Business Intelligence Lead, Conversational Channels

Humana

6d•$117,600 - $161,700•Remote

About The Position

The Business Intelligence Lead is a senior individual contributor supporting Humana’s Conversational Channels Product organization, including Interactive Voice Response (IVR), Intelligent Virtual Assistants (IVA), and emerging AI-powered member engagement experiences. The position combines analytics expertise with product, project, and leadership capabilities, serving as a strategic partner to Product, Engineering, Operations, and Business Intelligence leaders. Working closely with the Director of Business Intelligence, the Lead helps shape analytics strategy, KPI governance, portfolio planning, delivery execution, and stakeholder alignment across conversational experiences. The role also provides mentorship and technical leadership to Business Intelligence Engineers, promoting strong practices in reporting, analytics, measurement, data quality, and delivery. The role calls for strategic thinking, technical expertise, Agile delivery experience, and cross-functional leadership. It involves influencing decisions, translating business objectives into measurable outcomes, and supporting leaders and engineers in advancing Conversational Channels strategy, member experience goals, and data-driven decision-making. This is a remote position with occasional travel to Humana offices for training or meetings. Applicants must be authorized to work permanently in the U.S. Home or Hybrid Home/Office employees must have internet service with at least 25 Mbps download and 10 Mbps upload speeds and work from a dedicated space that protects member PHI/HIPAA information. The role is scheduled for 40 hours per week. The stated annual base pay range is $117,600–$161,700, with eligibility for a bonus incentive plan.

Requirements

Bachelor’s degree plus 7 or more years of experience in Business Intelligence, Analytics, Data Engineering, or Product Analytics; alternatively, a master’s degree plus 4 or more years of relevant experience.
Advanced SQL skills and at least 3 years of experience working across large-scale enterprise datasets.
At least 3 years of Power BI experience.
At least 1 year of experience translating business requirements into analytics solutions and actionable insights.
At least 1 year of experience presenting data analytics to senior leadership.

Nice To Haves

Advanced degree in a quantitative discipline, such as Mathematics, Economics, Finance, Statistics, Computer Science, Engineering, or a related field.
Advanced skills in SQL, DAX, and other data systems.
Experience supporting IVR, IVA, Conversational AI, Contact Center, Digital Customer Experience, or Customer Engagement platforms.
Prior experience as a team lead, technical lead, project lead, or product owner.
Experience defining and governing enterprise KPIs and measurement frameworks.
Experience with cloud data platforms such as Google BigQuery and Databricks.
Familiarity with conversational analytics, speech analytics, journey analysis, or customer experience measurement.
Experience with Google CCAI, Nuance, Genesys, or other conversational technology platforms.
Healthcare, payer, pharmacy, or consumer health experience.
Basic to intermediate Python experience for analytics automation and data validation.
Strong understanding of Agile methodologies, including sprint planning, backlog management, release processes, and cross-functional delivery.
Experience building executive-level scorecards and performance reporting for large-scale transformation initiatives.

Responsibilities

Serve as the primary analytics partner for Conversational Channel initiatives, including IVR, IVA, and AI-driven customer engagement programs.
Partner with Product Managers, Designers, Digital leaders, Operations, and external partners to define and measure business outcomes.
Support the Director of Business Intelligence with prioritization, stakeholder management, roadmap planning, and execution tracking across multiple initiatives.
Translate business objectives into measurable success criteria and analytics requirements before initiatives launch.
Mentor and provide technical guidance to Business Intelligence Engineers, elevating analytical capabilities, reporting standards, and development practices.
Plan and execute analytics work within Agile delivery frameworks, participating in sprint planning, backlog refinement, PI planning, and release activities.
Develop and maintain executive dashboards, scorecards, and operational reporting solutions using Power BI and other visualization platforms.
Analyze conversational channel performance, including containment, authentication, intent recognition, self-service utilization, transfer behavior, abandonment patterns, and customer experience metrics.
Present insights and recommendations clearly and compellingly to senior leaders and executive stakeholders.