Humana · 14 hours ago
Business Intelligence Lead - Digital VOC
United States
Full-time
Remote
Senior Level, Lead/Staff
$118K/yr - $162K/yr
8+ years expHumana Inc. is committed to putting health first, and they are seeking a Digital Voice of Customer (VoC) Program Leader & Insights Champion. This role is responsible for owning and advancing the VoC strategy, managing vendor relationships, and driving data-driven decision-making across the organization.
Health CareHealth InsuranceInsuranceVenture Capital
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
Qualification
Required
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
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
Benefits
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
Company
Humana
Humana is a health insurance provider for individuals, families, and businesses.
10001+ employees
H1B Sponsorship
Humana has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (282)
2024 (246)
2023 (284)
2022 (274)
2021 (212)
2020 (84)
Funding
Current Stage
Public CompanyTotal Funding
$13.07B2025-05-30Post Ipo Debt· $5B
2025-03-03Post Ipo Debt· $1.25B
2024-03-11Post Ipo Debt· $2.25B
Leadership Team
Jim Rechtin
CEO and President
Colin Drylie
Senior Vice President, Experience Transformation
Recent News
2026-01-13
2026-01-09
2026-01-07
Company data provided by crunchbase