Senior Voice of the Customer Professional

Humana

Senior Voice of Customer Researcher utilizing client insights to enhance member experiences at Humana. Collaborating with teams to deliver actionable recommendations and support improvement projects.

Posted 7/13/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $89,000 - $121,400 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer experience analysis, utilizing tools like Qualtrics to gather and interpret feedback. Capable of translating complex data into actionable insights that drive product and experience improvements.

Highest-signal resume keywords

Voice Of The CustomerCustomer Experience AnalysisQualtrics ProficiencyData InterpretationSurvey Development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Feedback AnalysisExperience KPI MonitoringData VisualizationAnalytical RigorReport Creation

Soft Skills

CommunicationCollaborationInfluencing OutcomesProblem Solving

Tools & Technologies

QualtricsAnalytics Platforms

Industry Keywords

Customer ExperienceUser ExperienceInsightsBehavioral SignalsSentiment Measurement

About the role

Key responsibilities & impact

Work in a multi-disciplinary team to help Humana better understand how customers experience our products and services.
Use customer feedback, survey data, sentiment, behavioral signals, and experience KPIs to identify friction, unmet needs, emerging trends, and opportunities to improve the member experience.
Translate customer experience data into applicable insights and support end-to-end journey improvements.
Apply judgment, analytical rigor, and communication to influence outcomes, ensuring informed decision-making, and support consumer-centered improvement projects across the organization.
Provide daily work guidance and subject matter support to CX professionals to ensure delivery of insights and improvement activities.
Support the execution of Voice of the Customer across Humana's properties, including feedback collection, survey design, sentiment measurement, and experience performance monitoring.
Use tools such as Qualtrics and analytics platforms to collect, analyze, and interpret customer feedback across channels.
Analyze structured and unstructured feedback to identify trends, themes, pain points, user needs, and opportunities for product improvement.
Monitor experience KPIs such as NPS, CSAT, Customer Effort Score, Task Completion, sentiment, and customer behavior trends over time.
Investigate recurring issues and root causes to understand what is driving friction and how those issues impact the customer experience.
Translate findings into actionable insights and recommendations that inform product roadmaps, experience strategy, content improvements, and design decisions.
Create reports, dashboards, and stakeholder-ready presentations that clearly communicate key themes, insights, recommendations, and business implications.
Track the impact of implemented changes and help teams understand whether improvements are reducing friction, improving satisfaction, or supporting better task completion.
Partner cross-functionally with Product, Research, Content, Design, Analytics, IT, and business stakeholders to align VOC insights with product strategy and execution.
Socialize customer feedback and experience insights in a clear, compelling way that helps teams stay connected to member needs and experience performance.
Support experience improvement projects focused on prioritized end-to-end customer journeys.

Requirements

What you’ll need

Bachelor's Degree in Business, Analytics, Marketing, Research, Customer Experience, User Experience, Data Science, Healthcare Administration, or a related field
5+ years of related experience in voice of customer, customer experience, UX research, product research, insights, analytics, or a related role
Experience collecting, analyzing, and interpreting customer feedback across channels
Experience using Qualtrics or similar voice-of-customer, survey, or experience management platforms
Experience developing surveys, managing feedback programs, and measuring customer sentiment
Strong analytical skills with the ability to identify trends, themes, pain points, and opportunities from structured and unstructured data
Experience creating reports, dashboards, and executive-level presentations that summarize insights and recommendations
Experience translating complex data into concise, actionable recommendations for product, design, content, analytics, and business stakeholders

Benefits

Comp & perks

medical, dental and vision benefits
401(k) retirement savings plan
time off (including paid time off, company and personal holidays, paid parental and caregiver leave)
short-term and long-term disability
life insurance