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Business Intelligence Lead – Digital VOC

Business Intelligence AnalystBusiness Intelligence AnalystOtherRemoteSeniorTeam 1,001-5,000H1B No SponsorCompany SiteLinkedIn

Location

United States

Posted

155 days ago

Salary

$117.6K - $161.7K / year

Seniority

Senior

Bachelor Degree8 yrs expExperience acceptedEnglishSQLTableau

Job Description

Business Intelligence Lead – Digital VOC

CenterWell Senior Primary Care

• Develop, execute, and continuously refine the comprehensive VoC Program strategy for Digital CW, ensuring alignment with enterprise customer experience objectives and business priorities. • Manage and cultivate the vendor relationship with Qualtrics, representing the interests of Digital CW and collaborating with the Humana Digital lead. • Partner with stakeholders across UX, Product, Business Intelligence, Operations, and other lines of business to strategize, design, and implement optimal VoC touchpoints—including expansion beyond digital channels—to capture actionable customer insights. • Champion the incorporation of VoC metrics into everyday business practices, fostering a pull-driven, self-service engagement model across the enterprise. • Analyze structured and unstructured data to identify trends, friction points, opportunities for improvement, and root causes impacting user experiences. • Synthesize and communicate insights through compelling storytelling to influence cross-functional teams and drive user-backed optimizations. • Stay current with industry trends, emerging tools, and best practices to enhance VoC program effectiveness and operational efficiency. • Serve as a thought leader, educating stakeholders and promoting a culture of data-driven decision-making.

Job Requirements

  • Bachelor's degree and 8 or more years of technical experience in data analysis OR Master's degree and 4 years of experience
  • 2 or more years of project leadership experience
  • Demonstrated experience leading VOC or customer experience programs in a digital environment
  • Strong vendor management skills, preferably with Qualtrics or similar platforms
  • Knowledge of current trends and tools in customer experience measurement and analytics
  • Advanced experience in analysis and synthesis of quantitative and qualitative data
  • Excellent communication, presentation, and storytelling skills to inform and influence senior and executive leadership
  • Experience aggregating data across multiple sources (e.g., primary research, secondary research, operational data)
  • Working knowledge of primary research techniques (e.g., basic survey design)
  • Advanced Degree in a quantitative discipline, such as Business, Marketing, Analytics, Mathematics, Statistics, Computer Science, or related field
  • Passion for contributing to an organization focused on continuously improving consumer experiences
  • Experience analyzing data to solve a wide variety of business problems and create data visualizations that drive strategic direction
  • Advanced experience working with big and complex data sets within large organizations
  • Proven ability to work with cross-functional teams and translate requirements between business, project management and technical projects or programs
  • Proficiency in understanding Healthcare related data
  • Experience creating analytics solutions for various healthcare sectors
  • Advanced in SQL, SAS and other data systems
  • Experience with tools such as Tableau and Qlik for creating data visualizations
  • Expertise in data mining, forecasting, simulation, and/or predictive modeling

Benefits

  • 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

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