Senior Voice of the Customer Professional

Job not on LinkedIn

🔥 3 minutes ago

🇺🇸 United States – Remote

💵 $89k - $121.4k / year

⏰ Full Time

🟠 Senior

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Humana

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1961

⚕️ Healthcare Insurance

Healthcare Insurance

Humana is a healthcare company dedicated to making a positive impact on the health of individuals, communities, and the healthcare system as a whole. With a focus on putting health first, Humana serves a diverse range of populations, including seniors and the military, providing Medicare Advantage HMO, PPO, and PFFS plans. Humana is committed to fostering a culture of belonging and mutual respect, offering competitive and flexible benefits to ensure the financial security of its employees and their families. The company prides itself on creating an inclusive workplace where everyone has the opportunity to succeed.

📋 Description

• Work in a multi-disciplinary team to help Humana better understand how customers experience our products and services. • Use customer feedback, survey data, sentiment, behavioral signals, and experience KPIs to identify friction, unmet needs, emerging trends, and opportunities to improve the member experience. • Translate customer experience data into applicable insights and support end-to-end journey improvements. • Apply judgment, analytical rigor, and communication to influence outcomes, ensuring informed decision-making, and support consumer-centered improvement projects across the organization. • Provide daily work guidance and subject matter support to CX professionals to ensure delivery of insights and improvement activities. • Support the execution of Voice of the Customer across Humana's properties, including feedback collection, survey design, sentiment measurement, and experience performance monitoring. • Use tools such as Qualtrics and analytics platforms to collect, analyze, and interpret customer feedback across channels. • Analyze structured and unstructured feedback to identify trends, themes, pain points, user needs, and opportunities for product improvement. • Monitor experience KPIs such as NPS, CSAT, Customer Effort Score, Task Completion, sentiment, and customer behavior trends over time. • Investigate recurring issues and root causes to understand what is driving friction and how those issues impact the customer experience. • Translate findings into actionable insights and recommendations that inform product roadmaps, experience strategy, content improvements, and design decisions. • Create reports, dashboards, and stakeholder-ready presentations that clearly communicate key themes, insights, recommendations, and business implications. • Track the impact of implemented changes and help teams understand whether improvements are reducing friction, improving satisfaction, or supporting better task completion. • Partner cross-functionally with Product, Research, Content, Design, Analytics, IT, and business stakeholders to align VOC insights with product strategy and execution. • Socialize customer feedback and experience insights in a clear, compelling way that helps teams stay connected to member needs and experience performance. • Support experience improvement projects focused on prioritized end-to-end customer journeys.

🎯 Requirements

• Bachelor's Degree in Business, Analytics, Marketing, Research, Customer Experience, User Experience, Data Science, Healthcare Administration, or a related field • 5+ years of related experience in voice of customer, customer experience, UX research, product research, insights, analytics, or a related role • Experience collecting, analyzing, and interpreting customer feedback across channels • Experience using Qualtrics or similar voice-of-customer, survey, or experience management platforms • Experience developing surveys, managing feedback programs, and measuring customer sentiment • Strong analytical skills with the ability to identify trends, themes, pain points, and opportunities from structured and unstructured data • Experience creating reports, dashboards, and executive-level presentations that summarize insights and recommendations • Experience translating complex data into concise, actionable recommendations for product, design, content, analytics, and business stakeholders

🏖️ Benefits

• medical, dental and vision benefits • 401(k) retirement savings plan • time off (including paid time off, company and personal holidays, paid parental and caregiver leave) • short-term and long-term disability • life insurance