Business Intelligence Lead – Digital VOC

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Position Overview

The Digital Voice of Customer (VoC) Program Leader & Insights Champion will own and advance the end-to-end VoC strategy across Digital CW, ensuring measurement approaches align with customer experience goals and business priorities. This position is responsible for vendor management (Qualtrics), cross-functional stakeholder collaboration, and driving everyday self-service and adoption of VoC insights throughout the organization. The ideal candidate will develop diverse VoC touchpoints, analyze structured and unstructured data, present findings through effective storytelling, and serve as a thought leader to educate and empower teams for data-driven decision‑making.

• 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.

• 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

• 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

While this is a remote position, occasional travel to Humana’s offices for training or meetings may be required.

40

The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the…