Director of Business Intelligence - IVR, Digital IVA & Conversational AI

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 Humana is deeply committed to delivering innovative digital experiences that enhance quality of life and improve how people engage with us. We serve a diverse ecosystem—consumers, members, providers, employers, and brokers—connecting them to Humana and to one another in ways that drive satisfaction, engagement, and measurable business value. Our Consumer Digital team is a multidisciplinary group focused on solving customer needs while enabling strategic and operational goals.

We are seeking a Director of Business Intelligence to guide the strategic decisions supporting the transformation of our Conversational Platforms.  This role will be accountable for working across teams to deliver actional insights and manage reporting on key capabilities delivered by our IVR, IVA, and Chat platforms. 

Analytics Strategy & Value

• Partner closely with Product, Design, and Engineering teams to implement a web analytics strategy to measure experience effectiveness and outcomes

• Define KPIs and success metrics for analytics initiatives and track realized operational and financial value

• Collaborate across disciplines and domains to build alignment around outcomes

Analytics Portfolio Execution

• Manage the analytics backlog, continuously prioritizing work based on strategic value, feasibility and product needs

• Design and lead an intake and prioritization process, establishing transparent criteria through stakeholder collaboration and evolving the approach based on organizational needs

• Establish service level expectations and communications practices that keep stakeholders informed about request status, timelines and prioritization rationale

• Translate analytical insights into clear, executive ready reports, projections, and presentations

Team & Stakeholder Management

• Develop a high performing team, fostering technical excellence, continuous learning and collaborative culture

• Strengthen shared services partnerships while introducing operating models, processes, and standards that enable company-wide impact

• Navigate organizational complexity and competing priorities with diplomacy, finding win-win solutions where possible and making clear calls when necessary

• Translate technical concepts into business value propositions that resonate with executive and operational stakeholders

Use your skills to make an impact
 

Required Qualifications

• 10+ years of business intelligence experience, with 7+ years focused on IVR, digital IVA, conversational AI, or voice/chat automation

• 5 or more years of leadership experience

• Strong understanding of measurement strategies around:

  • IVR effectiveness

  • Digital chat and messaging experiences

  • AI/Agentic conversational experiences

  • Customer Engagement

• Proven success delivering insights around conversational experiences across voice and/or digital channels including identifying friction points and optimization opportunities

• Experience executing roadmaps using agile methodologies and human‑centered design

• Excellent communication skills with the ability to influence cross‑functional teams and present to senior leadership

Preferred Qualifications

• MBA or equivalent advanced degree

• Experience in healthcare or insurance industries

• Experience with modern conversational platforms
  (Customer Experience Agent Studio (CX Agent Studio)/ Google Customer Experience Insights (CX Insights) strongly preferred)

• Experience with reporting tools such as Power BI for creating data visualizations

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.

 

$156,600 - $215,400 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, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.

Application Deadline: 04-14-2026
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.

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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.