Associate Director, Net Promoter Score Relationship

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 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 0%

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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 6 associates, including shaping team culture and coaching and development

🎯 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 • Ability to influence senior leaders and drive enterprise change • Strong analytical, communication, presentation, and storytelling skills • Experience leading through ambiguity and building scalable processes • Dedicated workspace without ongoing interruptions to protect member PHI/HIPAA information • Home internet with at least 25 Mbps download and 10 Mbps upload speed • 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, dental, and vision benefits • 401(k) retirement savings plan • Paid time off • Company and personal holidays • Paid parental and caregiver leave • Short-term and long-term disability • Life insurance • Personal wellness and smart healthcare decision support • Remote work arrangement • Occasional travel to Humana offices for training or meetings