Steve Wildman
Consumer Experience Lead @Humana
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WORK HISTORY
Consumer Experience Lead @Humana
The Consumer Experience Lead ensures optimized interaction between a company and members. The Consumer Experience Lead works on problems of diverse scope and complexity ranging from moderate to substantial. As Consumer Experience Lead in the Enterprise Operations Enablement organization, I’ve leveraged; voice of the customer, NPSt, NPSr, Sentiment, Effort, root cause, story-telling, call listening, member experience design, friction point analysis, and process/workflow definition, amongst other methods and tools, in order to identify automation and optimization opportunities for our Member Outbound Communications. This has led to Contact Center NPSt scores 20% above Corporate goal. This, and other metrics, are visually well-represented in the Outbound Communications BI dashboard that I designed, and is used enterprise-wide by Sponsors, Partners, and Leadership.
EDUCATION
Kent State University - School of Library and Information Science
MS in Information Architecture/Knowledge Management, User Experience Design
Clarkson University School of Management
MBA, Management, Information Systems
Clarkson University
BS, Management, Marketing, Information Systems
SUNY Broome Community College
AAS, Accounting
SKILLS
ABOUT STEVE WILDMAN
25+ years in Information Technology has afforded me the opportunity to fill many roles…
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