Mark Riddlesworth
- Role
- Vice President, Contact Center Operations & Enterprise Global Strategy at Humana
- Location
- Charlotte, NC, US
- LinkedIn followers
- 500 followers
About Mark Riddlesworth
M••••••••@GMAIL.COM I lead large-scale global operations at the…
Experience
Vice President, Contact Center Operations & Enterprise Global Strategy
Nov 2018 — Present
Medicare, Medicaid & Specialty Member and Provider ServicesExecutive leader responsible for global CX operations, contact centers, and vendor strategy supporting a $400M+ service portfolio across all insurance product lines. Lead associates managing 42M+ annual customer interactions with full P&L accountability while governing a resource global delivery network across 9+ partners and $600M+ in spend through a Global Vendor Management Center of Excellence.Drive enterprise service transformation through AI, digital modernization, and global delivery strategy, reshaping operating models and partner ecosystems to improve customer outcomes, operational efficiency, and member retention.Impact • Increased Net Promoter Score from 35 to 70 and closed 2M+ Stars care gaps by shifting service delivery from transactional to advocacy-driven experiences aligned to clinical outcomes • Designed and launched Humana’s first global CX delivery model, expanding operations to 8 international markets (LATAM, APAC, EMEA) • Built and scaled a Vendor Management Center of Excellence governing a 20K+ workforce and $600M+ in spend • Led deployment of Genesys Cloud CX, Qualtrics, Salesforce CRM, and Google Gemini Enterprise, launching AI Agent Assist and unlocking $35M in first-year automation value • Reduced cost per contact by 40%, delivering $120M in multi-year savings • Modernized enterprise learning through digital enablement and microlearning, reducing classroom time 18% while accelerating speed to proficiency • Established an Enterprise CX Council driving cross-functional process redesign and measurable service improvements
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