Senior CX Professional

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CenterWell Senior Primary Care

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏥 Healthcare

⚕️ Healthcare Insurance

Healthcare • Healthcare Insurance

CenterWell Senior Primary Care is a healthcare provider focused on delivering personalized primary care to senior citizens. The company emphasizes a comprehensive and holistic approach to healthcare, addressing the physical, social, and emotional needs of older adults. As part of its service offerings, CenterWell includes home health services and pharmacy support to complement its senior primary care. The organization is committed to offering stability, inclusive benefits, and career growth opportunities for its employees while maintaining a culture of mutual respect and mindfulness. CenterWell is a brand under the larger healthcare entity, Humana.

📋 Description

• Manage and analyze patient experience inputs, including transactional and relationship NPS, CAHPS, HOS, and other voice-of-the-customer sources. • Summarize quantitative and qualitative data into clear applicable insights and themes to inform experience improvement priorities. • Work with Operations and partners (e.g., Product, Legal, Technology) to interpret customer experience insights, identify causes, and resolve systemic experience issues. • Translate enterprise strategy into clear execution-level insights and improvement recommendations. • Present recommendations using compelling storytelling tailored to senior leadership and operational audiences. • Provide expertise on consumer experience risks, trends, and improvement opportunities. • Provide daily work direction, prioritization guidance, and subject matter support to CX Professional II team members supporting assigned projects. • Coordinate work activities to ensure insights, analyses, and deliverables align with CX priorities and timelines. • Review work outputs and provide feedback to support quality, consistency, and development of CX capabilities. • Support experience improvement projects focused on prioritized end-to-end customer journeys. • Partner with operational, clinical, access, service, and communication teams to address identified experience friction points. • Apply end-to-end journey to identify upstream drivers and downstream impacts of experience issues. • Help teams prioritize improvement opportunities based on customer impact, feasibility, and understanding of enterprise goals. • Track improvement activities and outcomes, supporting teams in understanding patient experience impact and progress over time. • Support the daily use of patient experience platforms and tools. • Help with reporting, data quality management, and insight generation related to vendor solutions. • Provide ongoing feedback on tool effectiveness, limitations, and improvement opportunities based on user and needs. • Collaborate with experience partners in Pharmacy and CW enterprise to surface cross-journey and cross-business experience issues. • Contribute to integrated insight analyses that highlight handoff, coordination challenges, or systemic gaps across lines of business. • Facilitate agreement across teams by framing experience insights in ways that ensure shared understanding and action. • Be the subject-matter resource for teams interpreting experience data. • Support experience capability development by coaching teams on use of experience data, metrics, and journey perspectives.

🎯 Requirements

• 5+ years of experience in consumer operations, consumer experience, or a related discipline. • Experience analyzing and summarizing consumer or patient experience data (e.g., NPS, CAHPS, HOS, or other voice-of-the-customer sources) to produce applicable insights. • Partner and influence across teams (e.g., Operations, Product, Legal, and Technology) without direct authority. • Interpret assignments, understand departmental strategy, and translate direction into execution. • Experience working and making sound decisions. • Demonstrated experience contributing to an organization focused on continuous improvement of consumer experience. • Experience supporting experience improvement projects in regulated or healthcare‑adjacent environments.

🏖️ Benefits

• medical, dental and vision benefits • 401(k) retirement savings plan • time off (including paid time off, company and personal holidays, paid parental and caregiver leave) • short-term and long-term disability • life insurance and many other opportunities