Business Intelligence Lead - Digital VOC

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Position Overview

The Digital Voice of Customer (VoC) Program Leader & Insights Champion will own and advance the end-to-end VoC strategy across Digital CW, ensuring measurement approaches align with customer experience goals and business priorities. This position is responsible for vendor management (Qualtrics), cross-functional stakeholder collaboration, and driving everyday self-service and adoption of VoC insights throughout the organization. The ideal candidate will develop diverse VoC touchpoints, analyze structured and unstructured data, present findings through effective storytelling, and serve as a thought leader to educate and empower teams for data-driven decision-making.

Key Responsibilities:

• Develop, execute, and continuously refine the comprehensive VoC Program strategy for Digital CW, ensuring alignment with enterprise customer experience objectives and business priorities.
• Manage and cultivate the vendor relationship with Qualtrics, representing the interests of Digital CW and collaborating with the Humana Digital lead.
• Partner with stakeholders across UX, Product, Business Intelligence, Operations, and other lines of business to strategize, design, and implement optimal VoC touchpoints—including expansion beyond digital channels—to capture actionable customer insights.
• Champion the incorporation of VoC metrics into everyday business practices, fostering a pull-driven, self-service engagement model across the enterprise.
• Analyze structured and unstructured data to identify trends, friction points, opportunities for improvement, and root causes impacting user experiences.
• Synthesize and communicate insights through compelling storytelling to influence cross-functional teams and drive user-backed optimizations.
• Stay current with industry trends, emerging tools, and best practices to enhance VoC program effectiveness and operational efficiency.
• Serve as a thought leader, educating stakeholders and promoting a culture of data-driven decision-making.

Use your skills to make an impact
 

Required Qualifications

• Bachelor's degree and 8 or more years of technical experience in data analysis OR Master's degree and 4 years of experience
• 2 or more years of project leadership experience

Preferred Qualifications

• Demonstrated experience leading VOC or customer experience programs in a digital environment
• Strong vendor management skills, preferably with Qualtrics or similar platforms
• Knowledge of current trends and tools in customer experience measurement and analytics
• Advanced experience in analysis and synthesis of quantitative and qualitative data
• Excellent communication, presentation, and storytelling skills to inform and influence senior and executive leadership
• Experience aggregating data across multiple sources (e.g., primary research, secondary research, operational data) 
• Working knowledge of primary research techniques (e.g., basic survey design)
• Advanced Degree in a quantitative discipline, such as Business, Marketing, Analytics, Mathematics, Statistics, Computer Science, or related field
• Passion for contributing to an organization focused on continuously improving consumer experiences
• Experience analyzing data to solve a wide variety of business problems and create data visualizations that drive strategic direction
• Advanced experience working with big and complex data sets within large organizations
• 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
• Experience creating analytics solutions for various healthcare sectors
• Advanced in SQL, SAS and other data systems
• Experience with tools such as Tableau and Qlik for creating data visualizations
• Expertise in data mining, forecasting, simulation, and/or predictive modeling

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.

 

$117,600 - $161,700 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: 04-17-2026

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.