Senior BI Lead – Conversational Channels (Remote)

Humana Inc; Phoenix (AZ); Remote; USD 118,000 - 162,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401(k) retirement savings plan

Time off

Disability insurance

Life insurance

Job summary

Humana Inc. is seeking a senior Business Intelligence Lead to partner with the Conversational Channels Product organization, including IVR and IVA, guiding analytics strategy and KPI governance.

You will mentor a team of BI Engineers and drive reporting excellence. You will translate business goals into measurable outcomes, lead agile analytics delivery, and present insights to senior leaders using Power BI dashboards and other tools.

Qualifications

• 7+ years in BI/Analytics/Data Engineering or 4+ years with Master's degree.
• Advanced SQL skills with 3+ years of experience across large-scale enterprise datasets.
• 3+ years of Power BI experience.
• 1 year translating business requirements into analytics solutions and actionable insights.
• 1 year presenting data analytics to Senior Leadership.

Responsibilities

• Serve as 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.

Skills

SQL

Power BI

Analytics leadership

Agile delivery

Stakeholder collaboration

Data visualization

Education

Bachelor's or Master's degree

Tools

Google BigQuery

Databricks

Python

Job description

Humana Inc. is seeking a senior Business Intelligence Lead to partner with the Conversational Channels Product organization, including IVR and IVA, guiding analytics strategy and KPI governance.

You will mentor a team of BI Engineers and drive reporting excellence. You will translate business goals into measurable outcomes, lead agile analytics delivery, and present insights to senior leaders using Power BI dashboards and other tools.