Become a part of our caring community and help us put health first
 

The Research Consulting Lead – Pharmacy Journey Transformation is an essential part of the CenterWell Journey Transformation Team. Partners with business, clinical, operations, and experience strategy stakeholders to identify, evaluate, and transform critical medication and pharmacy service journeys that impact patient outcomes and associate experiences. This role will report to the Experience Strategy & Transformation Principal

This role applies qualitative research, journey analysis, service design, experience strategy, and human-centered design methods to uncover unmet patient needs, identify root causes of experience challenges, and guide cross-functional teams in improving pharmacy service experiences.

Operating as a strategic consultant, this role translates insights into actionable recommendations and future-state journey and service improvements that support medication adherence, patient engagement, and operational efficiency.

Key Responsibilities

Journey Discovery & Insight Development

·       Conduct qualitative research and synthesize multiple insight sources (patient interviews, VOC, operational data, and stakeholder perspectives) to understand pharmacy and medication management experiences.

·       Map end-to-end pharmacy journeys including medication onboarding, medication education, refill management, and specialty pharmacy coordination.

·       Identify key moments that influence patient and organizational outcomes.

·       Translate findings into clear insights, themes, unmet needs, and impactful opportunity areas.

 

Root Cause Diagnosis

·       Analyze pharmacy experience challenges across people, processes, technology, and policy.

·       Identify systemic barriers that impact medication access, patient understanding, and coordination between pharmacy, care teams, and insurance.

·       Facilitate cross-functional working sessions to align on root causes and opportunity areas.

 

Journey Transformation

·       Lead the development of improved future-state pharmacy journeys that address patient needs and operational realities.

·       Define experience interventions that strengthen medication understanding, adherence, and coordination of care.

·       Develop service blueprints that connect patient interactions with pharmacy operations and supporting systems.

·       Guide cross-functional teams in translating insights into actionable experience improvements.

 

Strategy & Stakeholder Alignment

·       Align pharmacy journey improvements with organizational priorities such as patient outcomes, quality measures, satisfaction, and loyalty.

·       Partner with experience strategy and measurement teams to validate proposed interventions and quantify impact.

·       Support prioritization of pharmacy experience initiatives based on impact, feasibility, and strategic alignment.

Use your skills to make an impact
 

Required Qualifications

· 8 years of experience in customer journey mapping, experience strategy, research consulting, service design, or human-centered design

· Bachelor's degree in social science, industrial design, experience design, or health

· Strong qualitative research and insight synthesis skills

· Experience analyzing and improving complex patient journeys

· Ability to facilitate cross-functional collaboration and influence decision-making

· Experience translating insights into strategic recommendations

· Working experience with design thinking or comparable iterative design methodologies

· Knowledge of social science, behavior change, perception, and cognition0

· Flexibility and the ability to work effectively on an inter-disciplinary team

· Excellent verbal and written communication skills

· Passionate about continuously improving the patient and associate experience

· Working knowledge of Net Promoter Score (NPS)

· The ability to practically apply evidence-based interventions

· Leading or participating in service design and/or service blueprinting

· Familiarity with healthcare service ecosystems and regulatory environments

· Experience working in healthcare delivery

Preferred Qualifications

·       Master’s degree in social science or healthcare (e.g., anthropology, health services research, psychology, public health, or social work)

·       Experience in pharmacy services or medication management

Additional Information

• Remote role
• Must work central or eastern hours; 8-5 Monday-Friday
• Travel – Intermittent, approximately 1x per quarter

Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.

Scheduled Weekly Hours

40

Pay Range

The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.

 

$138,900 - $191,000 per year

 

This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.

Description of Benefits

Humana, Inc. and its affiliated subsidiaries (collectively, “Humana”) offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.

Application Deadline: 06-29-2026

About us
 

Humana Inc. (NYSE: HUM) is committed to putting health first – for our teammates, our customers and our company. Through our Humana insurance services and CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health – delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare, Medicaid, families, individuals, military service personnel, and communities at large.

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Equal Opportunity Employer

It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status. It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.