Business Intelligence Lead, Conversational Channels

Become a part of our caring community The Business Intelligence Lead is a senior individual contributor role supporting Humana's Conversational Channels Product organization, including Interactive Voice Response (IVR), Intelligent Virtual Assistants (IVA), and emerging AI-powered member engagement experiences. This is not a traditional reporting role. The ideal candidate combines deep analytics expertise with product, project, and leadership capabilities, enabling them to operate as a strategic partner to Product, Engineering, Operations, and Business Intelligence leaders. The Business Intelligence Lead will serve as a key partner to the Director of Business Intelligence, helping drive analytics strategy, KPI governance, portfolio planning, delivery execution, and stakeholder alignment across a portfolio of conversational experiences. The role will also provide mentorship and technical leadership to a team of Business Intelligence Engineers, establishing best practices for reporting, analytics, measurement, data quality, and delivery excellence. Success in this role requires a balance of strategic thinking, technical expertise, Agile delivery experience, and cross-functional leadership. The ideal candidate is comfortable influencing decisions, navigating complex initiatives, translating business objectives into measurable outcomes, and helping both leaders and engineers succeed. This position plays a critical role in advancing Humana's Conversational Channels strategy, member experience goals, and data-driven decision making. Responsibilities As a Business Intelligence Lead, you will: Serve as the primary analytics partner for Conversational Channel initiatives, including IVR, IVA, and AI-driven customer engagement programs. Partner closely with Product Managers, Designers, Digital leaders, Operations, and external partners to define and measure business outcomes. Support the Director of Business Intelligence in prioritization, stakeholder management, roadmap planning, and execution tracking across multiple initiatives. Translate business objectives into measurable success criteria and analytics requirements before initiatives are launched. Mentor and provide technical guidance to a team of Business Intelligence Engineers, helping elevate analytical capabilities, reporting standards, and development practices. Drive the planning and execution of analytics work within Agile delivery frameworks, participating in 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 in a clear, concise, and compelling manner. Required Qualifications Bachelor's degree plus 7+ years of experience in Business Intelligence, Analytics, Data Engineering, Product Analytics OR Master's degree plus 4+ years of relevant experience. Advanced SQL with 3+ years of experience with demonstrated ability to work 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. Preferred Qualifications Advanced Degree in a quantitative discipline, such as Mathematics, Economics, Finance, Statistics, Computer Science, Engineering or related field Advanced in 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 working with cloud data platforms such as Google BigQuery and Databricks. Familiarity with conversational analytics, speech analytics, journey analysis, or customer experience measurement. Experience working 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. Additional Information May require 5% travel if outside of Louisville, KY Only applicants with authorization to work permanently in the U.S. need apply. Use your skills to make an impact Work at Home Requirements: To ensure Home or Hybrid Home/Office employees’ ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria: At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested. In certain roles, the minimum recommended internet speed required by Humana may not be sufficient for business needs. Humana reserves the right to require associates to upgrade their internet service if necessary. Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information. Travel: While this is a remote position, occasional travel to Humana's 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, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities. Application Deadline: 10-27-2026 About us About Humana: Humana Inc. (NYSE: HUM) is a leading U.S. healthcare company. Through our Humana insurance services and our CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health – delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare and Medicaid, families, individuals, military service personnel, and communities at large. Learn more about what we offer at Humana.com and at CenterWell.com. ​ 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.