Humana

Director of Business Intelligence – IVR, Digital IVA, Conversational AI

Humana

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $156,600 - $215,400 per year

Job Level

Lead

About the role

  • Partner closely with Product, Design, and Engineering teams to implement a web analytics strategy to measure experience effectiveness and outcomes
  • Define KPIs and success metrics for analytics initiatives and track realized operational and financial value
  • Collaborate across disciplines and domains to build alignment around outcomes
  • Manage the analytics backlog, continuously prioritizing work based on strategic value, feasibility and product needs
  • Design and lead an intake and prioritization process, establishing transparent criteria through stakeholder collaboration and evolving the approach based on organizational needs
  • Establish service level expectations and communications practices that keep stakeholders informed about request status, timelines and prioritization rationale
  • Translate analytical insights into clear, executive ready reports, projections, and presentations
  • Develop a high performing team, fostering technical excellence, continuous learning and collaborative culture
  • Strengthen shared services partnerships while introducing operating models, processes, and standards that enable company-wide impact
  • Navigate organizational complexity and competing priorities with diplomacy, finding win-win solutions where possible and making clear calls when necessary
  • Translate technical concepts into business value propositions that resonate with executive and operational stakeholders

Requirements

  • 10+ years of business intelligence experience, with 7+ years focused on IVR, digital IVA, conversational AI, or voice/chat automation
  • 5 or more years of leadership experience
  • Strong understanding of measurement strategies around: IVR effectiveness, Digital chat and messaging experiences, AI/Agentic conversational experiences, Customer Engagement
  • Proven success delivering insights around conversational experiences across voice and/or digital channels including identifying friction points and optimization opportunities
  • Experience executing roadmaps using agile methodologies and human‑centered design
  • Excellent communication skills with the ability to influence cross‑functional teams and present to senior leadership
Benefits
  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
business intelligenceIVRdigital IVAconversational AIvoice automationchat automationmeasurement strategiesagile methodologieshuman-centered designdata analysis
Soft Skills
leadershipcommunicationcollaborationinfluencediplomacyproblem-solvingteam developmentstakeholder managementprioritizationstrategic thinking