Senior Voice of the Customer Professional

Role Overview

• 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
• 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

Benefits

• 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