Director Product Customer Interactions

Profile

Description

Director, Product Management sets product vision develops, delivers, and manages product roadmaps for addressing customer needs resulting in successful customer adoption for achieving positive business outcome.

Responsibilities

Director, Product Management leads all phases of the product life cycle, from inception to introduction into the marketplace, by developing products to meet specific customer needs and achieve specific cost and success outcomes. Once products are launched, monitors efficacy of products and uses customer and business partner feedback to ensure products are meeting customer needs across each customer segmentation, adjusting products over time to continue to achieve the desired outcomes. Decisions are typically related to the implementation of new/updated programs or large-scale projects for the function and supporting technical/operational procedures and processes, and implements strategic plans, drives goals and objectives, and improves performance. Provides input into functions strategy.

Director, Interactions and Customer Insights Hub

Connected customer experiences across every channel and touchpoint gives enterprise a competitive edge in the marketplace with respect to customer engagement and creates high ROI process efficiencies. In order to achieve that it's important to fuse customer experience with technology platforms and transactional, interaction and contextual data that's centered on customer. A successful amalgam of relevant data platforms and workflow orchestration will offer seamless customer journey across channel interactions and across healthcare needs to Humana's members, no friction, fall outs or dead ends.

Customer Interaction platform and Insights hub will store and analyze customer contact interactions, extract insights on nature of calls, call flows, repeat calls, call quality, incomplete calls and call trends. It will create journey views based on the customer interactions patterns. The Customer insight hub will make insights available through well-defined services layer by bringing in transactional and customer interaction information across- digital, contacts, CRM-sales, marketing and service. The leader for this group will have good understanding of contact centers interactions, customer data, have business architectural understanding and have ability to create and execute on platform vision. The leader should be well versed with technology and data products and have expertise on making progress in fast paced product agile development model.

A successful leader will have experience creating data products and will have the ability to prioritize high value customer experiences by translating experience needs to platform capabilities. This role will have the ability to bring focus and prioritization to data needs, data definition. A strong understanding of data architecture, technology platforms and passion for customer experience will be necessary for success.

The person in this role will set vision, solution and platform roadmaps and manage success of solutions w.r.t OKRs and business strategy. A successful candidate will have strong stakeholder management expertise as well as strong abilities in using technology to build platforms focused on business results. This individual will be a hands-on, participative manager who will lead a broad cross-functional team to identify opportunities to drive innovation and disruption in the experiences Humana delivers to its customers. The role will include close collaboration and partnership with the technology teams, various product teams, business sponsors, program leadership team, and the vendor(s) to ensure opportunities for innovation are identified and executed upon.

Required Qualifications

MS in computer sciences/data engineering/data analytics or BS in Tech and 10 yrs. of experience

At least 7 years of overall professional experience in a role with product management, data platforms, strategic planning and data management

Strong understanding of customer data management, MDM, data architecture and cloud-based data platforms and technologies

Experience driving insights, recommendation engines and next best action products

Demonstrated success leading large scale projects/programs and technology-based solutions.

Strong analytic, organization and problem-solving skills enabling sound decision making.

Experience with cloud-based customer experience and ability to manage large platforms.

Excellent communication and relationship building skills with an ability to prioritize, negotiate, and work with a variety of internal and external stakeholders.

Experience with influencing and leading leaders driving high performing team.

Demonstrated success of driving results through OKR management

Strong understanding of business strategy and demonstrating delivery of strategy

Enthusiasm positive bend and self-motivation is essential; a confident change-agent

Strong presentation skills (oral and written)

Preferred Qualifications

MBA or relevant master's degree in technology or data space

Work experience in cloud data platforms, marketing data management, data architecture, omni-channel customer identity management, analytics and customer journey

Work experience in a health care and /or insurance industry is desirable but not required.

Technology expert with experience leading technology teams and managing vendor relationships.

#LI-BL1

Scheduled Weekly Hours

40

Humana complies with all applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sex, sexual orientation, gender identity or religion. We also provide free language interpreter services. See our https://www.humana.com/legal/accessibility-resources?source=Humana_Website.

Company info

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