Role Description The Research Consulting Lead – Experience Strategy & Insights plays a critical role on the CenterWell Customer Experience (CWCX) team. You will transform customer signals into clear insights, priorities, and decision confidence for business leaders. - Partner with Journey Transformation, VOC Insights, Analytics, Digital Products, and Business Units. - Define insight strategies, design and implement research, integrate multiple data sources, and connect experience insights to outcomes. - Operate as a strategic consultant, ensuring research and measurement efforts directly inform prioritization, investment decisions, and experience improvement roadmaps across CenterWell. - Report to the Director, Strategy Advancement. Qualifications - Bachelor's degree in social science, psychology, anthropology, human factors, market research, business, or related field. - 8+ years of experience in experience strategy, research consulting, customer insights, CX analytics, or human-centered research. - Qualitative and quantitative research design and synthesis skills. - Competence to translate research into strategic insight and executive-ready recommendations. - Experience linking customer experience insights to outcomes and metrics. - Influence across teams. - Facilitation and storytelling skills. - Working knowledge of CX measurement approaches (e.g., NPS, CSAT, or journey-level metrics). Requirements - Define and lead experience insight strategies with care for CenterWell, LOB, and enterprise priorities. - Improve CX insight experience by integrating VOC, research, operational data, and analytics into a cohesive understanding of customer experience. - Ensure insights are decision-ready, prioritized, and tied to articulated business questions and outcomes. - Shape strategic plans to improve organizational insights capability across developing, foundational, and advanced levels. - Lead qualitative and quantitative research to answer business and experience questions. - Validate hypotheses coming from VOC trends, journey analytics, and partner assumptions. - Partner with VOC Insights & Analytics teams to size impact, identify drivers, and connect experience insights to business measurements. - Ensure methodological thoughtfulness, insight quality, and practical applicability of research outputs. - Define, socialize, and maintain experience measurement frameworks that connect customer outcomes to operational and financial performance. - Translate complex insight into clear narratives, possible effects, and recommendations tailored to executive and partner needs. - Support prioritization decisions by clarifying trade-offs, risks of inaction, and potential value creation. - Identify systemic experience issues and new opportunities across journeys, channels, and assets. - Partner with teams (within CWCX and across BUs) to assess desirability, viability, and feasibility when evaluating experience opportunities. - Support development of prioritized CX portfolios and roadmaps with care for business strategy. - Ensure experience insights inform where we invest, sequences work, or deprioritizes efforts. - Be a trusted strategic advisor to business, product, digital, clinical, and operations leaders. - Facilitate structured discussions and working sessions to agree on problem definition, decision clarity, and success criteria. - Collaborate with partners by providing insight, prioritization guidance, and measurement plans that inform downstream design and implementation. - Improve the voice of the customer in enterprise decision-making through compelling storytelling and evidence. Benefits - Competitive benefits that support whole-person well-being. - 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. Company Description 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.