Description

Humana is a Fortune 60 market leader in integrated healthcare whose dream is to help people achieve lifelong well-being. As a company focused on the health and well-being of the people we serve, Humana starts from within, and is committed to providing progressive benefits that advance the employment experience and vitality of the associate community. Through offerings anchored in a whole-person view of human well-being, Humana embraces a focus on stimulating positive individual and population changes while nurturing a sense of security, enabling people to live life fully and be their most productive.

Against that backdrop, Humana is seeking a talented leader with deep expertise in experience design for the newly-created position of Director, Associate Technology Experience (ATE) Design. This position is a key component of a strategic initiative that will change the structure, the focus, and the capabilities of our Technology organization. Operating at the intersection of business and technology, the Director will oversee the development of enterprise-scale technology solutions and tools that meet associate needs at every touchpoint in the in associate journey, thereby enabling them to do their best work.

The Director will report directly to the Vice President of Associate Technology Experience and will lead a small team of 3-4 leaders who possess specific business and/or technology competencies. However, this position will operate in a highly matrixed environment, with dotted line relationships to numerous stakeholders and partners across the Humana enterprise.

We strongly prefer that this position be based at our corporate headquarters in Louisville, KY, where there you will have greater opportunity for direct interaction with key leaders and stakeholders. Alternate locations, specifically Chicago, Boston, and Washington D.C. will be considered for exceptional candidates. Relocation assistance will be provided.

Responsibilities

Key Responsibilities

• Develop an industry-leading employee experience, connecting enterprise and partnered capabilities.
• Create a multi-year experience roadmap; partnering with product/technology/business leaders on shared roadmaps.
• Direct end-to-end experience mapping for associates and framing recommendations to senior leaders for investments/improvements in partnership with portfolio manager.
• Delivery of a prioritized set of solution concepts across multiple associate segments and touchpoints.
• Develop leading metrics and processes to regularly collect feedback from along the experience journey; derive insights and take actions, based on the feedback collected.
• Lead, coach, and develop a team of associates to accomplish the above.
• Hire top talent to support the future growth of the ATE Design function as it continues to evolve.
   

Key Candidate Qualifications

The ideal candidate will possess deep expertise in service experience design and a track record of successfully bringing initiatives of this type to life.  This person will have a Bachelor’s degree in a technology-related field, as well as a history of experience in SAFe and/or product leadership that has scaled.  Finally, the successful candidate will have experience operating successfully in a matrixed environment through collaboration and thought partnership.  

In addition, the following professional qualifications and personal attributes are sought:

• Senior level experience in design, service blueprinting, roadmaps, taking concepts to scale, design strategy, exposure to research methods and application
• Solid expertise in the area of human-centered design
• Proven ability to teach and to do in order to be able to influence
• Experience or history in building new capability/redefining and growth of existing capabilities
• Design tools like InVision, Creative Cloud etc.
• Product management background i.e. roadmaps, sprints, PDLC is a plus
• Demonstrated ability to manage and prioritize diverse sets of projects with cross-functional team members
• Understands associate needs, provider challenges, access to care, benefit issues and contracting challenges 
• Understands where associate needs gaps are and next steps to work to resolution
• Marketing for different populations; customer segmentation analysis
• Leads by example; not afraid to get hands dirty, immerse in details when necessary, but maintain strategic perspective as well.
• A demonstrated ability to influence others and interact with all levels of the organization using negotiating, influencing, and change management skills.
• Experience in managing change by leading and energizing others, modeling adaptability, and inspiring strong organizational performance through periods of transformation, ambiguity, and complexity.
• Outstanding written, listening and verbal communication skills, including the ability to explain complex ideas and technologies as well as drafting and presenting formal presentations.
• MBA or Master’s degree in a technology field is desired