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Humana CX Insights and Analytics in Phoenix, Arizona


The Business Intelligence Lead, CX Insights and Analytics is a member of the Consumer Strategy, Design and Transformation team and is a proven data-driven leader who is passionate about customer experience, has experience in developing experience measurement strategies, designing measures and leading the implementation of analytical tools, and has experience measuring member success along the journey. This Business Intelligence Lead will be responsible for supporting the development of the customer experience measures approach that helps Humana achieve its goal of reimagining healthcare and being more than health insurance by caring for and about people.


The Business Intelligence Lead, CX Insights and Analytics describes the tools, technologies, applications and practices used to collect, integrate, analyze, and present an organization's raw data in order to create insightful and actionable feedback on the consumer experience, through:

  • Work with Journey Leaders, customer experience team, and other platforms to determine areas in need of feedback

  • Support CX Analytics Director and AVP of CX Strategy focused on understanding the key drivers and indicators of customer effort, experience (NPSr/NPSt), retention and journey across channels

  • Measure the impact of our Customer Experience Initiatives: Define key metrics for customer experience, establish baselines, recommend goals, and measure the progress towards those goals drive by key initiatives.

  • Work with cross-functional teams to drive focus on leading measures that impact customer effort, customer satisfaction, churn and loyalty.

  • Work to build new data products (including eg through Power BI) in support of CX Insights and Analytics.

  • Partner with consumer insights team to understand and establish links between perception metrics and leading operational/experience measures

Required Qualifications

  • Bachelor's degree and 8+ years of technical data experience in data analysis OR Master's degree and 4 years of experience

  • 2+ years of project leadership experience

  • Advanced experience working with big and complex data sets within large organizations

  • Experience analyzing data to solve a wide variety of business problems and create data visualizations that drive strategic direction

  • Proven ability to work with cross-functional teams and translate requirements between business, project management and technical projects or programs

  • Proficiency in understanding Healthcare related data

  • Proficiency in verbal/written communication to senior and executive leadership

  • Must be passionate about contributing to an organization focused on continuously improving consumer experiences

Preferred Qualifications

  • Advanced Degree in a quantitative discipline, such as Mathematics, Economics, Finance, Statistics, Computer Science, Engineering or related field

  • Advanced in SQL, SAS and other data systems

  • Experience in customer research and analytics techniques, customer strategy, process improvement and performance management

  • Experience with tools such as Tableau and Qlik for creating data visualizations

  • Expertise in data mining, forecasting, simulation, and/or predictive modeling

  • Experience creating analytics solutions for various healthcare sectors

Additional Information

This position is open to working remote

Scheduled Weekly Hours