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Humana Director, Employee (Associate) Technology Service Experience in Las Vegas, Nevada


To be summarized based on the below.


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


  • 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