Business Intelligence Lead, Conversational Channels

The Business Intelligence Lead is a senior individual contributor role supporting Humana's Conversational Channels Product organization, including Interactive Voice Response (IVR), Intelligent Virtual Assistants (IVA), and emerging AI-powered member engagement experiences. This is not a traditional reporting role. The ideal candidate combines deep analytics expertise with product, project, and leadership capabilities, enabling them to operate as a strategic partner to Product, Engineering, Operations, and Business Intelligence leaders.

The Business Intelligence Lead will serve as a key partner to the Director of Business Intelligence, helping drive analytics strategy, KPI governance, portfolio planning, delivery execution, and stakeholder alignment across a portfolio of conversational experiences. The role will also provide mentorship and technical leadership to a team of Business Intelligence Engineers, establishing best practices for reporting, analytics, measurement, data quality, and delivery excellence.

Success in this role requires a balance of strategic thinking, technical expertise, Agile delivery experience, and cross-functional leadership. The ideal candidate is comfortable influencing decisions, navigating complex initiatives, translating business objectives into measurable outcomes, and helping both leaders and engineers succeed. This position plays a critical role in advancing Humana's Conversational Channels strategy, member experience goals, and data-driven decision making.

As a Business Intelligence Lead, you will:

• 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.

• Bachelor's degree plus 7+ years of experience in Business Intelligence, Analytics, Data Engineering, Product Analytics OR Master's degree plus 4+ years of relevant experience.

• Advanced SQL with 3+ years of experience with demonstrated ability to work across large-scale enterprise datasets.

• 3+ years of Power BI experience.

• 1 year of experience translating business requirements into analytics solutions and actionable insights.

• 1 year of experience presenting data analytics to Senior Leadership.

• Advanced Degree in a quantitative discipline, such as Mathematics, Economics, Finance, Statistics, Computer Science, Engineering or related field

• Advanced in SQL, DAX, and other data systems

• Experience supporting IVR, IVA, Conversational AI, Contact Center, Digital Customer Experience, or Customer Engagement platforms.

• Prior experience serving as a team lead, technical lead, project lead, or product owner.

• Experience defining and governing enterprise KPIs and measurement frameworks.

• Experience working with cloud data platforms such as Google Big Query and Databricks.

• Familiarity with conversational analytics, speech analytics, journey analysis, or customer experience measurement.

• Experience working with Google CCAI, Nuance, Genesys, or other conversational technology platforms.

• Healthcare, payer, pharmacy, or consumer health experience.

• Basic to intermediate Python experience for analytics automation and data validation.

• Strong understanding of Agile methodologies,…