Business Intelligence Lead

CenterWell•Work at Home - Kentucky, KY

1d•$117,600 - $161,700•Remote

About The Position

The Business Intelligence Lead leads data and analytics efforts supporting Humana’s VA Contact Center. The role transforms data from CRM, telephony, quality management, workforce management, and related operational systems into actionable business intelligence to improve operational performance and support strategic outcomes. It oversees the tools, technologies, applications, and practices used to collect, integrate, analyze, interpret, and present data. The position partners with VA Contact Center and Enrollment leadership, Operations, and IT to identify trends, risks, opportunities, and performance improvements. It analyzes contact center drivers such as call volume, average speed of answer, service level, abandonment, first contact resolution, quality, productivity, and member experience, and translates complex data into recommendations for leadership. The role collaborates with business and technical partners to assess and advance AI, automation, and robotic process automation opportunities, supporting work from opportunity assessment and business-case development through implementation, adoption, and benefit validation. It also advises operational leadership on contact center strategy, workforce planning, service performance, process improvement, technology optimization, and operational readiness. The position requires independent judgment on complex assignments, works under minimal supervision, and leads through influence. This position was created to support Humana’s efforts to secure and transition into a new business opportunity. Continued employment is expressly contingent on Humana receiving the opportunity and completing a satisfactory transition; employment may be subject to termination if the opportunity is not pursued or a timely, satisfactory transition cannot be achieved. U.S. citizenship is required for this government contract position. The position is remote, with occasional travel to Humana offices for training or meetings. Work-from-home employees must have internet service with at least 25 Mbps download and 10 Mbps upload speeds and a dedicated workspace that protects member PHI/HIPAA information.

Requirements

Bachelor's degree and at least 8 years of technical data-analysis experience, or a master's degree and at least 4 years of experience.
At least 5 years of technical experience in data analysis.
Advanced experience working with large, complex data sets within large organizations.
Experience analyzing data to solve diverse business problems and creating visualizations that drive strategic direction.
Ability to work with cross-functional teams and translate requirements among business, project management, and technical projects or programs.
Proficiency in understanding healthcare-related data.
Strong verbal and written communication skills with senior and executive leadership.
Passion for contributing to an organization focused on continuously improving consumer experiences.
U.S. citizenship, as required by the government contract.

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, SAS, and other data systems.
Experience with Tableau and Qlik for creating data visualizations.
Expertise in data mining, forecasting, simulation, and/or predictive modeling.
Experience creating analytics solutions for healthcare sectors.

Responsibilities

Lead data and analytics efforts supporting the VA Contact Center, turning operational-system data into actionable business intelligence.
Drive systems integration projects with internal customers and subcontractors to improve efficiency, including documenting technical requirements with IT counterparts for integrations, enhancements, and transitions.
Deliver and share insights from systems integration, track end-to-end progress, and present findings.
Serve as data steward for customer service by defining and validating data feeds to and from customer service applications and monitoring for data-quality gaps or issues.
Perform ad hoc data queries to support business operations.
Develop and maintain contact center reporting, including government-required reports.
Analyze contact center performance measures and provide recommendations to leadership.
Collaborate with business and technical partners to assess and advance AI, automation, and RPA opportunities from assessment through implementation and benefit validation.
Advise operational leadership on functional strategy, workforce planning, service performance, process improvement, technology optimization, and operational readiness.
Communicate findings effectively to technical and non-technical audiences and support data-driven decision-making.