Consumer Experience Business Intelligence Sr. Professional
Humana

Job Info

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Description

The Consumer Experience and Business Intelligence Sr. Professional addresses complex business problems and issues using data from internal and external sources to provide insight to decision-makers. The Consumer Experience and Business Intelligence Sr. Professional work assignments involve moderately complex to complex issues where the analysis of situations or data requires an in-depth evaluation of variable factors.

Responsibilities

Core Responsibilities:

• Optimize and analyze data to uncover insights and create story driven visualization and reporting that is easily digestible for broader consumption.
• Develop and distribute operational and executive level reporting using various consumer experience data points: NPSt, OSAT, CES, PCM, Sentiment, and HP Feedback loop opportunities/complaints
• Use data to advise and influence department's strategy and approach re: key business objectives, results and actions being taken to improve consumer experience and/or efficiency.
• Using data, collaborate across HP and other areas of the enterprise to eliminate friction points and improve the member experience, including testing hypothesis and effectively communicating outcomes and insights to our stakeholders.
• Measure the impact of our Service Experience Initiatives: partner to define key metrics for customer experience, establish baselines, recommend goals, and measure the progress towards those goals drive by key initiatives.
• Represents CEO Team and PSEO on various initiatives; is trusted to share the customer story, relevant data, and outcomes to inform system and process changes
• Works autonomously; also works directly with Ops Manager, Director, and VP level as requests/opportunities arise.
• Trusted to make decision on complex issues and appropriately follow through on required next steps
• Work with cross-functional teams on continuous process improvement, simplification, system enhancements, improving quality, and consumer experience which improve key metrics
• Displays analytic acumen and curiosity; responsible for collaborating with Pharmacy Analytics team on creation of dashboards re: key metrics. Is power user for Clarabridge IDEA tool, creating dashboards, deriving insights which influence key goals for the organization.

Required Qualifications

• Bachelor's degree or 3 or more years of proven experience in data analysis
• Comprehensive knowledge of Microsoft Office Applications including Word, Excel, Access and PowerPoint
• Advanced Experience working with big and complex data sets within large organizations
• Experience analyzing data to solve a wide variety of business problems and create data visualizations that drive strategic direction
• Proficiency in verbal and written communication to senior and executive leadership, including presentation creation for executive level consumption
• Must be passionate about contributing to an organization focused on continuously improving consumer experience

Preferred Qualifications

• Advanced Degree in a quantitative discipline, such as Mathematics, Economics, Finance, Statistics, Computer Science, Engineering or related field
• Experience with tools such as: Clarabridge IDEA Tool, InMoment VoC Platform, Tableau, Power BI, and Powerpoint for creating data visualizations
• Expertise in data mining, forecasting, simulation, and/or predictive modeling
• Experience creating analytics solutions

Additional Information

Scheduled Weekly Hours

40

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