Enterprise Transformation Lead

Become a part of our caring community

• With over 10 million sales interactions annually, Humana understands that while great products are important, it’s the quality of our service that truly defines us. We know that when our members and prospects have delightful and memorable experiences, it strengthens their connection with us and enables us to put their Health First. After all, a health services company that has multiple ways to improve the lives of its customers is uniquely positioned to put those customers at the center of everything it does.
• The Enterprise Transformation Lead will drive differentiation of Humana's sales experience for beneficiaries, sales agents, and those who support them. The Lead ensures that the Humana Handshake represents a world-class interaction, creating exceptional sales experiences that earn the trust of members and agents for life. Supporting the Green Glove program, this role collaborates closely with cross-functional teams to create and prioritize a roadmap for how we evolve our experiences by identifying barriers, designing and evaluating tests, influencing the implementation and scale of experiences that work.

Core Responsibilities

• •Roadmap Ownership: Develop and manage a roadmap focused on enhancing the sales experience, from acquisition to retention, with a focus on growth, retention, and engagement/satisfaction KPIs.
• •Outcome Ownership: Translate broad goals into clear action and measurable outcomes. Take accountability for delivering results and overcoming obstacles along the way. Prioritize and re-prioritize to drive growth, retention, and engagement/satisfaction KPIs while adapting to changing business conditions and requirements.
• •Opportunity Identification: Collaborate across the Enterprise to identify and prioritize opportunities to improve member experiences. Interview stakeholders, leverage customer feedback, request and interpret performance data, and use business insights to determine where effort will have the greatest impact.
• •Problem Analysis: Investigate complex business challenges to look beyond symptoms and understand true root causes. Gather and synthesize information from multiple sources, challenge assumptions, and develop evidence-based recommendations.
• •Solution Development and Refinement: Turn insights into action. Define actionable requirements so we can design, test, and implement solutions that improve member experiences. Establish clear success measures, make decisions in ambiguity, and drive progress without waiting for detailed instructions. Evaluate results and refine approaches based on what works.
• •Change Leadership: Build alignment and commitment across teams while maintaining focus on execution. Influence without authority, navigate ambiguity, and help stakeholders move from discussion to action. Ensure seamless integration and process efficiency as we test and scale new ideas.
• •Performance Reporting and Governance: Measure what matters. Monitor initiative performance, communicate results, and use data and customer insights to identify opportunities, inform decisions, and guide future action. Continuously seek opportunities to improve outcomes, processes, and experiences.

Skills

• •Customer Obsessed, Curious, and Empathetic – High degree of empathy for customers, leveraging data and feedback to address pain points and drive meaningful improvements.
• •Critical Thinking & Problem Solving – Quickly understands complex business challenges, challenges assumptions, identifies root causes, assesses value and priority, and develops practical recommendations grounded in evidence.
• •Prioritization & Business Judgment – Skilled at balancing customer, agent, and business needs to focus effort where it will have the greatest impact. Understands when a problem requires deeper analysis and when a practical solution is sufficient.
• •Data-Driven Decision Making – Uses qualitative and quantitative insights to identify opportunities, validate assumptions, inform recommendations, and measure outcomes. Comfortable making decisions in ambiguity while remaining grounded in evidence.
• •Leadership & Collaboration – Builds credibility and drives action across teams, functions, and leadership levels. Able to gain alignment, navigate competing priorities, and move initiatives from discussion to execution.
• •Ownership & Initiative – Self-starter with an entrepreneurial mindset, comfortable leading in a fast-paced environment while translating insights into action. Creates momentum, follows through on commitments, and consistently delivers high-quality outcomes while managing multiple initiatives simultaneously.
• •Learning Agility – Quickly develops working knowledge of unfamiliar topics and applies a consistent problem-solving approach across a wide variety of business challenges without losing focus on desired outcomes.

Use your skills to make an impact

Required Qualifications

• •Bachelor's degree required.
• •8+ years leading projects, programs, or strategic initiatives, including 2+ years driving large-scale change.
• •5+ years using data and metrics to identify opportunities and measure outcomes.
• •Experience improving customer, agent, or associate experiences through process or operational enhancements.
• •Experience designing and delivering training, coaching, or capability-building programs.
• •Proven ability to independently lead complex initiatives from concept through implementation and measurement.
• •Strong problem-solving and root-cause analysis skills.
• •Demonstrated ability to influence stakeholders and drive results without direct authority.
• •Experience leveraging customer feedback, NPS, quality metrics, or operational performance data.
• •Excellent communication, facilitation, and presentation skills, including executive-level presentations.
• •Ability to manage multiple priorities, navigate ambiguity, and deliver results.

Preferred Qualifications

Professional certifications such as PROSCI, PMP, Lean Six Sigma, or similar project, change management, or continuous improvement credentials.

• •Experience in a Medicare Sales environment.
• •Experience applying Lean Six Sigma, Lean, or other structured problem-solving methodologies
• •Start Up or 0 -to-1 Experience.
• •Experience developing and testing pilots, experiments, or new approaches and evaluating their effectiveness.
• •Experience designing and interpreting experiments using statistical methods.

Additional Information

This position may require some travel.

This position operates on Eastern Standard Time (EST) hours.

Work at Home Requirements: To ensure Home or Hybrid Home/Office employees’ ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria: At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested. In certain roles, the minimum recommended internet speed required by Humana may not be sufficient for business needs. Humana reserves the right to require associates to upgrade their internet service if necessary. Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.

Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.

Scheduled Weekly Hours

40

Pay Range

The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.

$115,200 - $158,400 per year

This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.

Description of Benefits

Humana, Inc. and its affiliated subsidiaries (collectively, “Humana