Business Intelligence Lead - Conversational Channels

Humana

6d • Remote

About The Position

Become a part of our caring community Humana is deeply committed to delivering innovative digital experiences that enhance quality of life and improve how people engage with us. We serve a diverse ecosystem—consumers, members, providers, employers, and brokers—connecting them to Humana and to one another in ways that drive satisfaction, engagement, and measurable business value. Our Consumer Digital team is a multidisciplinary group focused on solving customer needs while enabling strategic and operational goals. As an individual contributor, you will own the measurement strategy for key platforms, design reporting and data products to support insight generation, and be the analytics subject matter expertise on conversational channel trends and outcomes. This role requires deep subject matter expertise in modern IVR platforms and digital Intelligent Virtual Assistants, including chat, messaging, and multimodal experiences. Use your skills to make an impact

Requirements

• Bachelor's Degree and 7 or more years of technical experience in data analysis OR Master's degree and 5 or more years of experience including program management
• Experience analyzing data to solve a wide variety of business problems and creating data visualizations that drive strategic direction
• Advanced experience exploring complex data sets using SQL, Databricks, PySpark, or similar data systems
• Experience with tools such as Power BI for creating data visualizations
• Proficiency in verbal and written communication/presenting to senior and executive leadership

Nice To Haves

• Advanced Degree in a quantitative discipline, such as Mathematics, Economics, Finance, Statistics, Computer Science, Engineering or related field
• Proficiency in understanding healthcare related data
• Experience with Google CX Insights, Genesys or related conversational and routing systems
• Expertise in data mining, forecasting, simulation, and/or predictive modeling
• Experience creating analytics solutions for various customer engagement outcomes
• Experience with measuring AI agents and Agentic Platforms performance

Responsibilities

• Own the measurement strategy for key platforms
• Design reporting and data products to support insight generation
• Be the analytics subject matter expertise on conversational channel trends and outcomes

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
• Number of Employees: 5,001-10,000 employees