Business Intelligence Lead - Conversational Channels

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Humana is deeply committed to delivering innovative digital experiences that enhance quality of life and improve how people engage with us. We serve a diverse ecosystem—consumers, members, providers, employers, and brokers—connecting them to Humana and to one another in ways that drive satisfaction, engagement, and measurable business value. Our Consumer Digital team is a multidisciplinary group focused on solving customer needs while enabling strategic and operational goals.

As an individual contributor, you will own the measurement strategy for key platforms, design reporting and data products to support insight generation, and be the analytics subject matter expertise on conversational channel trends and outcomes. This role requires deep subject matter expertise in modern IVR platforms and digital Intelligent Virtual Assistants, including chat, messaging, and multimodal experiences.

Use your skills to make an impact

Required Qualifications

Bachelors Degree and 7 or more years of technical experience in data analysis OR Masters degree and 5 or more years of experience including program management

Experience analyzing data to solve a wide variety of business problems and creating data visualizations that drive strategic direction

Advanced experience exploring complex data sets using SQL, Databricks, PySpark, or similar data systems

Experience with tools such as Power BI for creating data visualizations

Proficiency in verbal and written communication/presenting to senior and executive leadership

Preferred Qualifications

Advanced Degree in a quantitative discipline, such as Mathematics, Economics, Finance, Statistics, Computer Science, Engineering or related field

Proficiency in understanding healthcare related data

Experience with Google CX Insights, Genesys or related conversational and routing systems

Expertise in data mining, forecasting, simulation, and/or predictive modeling

Experience creating analytics solutions for various customer engagement outcomes

Experience with measuring AI agents and Agentic Platforms performance

Travel: While this is a remote position, occasional travel to Humanas offices for training or meetings may be required.

Scheduled Weekly Hours

40

Pay Range

The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.

$117,600 - $161,700 per year

This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.

Description of Benefits

Humana, Inc. and its affiliated subsidiaries (collectively, “Humana”) offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.

Application Deadline: 04-14-2026

Equal Opportunity Employer

It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status. It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.

Humana complies with all applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sex, sexual orientation, gender identity or religion. We also provide free language interpreter services. See our

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