Description

The Associate Director, Business Intelligence solves complex business problems and issues using data for the Retail Contact Center from internal and external sources to provide insight to decision-makers. The Associate Director, Business Intelligence requires a solid understanding of how organization capabilities interrelate across department(s).

Responsibilities

• Oversee and develop team of approximately 11-15 associates

• Assess and create longer term views of strategy of the consumer experience analytics space by:

  • Knowing emerging trends and industry use of technology

  • Being closely connected to enterprise/segment analytics and technology strategy and impacts to the Retail Contact Center (ex. segmentation, new technology)

• Develop a comprehensive analytics and business strategy for operations to execute and turn insights into actions

• Resolve complex technical and operational problems the Retail Contact Center space by analyzing and using data on associate and member interactions to determine:

  • Outcomes of strategic business decisions (f/b to senior leaders)

  • Inputs to business decisions

  • Financial impact

Based on current guidance from the CDC, local and state governments, and Humana leadership related to the coronavirus (COVID-19) outbreak have extended travel restrictions until further notice. The policy will be reassessed as the situation warrants. Once these restrictions are lifted this role may require up to 20% travel, which could include international, depending on business needs.

Required Qualifications

• Bachelor's Degree in a driven discipline, such as Data Analytics, Statistics and/or related field
• 5+ years of technical experience in data analysis and intelligence in a large production environment
• 5+ years of people leadership experience
• Previous operations experience in a production and/or metrics intensive performance environment
• Experience Tableau and Power BI
• Knowledgeable in process improvement and metrics development
• Excellent written and verbal communication skills
• Strategic thinker that can push new initiatives – integrate new or emerging technologies
• Comprehensive knowledge of all Microsoft Office applications
• Must be passionate about contributing to an organization focused on continuously improving consumer experiences
• Ability to travel up to 20% depending on business
• Ability to work non-traditional hours (may include some nights and weekends depending on business needs)

Preferred Qualifications

• Master’s Degree
• Ability to anticipate and be proactive around next steps in large initiatives simultaneously
• Relationship focused and can represent the team to both internal and external audiences

Additional Information

At Humana, we know your well-being is important to you, and it’s important to us too.  That’s why we’re committed to making resources available to you that will enable you to become happier, healthier, and more productive in all areas of your life. Just to name a few:

• Work-Life Balance

• 100% Work-At-Home/Remote

• Generous PTO package

• Health benefits effective day 1

• Annual Incentive Plan

• 401K - Immediate company match

• Well-being program 

• Paid Volunteer Time Off

• Student Loan Refinancing

If you share our passion for helping people, we likely have the right place for you at Humana.

Work at Home/Remote Requirements

• Must ensure designated work area is free from distractions during work hours and virtual meetings

• Must provide a high-speed DSL or cable modem for a workspace (Satellite and Hotspots are prohibited). A minimum standard speed of 10x1 (10mbs download x 1mbs upload) for optimal performance of is required
   

Alert:  Humana values personal identity protection.  Please be aware that applicants selected for leader review may be asked to provide a social security number, if it is not already on file.  When required, an email will be sent from [email protected] with instructions to add the information into the application at Humana’s secure website.