Director of Business Intelligence - IVR, Digital IVA & Conversational AI

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. We are seeking a Director of Business Intelligence to guide the strategic decisions supporting the transformation of our Conversational Platforms. This role will be accountable for working across teams to deliver actional insights and manage reporting on key capabilities delivered by our IVR, IVA, and Chat platforms. Analytics Strategy & Value Partner closely with Product, Design, and Engineering teams to implement a web analytics strategy to measure experience effectiveness and outcomes Define KPIs and success metrics for analytics initiatives and track realized operational and financial value Collaborate across disciplines and domains to build alignment around outcomes Analytics Portfolio Execution Manage the analytics backlog, continuously prioritizing work based on strategic value, feasibility and product needs Design and lead an intake and prioritization process, establishing transparent criteria through stakeholder collaboration and evolving the approach based on organizational needs Establish service level expectations and communications practices that keep stakeholders informed about request status, timelines and prioritization rationale Translate analytical insights into clear, executive ready reports, projections, and presentations Team & Stakeholder Management Develop a high performing team, fostering technical excellence, continuous learning and collaborative culture Strengthen shared services partnerships while introducing operating models, processes, and standards that enable company-wide impact Navigate organizational complexity and competing priorities with diplomacy, finding win-win solutions where possible and making clear calls when necessary Translate technical concepts into business value propositions that resonate with executive and operational stakeholders Use your skills to make an impact

Requirements

• 10+ years of business intelligence experience, with 7+ years focused on IVR, digital IVA, conversational AI, or voice/chat automation
• 5 or more years of leadership experience
• Strong understanding of measurement strategies around: IVR effectiveness Digital chat and messaging experiences AI/Agentic conversational experiences Customer Engagement
• Proven success delivering insights around conversational experiences across voice and/or digital channels including identifying friction points and optimization opportunities
• Experience executing roadmaps using agile methodologies and human‑centered design
• Excellent communication skills with the ability to influence cross‑functional teams and present to senior leadership

Nice To Haves

• MBA or equivalent advanced degree
• Experience in healthcare or insurance industries
• Experience with modern conversational platforms (Customer Experience Agent Studio (CX Agent Studio)/ Google Customer Experience Insights (CX Insights) strongly preferred)

Responsibilities

• Partner closely with Product, Design, and Engineering teams to implement a web analytics strategy to measure experience effectiveness and outcomes
• Define KPIs and success metrics for analytics initiatives and track realized operational and financial value
• Collaborate across disciplines and domains to build alignment around outcomes
• Manage the analytics backlog, continuously prioritizing work based on strategic value, feasibility and product needs
• Design and lead an intake and prioritization process, establishing transparent criteria through stakeholder collaboration and evolving the approach based on organizational needs
• Establish service level expectations and communications practices that keep stakeholders informed about request status, timelines and prioritization rationale
• Translate analytical insights into clear, executive ready reports, projections, and presentations
• Develop a high performing team, fostering technical excellence, continuous learning and collaborative culture
• Strengthen shared services partnerships while introducing operating models, processes, and standards that enable company-wide impact
• Navigate organizational complexity and competing priorities with diplomacy, finding win-win solutions where possible and making clear calls when necessary
• Translate technical concepts into business value propositions that resonate with executive and operational stakeholders

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: Director
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees