Business Intelligence Lead, Conversational Channels

🔥 2 minutes ago

🇺🇸 United States – Remote

💵 $117.6k - $161.7k / year

⏰ Full Time

🟠 Senior

📚 Business Intelligence Analyst

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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.

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

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

• Serve as the primary analytics partner for Conversational Channel initiatives, including IVR, IVA, and AI-driven customer engagement programs • Partner with Product Managers, Designers, Digital leaders, Operations, and external partners to define and measure business outcomes • Support the Director of Business Intelligence with prioritization, stakeholder management, roadmap planning, and execution tracking • Translate business objectives into measurable success criteria and analytics requirements before initiatives launch • Mentor and provide technical guidance to Business Intelligence Engineers • Drive analytics planning and execution within Agile frameworks, including sprint planning, backlog refinement, PI planning, and release activities • Develop and maintain executive dashboards, scorecards, and operational reporting solutions using Power BI and other visualization platforms • Analyze conversational channel performance, including containment, authentication, intent recognition, self-service utilization, transfer behavior, abandonment patterns, and customer experience metrics • Present insights and recommendations to senior leaders and executive stakeholders

🎯 Requirements

• Bachelor's degree plus 7+ years of experience in Business Intelligence, Analytics, Data Engineering, or Product Analytics OR Master's degree plus 4+ years of relevant experience • Advanced SQL with 3+ years of experience working across large-scale enterprise datasets • 3+ years of Power BI experience • 1 year of experience translating business requirements into analytics solutions and actionable insights • 1 year of experience presenting data analytics to Senior Leadership • Advanced SQL, DAX, and other data systems • Experience supporting IVR, IVA, Conversational AI, Contact Center, Digital Customer Experience, or Customer Engagement platforms • Prior experience serving as a team lead, technical lead, project lead, or product owner • Experience defining and governing enterprise KPIs and measurement frameworks • Experience with cloud data platforms such as Google BigQuery and Databricks • Familiarity with conversational analytics, speech analytics, journey analysis, or customer experience measurement • Experience with Google CCAI, Nuance, Genesys, or other conversational technology platforms • Healthcare, payer, pharmacy, or consumer health experience • Basic to intermediate Python experience for analytics automation and data validation • Strong understanding of Agile methodologies, including sprint planning, backlog management, release processes, and cross-functional delivery • Experience building executive-level scorecards and performance reporting for large-scale transformation initiatives • Only applicants with authorization to work permanently in the U.S. need apply • Home work requires a dedicated space without ongoing interruptions to protect member PHI/HIPAA information • Home internet must provide at least 25 Mbps download and 10 Mbps upload

🏖️ Benefits

• Bonus incentive plan based upon 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 • Home or hybrid home/office work arrangement • Occasional travel to Humana offices for training or meetings