Associate Director, Net Promoter Score

🕒 September 10

🇺🇸 United States – Remote

💵 $150k - $206.3k / year

⏰ Full Time

🟠 Senior

👔 Director

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Humana

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1961

🏥 Healthcare

🛡️ Insurance

⚕️ Healthcare Insurance

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

• Lead the design, execution, and evolution of the NPSr strategy, framework, and operating model • Oversee collection, analysis, interpretation, and reporting of NPSr and related experience metrics • Translate customer, member, provider, or associate feedback into actionable insights and recommendations • Partner with operations, marketing, product, digital, service, and analytics leaders to drive improvement initiatives • Establish governance, processes, and accountability for NPSr performance across teams and business segments • Build and maintain dashboards, reporting cadences, and executive-ready presentations • Identify root causes behind experience outcomes and recommend strategic and operational actions • Monitor program effectiveness and continuously improve methodology, reporting, and follow-through • Lead a team responsible for feedback programs, insight development, and action planning • Promote customer-centricity and data-driven decision-making across the organization • Lead a team of 6 associates, shaping team culture and providing coaching and development • Drive enterprise alignment around customer feedback, experience measurement, insight generation, and action planning

🎯 Requirements

• Bachelor’s degree in business, marketing, analytics, consumer insights, healthcare administration, or a related field • 6+ years of progressive experience in customer experience, insights, strategy, analytics or related functions • 3+ years of leadership experience managing teams and cross-functional initiatives • Strong experience with NPS, VoC, CX measurement, survey design, insights generation, and performance reporting • Demonstrated ability to influence senior leaders and drive enterprise change • Strong analytical, communication, presentation, and storytelling skills • Experience leading through ambiguity and building scalable processes • Ability to work Eastern Standard Time (EST) hours • Ability to travel up to 10% • Minimum home internet speed of 25 Mbps download and 10 Mbps upload • Dedicated workspace without ongoing interruptions to protect member PHI / HIPAA information • Master’s degree in business, public health, marketing, analytics, or a related field (preferred) • Experience in healthcare, insurance, or other highly regulated industries (preferred) • Familiarity with enterprise data, digital experience platforms, and feedback management tools (preferred) • Experience integrating qualitative and quantitative insights into business strategy (preferred) • Proven success driving measurable improvements in satisfaction, loyalty, retention, or brand perception (preferred)

🏖️ Benefits

• Bonus incentive plan based on company and/or individual performance • Medical benefits • Dental benefits • Vision benefits • 401(k) retirement savings plan • Paid time off • Company holidays • Personal holidays • Paid parental leave • Paid caregiver leave • Short-term disability • Long-term disability • Life insurance • Dedicated home workspace arrangement • Remote work arrangement • Occasional travel to Humana offices for training or meetings