Job Overview
Location
Remote Nationwide
Job Type
Full-time
Category
Data Science
Date Posted
July 17, 2026
Full Job Description
đź“‹ Description
- • As a Senior Voice of the Customer Professional, 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.
- • 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.
🎯 Requirements
- • 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.
🏖️ 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, paid parental and caregiver leave).
- • Short-term and long-term disability.
- • Life insurance.
Skills & Technologies
See exactly how your profile matches this role — strengths, skill gaps, and what to do about them.
About Humana Inc.
Humana Inc. is a for-profit health and well-being company headquartered in Louisville, Kentucky. Founded in 1961, it provides health insurance, Medicare Advantage plans, Medicaid services, pharmacy benefit management, and clinical care through primary care centers. Serving millions of members across the United States, Humana focuses on integrated care delivery, home health, and wellness programs aimed at improving health outcomes and reducing costs for individuals, employers, and government partners.
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