Business Intelligence Lead

CenterWell; United States; A distancia; USD 118.000 - 162.000; Jornada completa

Descripción de la vacante

Humana, through CenterWell, is seeking a Business Intelligence Lead for the VA Contact Center. The role focuses on transforming data from CRM, telephony, QA, and workforce management into actionable BI insights that drive performance and strategic outcomes.

You will partner with operations and IT to identify trends, risks, and improvement actions, and lead studies on call volume, service levels, quality, and member experience to inform leadership decisions.

Formación

• Bachelor’s degree plus 8+ years in data analysis OR Master’s plus 4+ years of experience.
• 5+ years of data analysis in large organizations.
• Experience with large, complex data sets.
• Ability to translate data into actionable business insights.
• Strong communication with senior leadership.

Responsabilidades

• Lead data/analytics efforts for the VA Contact Center.
• Transform data from CRM, telephony, QA, WFM into BI insights.
• Collaborate with IT, Enrollment, Operations to identify trends and improvements.
• Evaluate AI, automation, and RPA opportunities to improve efficiency.
• Advise leadership on workforce planning, service performance, and readiness.

Conocimientos

data analysis

big data

cross-functional teams

communication to executives

data visualization

Educación

Bachelor's degree

Master's degree

Herramientas

Tableau

Qlik

SQL

SAS

Descripción del empleo

Become a part of our caring community

This position is created specifically to assist with Humana’s efforts to secure and, if awarded, transition into a new business opportunity. Please note that continued employment in this role is expressly contingent upon Humana’s receipt of the business opportunity and a satisfactory transition into the work. In the event Humana does not pursue the opportunity or determines that a timely and satisfactory transition cannot be achieved, employment may be subject to termination.

The Business Intelligence Lead is responsible for leading data and analytics efforts in support of the VA Contact Center, with a focus on transforming data from CRM, telephony, quality management, workforce management, and related operational systems into actionable business intelligence. This role oversees the tools, technologies, applications, and practices used to collect, integrate, analyze, interpret, and present data to drive informed decision-making, improve operational performance, and support strategic outcomes across the contact center environment.

This position partners closely with VA Contact Center leadership, Enrollment leadership, Operations, and IT to identify trends, risks, opportunities, and performance improvement actions based on data analysis. The Business Intelligence Lead is expected to provide insight into key contact center performance drivers such as call volume, average speed of answer, service level, abandonment, first contact resolution, quality, productivity, member experience, and other operational and outcome-based measures. This role synthesizes large and complex data sets into clear recommendations and delivers analysis that enables leadership to make timely, data-driven decisions on matters of significance.

The Business Intelligence Lead also collaborates with business and technical partners to identify, evaluate, and advance AI, automation, and robotic process automation (RPA) opportunities that improve contact center efficiency, effectiveness, and user experience. This includes supporting initiatives from opportunity assessment and business case development through implementation, adoption, and post-deployment benefit validation.

In addition, this role serves as a strategic advisor to operational leadership by developing and informing contact center functional strategies that align with broader enterprise objectives. The individual uses advanced analytical methods, business acumen, and operational knowledge to assess variable factors, identify root causes, forecast impacts, and recommend the best course of action. The role frequently advises leadership on high-impact issues where data analysis is essential to decision-making, including workforce planning, service performance, process improvement, technology optimization, and operational readiness.

The Business Intelligence Lead exercises independent judgment and decision-making on complex assignments and works under minimal supervision. This role is expected to lead through influence, communicate findings effectively to technical and non-technical audiences, and ensure that decisions are grounded in accurate, meaningful, and actionable data.

Our Government Contract Requires US Citizenship for this Position

KEY ACCOUNTABILITIES

50% Drives systems integration projects with our internal customers and subcontractors to drive efficiencies including documentation of technical requirements in collaborations with IT counterparts for systems integrations, enhancements, transitions, etc. Delivers insight based on integration for broad consumption. Tracks end-to-end progress and presents findings.

25% Serves as data steward for customer service including defining and validating data feeds to/from various customer service applications, including ongoing monitoring to ensure there are no data quality gaps or issues.

15% Performs Ad Hoc data queries to support business operations

10% Responsible for development and maintenance of contact center reporting, including government required reports

Use your skills to make an impact

Required Qualifications

• Bachelor’s degree and 8 or more years of technical experience in data analysis OR Master’s degree and 4 years of experience
• 5 or more years of technical experience in data analysis
• 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
• Proven ability to work with cross-functional teams and translate requirements between business, project management and technical projects or programs
• Proficiency in understanding Healthcare related data
• Proficiency in verbal/written communication to senior and executive leadership
• Must be passionate about contributing to an organization focused on continuously improving consumer experiences

Preferred Qualifications

• Advanced Degree in a quantitative discipline, such as Mathematics, Economics, Finance, Statistics, Computer Science, Engineering or related field
• Advanced in SQL, SAS and other data systems
• Experience with tools such as Tableau and Qlik for creating data visualizations
• Expertise in data mining, forecasting, simulation, and/or predictive modeling
• Experience creating analytics solutions for various healthcare sectors

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.

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 atHumana.comand atCenterWell.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.