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Humana

Business Intelligence Lead, Conversational Channels

Humana

. Serve as the primary analytics partner for Conversational Channel initiatives, including IVR, IVA, and AI-driven customer engagement programs .

Posted 10/22/2026full-timeRemote • United StatesSenior💰 $117,600 - $161,700 per yearWebsite

Core Competencies

Role fit
Core Competencies

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Demonstrates expertise in Business Intelligence and Analytics, with a strong focus on translating business objectives into actionable insights and measurable success criteria. Proficient in advanced SQL, Power BI, and cloud data platforms, while effectively collaborating with cross-functional teams to drive analytics initiatives.

Highest-signal resume keywords
Advanced SQLPower BIAnalytics Solutions DevelopmentAgile MethodologiesConversational AI Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills
Business IntelligenceData EngineeringAnalyticsDAXPythonKPI DefinitionData ValidationPerformance ReportingExecutive DashboardsConversational Analytics
Soft Skills
Stakeholder ManagementMentoringPresentation SkillsCollaborationTechnical Guidance
Tools & Technologies
Power BIGoogle BigQueryDatabricksIVRIVAGoogle CCAINuanceGenesys
Industry Keywords
HealthcarePayerPharmacyConsumer HealthCustomer EngagementDigital Customer ExperienceContact Center

Tech Stack

Tools & technologies
BigQueryCloudPythonSQL

About the role

Key responsibilities & impact
  • 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

What you’ll need
  • 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

Comp & perks
  • 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