Gretchen Carlton

Gretchen Carlton is a seasoned professional with extensive experience in customer experience and process improvement across various organizations. Currently serving as the CX Process Improvement Lead at Humana since December 2019, Carlton has previously held significant roles at Fifth Third Bank and Humana, where responsibilities included leading customer experience optimization initiatives and managing innovation processes. Notable achievements include the successful execution of a design sprint that addressed long-standing issues in provider directory accuracy and conducting comprehensive reviews of vendor engagement processes. With a solid foundation in lean startup methodologies, consumer-centered design, and business analysis, Carlton has consistently contributed to enhancing client and consumer experiences through collaborative innovation and strategic insights. Carlton holds a Bachelor of Science in Communication Systems Management from Ohio University.