Director Employee Associate Technology Service Experience

Profile

Description

To be summarized based on the below.

Responsibilities

The Director, Employee Technology Service Experience, will be accountable for establishing a singular service strategy, partnering with the CECP (Consumer Experience Center Platform) to leverage enterprise capabilities in the service of our associates, developing a common set of service metrics and goals.

They will drive service strategy & governance across our various different service channels including L0 support (Knowledge, Chatbots, Self-service, Vending Machines), L1 L2 support (Helpdesk), Service station, Special Event Executive Support, and Knowledge and search management. Specifically, this role will be accountable for:

Co-create a vision for our technology service experience in partnership with our channel operations leaders

Maintain the 6-quarter roadmap for all service channels - Service Desk, Service Station, Chat, Remote & Field, Executive Support, and Self-Service

Craft and enforce quality standards & metrics across each service channel; develop reporting capabilities & a governance process to manage

Partner with operations leaders to deliver & meet service standards

Drive optimal workforce management in partnership with operations leadership ensuring we have the right strategies in place to meet the needs of our associates

Develop a remote & field service strategy to better serve the meets of our highly distributed workforce

Partner with HR Service partners to ensure we're designing for one associate experience versus experiences defined by organizational structure (IT & HR)

Develop Knowledge Management capability, process, and governance that supports all service channels

Conduct business planning; prepare a Quarterly Business Review (QBR) in partnership with Vendor Management office

Manage expectations of all stakeholders, especially CIOs and Operations Leaders

Requirements

Background in service technology, preferably with experience in ServiceNow

Strong understanding of the metrics and measures involved with service delivery

Ability to rethink routine and develop new ways of working and supporting the associate population

A collaborator who can champion technology advancement

Leadership experience with success in leading through change and transformation while keeping a team engaged.

Additional information

This role will report to the Vice President of Associate Technology Experience and have a combination of about 20 direct and indirect associates.

Scheduled Weekly Hours

40

Company info

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