Contact Center Journey Product Owner

Profile

Description

The Contact Center Journey Product Owner enhances the associate experience by architecting experiences and building capabilities that will positively impact our associates. The Contact Center Journey Product Owner works on problems of diverse scope and complexity ranging from moderate to substantial.

Responsibilities

Position Overview

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.

Against that backdrop, we are seeking a talented Journey Product Owner to shape Humana's Contact Center Associate Technology Experience. This person must be passionate about solving big problems, with expertise in understanding users' underlying needs and how to go about addressing them. The Journey Product Owner will report directly to the Director, Associate Technology Experience Design and will work on problems of diverse scope and complexity ranging from moderate to substantial. This position will focus on the end-to-end technology experience for the Contact Center associate, including hardware and devices, remote access and collaboration, and IT support and self-service.

The Journey Product Owner is...

Human-Centered - The Journey Product Owner puts people at the center of everything they do, always seeking to deeply understand and empathize with them in the entire context of their lives. They are comfortable advocating for associate needs with peers and leaders at the highest level, constantly striving to improve the associate's journey and experience using evidence-backed insights. They are instrumental in devising useful, usable, and delightful experiences for associates end-to end and across varying products, services, and channels.

Strategic - The Journey Product Owner is able to see the bigger picture and understand the broader systemic implications in order to create and orchestrate experiences that are desirable for associates, viable for the business, and operationally and technically feasible. They diligently use best practices and methods to uncover real business and associate needs, and synthesize insights from research and data to inform decisions at every level of the organization.

Collaborative - The Journey Product Owner is a humble and generous contributor to a cross- functional team. They recognize and respect the deep expertise in others, leveraging it to help move the team forward, often leading design activities like workshops and synthesis sessions.

A Storyteller - The Journey Product Owner is an excellent communicator and comfortable presenting everything from research to design solutions, both verbally and visually to colleagues, stakeholders and senior leaders. They can thoughtfully discuss and justify design decisions, give honest effective feedback to others, and leverage their communication techniques to influence and guide the broader strategy for Humana.

Key Responsibilities

The Journey Product Owner is a senior individual contributor who works within a cross-functional team to create and drive the delivery of both virtual and in-person experiences that are impactful for our Contact Center associates and measurable for the business.

Cultivate relationships with Contact Center leaders and key stakeholders to identify opportunities for collaboration, inform IT strategy, and help address immediate business needs

Frame projects, problems, and opportunity spaces using inputs from stakeholders as well as secondary research and business strategy

Drive learning agenda, user research planning and execution to uncover deep insights and identify opportunity areas impactful to both the user and Humana

Seamlessly facilitate cross-functional teams to build empathy, synthesize findings into insights and generate business recommendations that drive impact

Define end-to-end experience journey for the Contact Center associate population that identifies opportunities, gaps and dependencies

Generate and thoughtfully articulate future concepts and experience roadmaps that envision how people will interact with the products and services we design

Consult on and advocate for the Contact Center associate experience while collaborating with technology teams as they develop new products and services for the enterprise

Collaborate with technology and business partners to implement solutions that address Contact Center associate needs and advance experience roadmaps

Key Candidate Qualifications

Bachelor's degree or equivalent experience in a related field

5 years of relevant industry experience

Demonstrated understanding of user-centered design processes, including the ability to plan, execute, and synthesize end-user research

Demonstrated ability to create assets that articulate current and future-state journeys, and end-to-end experiences

Demonstrated ability to implement new people, process, or technology solutions to improve overall experience

Proven ability to build relationships at all levels within an organization

Strong communication, presentation, and interpersonal skills

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

Working knowledge of Contact Center processes and tools

Master's degree in Design or related field

Experience with Adobe Creative Suite and other relevant design software

Remote workers should be located in the EST time zone (or work typical EST hours) with the ability to travel to Louisville as necessary

Scheduled Weekly Hours

40

Company info

Humana Inc.
Website : http://www.humana.com