Senior Voice Customer Professional

Position: Senior Voice of the Customer Professional
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* Who We Are

With relentless consumer-centricity, Humana's Experience Design team, within the Consumer Digital organization, strives to eliminate friction in today's healthcare ecosystem so consumers feel confident, respected, and heard in the decisions affecting their health.

As a Senior Voice of Customer Researcher, you will:

+ Work in a multi-disciplinary team to help Humana better understand how customers experience our products and services.

+ Use customer feedback, survey data, sentiment, behavioral signals, and experience KPIs to identify friction, unmet needs, emerging trends, and opportunities to improve the member experience.

+ Translate customer experience data into applicable insights and support end-to-end journey improvements.

+ Apply judgment, analytical rigor, and communication to influence outcomes, ensuring informed decision-making, and support consumer-centered improvement projects across the organization.

+ Provide daily work guidance and subject matter support to CX professionals to ensure delivery of insights and improvement activities.

Key Responsibilities

+ Support the execution of Voice of the Customer across Humana's properties, including feedback collection, survey design, sentiment measurement, and experience performance monitoring

+ Use tools such as Qualtrics and analytics platforms to collect, analyze, and interpret customer feedback across channels

+ Analyze structured and unstructured feedback to identify trends, themes, pain points, user needs, and opportunities for product improvement

+ Monitor experience KPIs such as NPS, CSAT, Customer Effort Score, Task Completion, sentiment, and customer behavior trends over time

+ Investigate recurring issues and root causes to understand what is driving friction and how those issues impact the customer experience

+ Translate findings into actionable insights and recommendations that inform product roadmaps, experience strategy, content improvements, and design decisions

+ Create reports, dashboards, and stakeholder-ready presentations that clearly communicate key themes, insights, recommendations, and business implications

+ Track the impact of implemented changes and help teams understand whether improvements are reducing friction, improving satisfaction, or supporting better task completion

+ Partner cross-functionally with Product, Research, Content, Design, Analytics, IT, and business stakeholders to align VOC insights with product strategy and execution

+ Socialize customer feedback and experience insights in a clear, compelling way that helps teams stay connected to member needs and experience performance

+ Support experience improvement projects focused on prioritized end-to-end customer journeys

This is a remote role reporting to the Director of Design Research.

** Use your skills to make an impact*
* ** Required Qualifications*
* + Bachelor's Degree in Business, Analytics, Marketing, Research, Customer Experience, User Experience, Data Science, Healthcare Administration, or a related field

+ 5+ years of related experience in voice of customer, customer experience, UX research, product research, insights, analytics, or a related role

+ Experience collecting, analyzing, and interpreting customer feedback across channels

+ Experience using Qualtrics or similar voice-of-customer, survey, or experience management platforms

+ Experience developing surveys, managing feedback programs, and measuring customer sentiment

+ Strong analytical skills with the ability to identify trends, themes, pain points, and opportunities from structured and unstructured data

+ Experience creating reports, dashboards, and executive-level presentations that summarize insights and recommendations

+ Experience translating complex data into concise, actionable recommendations for product, design, content, analytics, and business stakeholders

** Preferred Qualifications*
* + Experience analyzing open-text feedback using text analytics, sentiment analysis, or natural language processing tools

+ Familiarity with digital product development, product roadmaps, customer journey mapping, or experience design

+ Experience in healthcare, insurance, digital customer experience, or member/patient experience

** A portfolio or work samples that demonstrate:*
* + Experience using qualitative and quantitative methods to capture and analyze customer feedback, including surveys, sentiment analysis, behavioral analytics, and customer verbatim analysis

+ Ability to identify and summarize customer pain points, friction, emerging trends, and opportunities for experience improvement

+ Examples of translating customer feedback into actionable recommendations that informed product, content, design, or experience strategy

+ Examples of reporting, dashboards, or stakeholder presentations that made insights clear, usable, and decision-ready

+ Evidence of measurable impact, such as improvements in NPS, CSAT, effort score, task completion, engagement, or reduction in recurring…