responsibilities include:


Root cause analysis and implementation of corrective action for process related defects, finding areas of opportunity, using technical engineering and quantitative methods to understand problems, design experimental programs, collect and analyze data, and derive practical recommendations and solutions.
Lead end to end process improvement projects inclusive of bringing together multiple data sources, process mapping, defect identification, implementation and long term measurement support
Responsible for driving continuous improvement activities across ESS, maintaining data centric approach
Develop and conduct training/overviews and education to build awareness to Lean/Agile/SAFe; sharing tools and methodology
Apply and recommend LEAN/Six Sigma tools/approaches
Maintain proficiency in the area of Lean/Agile and related trends and philosophies
Lead and establish methodologies supporting goal setting, valuation of improvements, and data control points and thresholds


Required Qualifications


Bachelor's degree
8 years of Process Improvement experience
2 years of project leadership experience
Six Sigma Green Belt
Experience working in an Agile environment
Effective and collaborative problem solving and group facilitation skills
Strong interpersonal skills: positive, persuasive, motivating
Proficiency of statistical methods and tools for problem solving
Continually strives to build knowledge and skills specific to the products and processes.
Self-motivation, drive, energy, and resilience


Preferred Qualifications


Six Sigma Black Belt
Experience using statistical software such as Minitab, R, SPSS, and/or SAS.
Knowledge of facilitation and process mapping tools such as Visio or Miro.
Certification in Agile and/or SAFe are a plus


Scheduled Weekly Hours

40

Company info

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