Senior BI Lead - Conversational Channels (Remote)

Humana Inc; Trenton (NJ); Remote; USD 118,000 - 162,000; Full time

Benefits offered by this job

Bonus eligibility

Job summary

Humana is seeking a Business Intelligence Lead to partner with the Conversational Channels Product team, driving analytics strategy, KPI governance, and delivery across IVR, IVA, and AI-driven member engagement programs.

The role blends senior analytics expertise with product, project, and leadership capabilities, guiding a team of BI Engineers and collaborating with Product, Engineering, and Operations to deliver measurable business outcomes.

Qualifications

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

Responsibilities

• 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.

Skills

Advanced SQL

Power BI

Agile delivery

Stakeholder management

Mentorship

Education

Bachelor's degree + 7+ years experience

Master's degree + 4+ years

Tools

Google BigQuery

Databricks

Python

Job description

Humana is seeking a Business Intelligence Lead to partner with the Conversational Channels Product team, driving analytics strategy, KPI governance, and delivery across IVR, IVA, and AI-driven member engagement programs.

The role blends senior analytics expertise with product, project, and leadership capabilities, guiding a team of BI Engineers and collaborating with Product, Engineering, and Operations to deliver measurable business outcomes.