Research Consulting Lead – Pharmacy Journey Transformation

CenterWell

5d • Remote

About The Position

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.

Requirements

• 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

Nice To Haves

• 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

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.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level