Business Intelligence Lead, Conversational Channels

Become a part of our caring community   The Business Intelligence Lead is a senior individual contributor role supporting Humana's Conversational Channels Product organization, including Interactive Voice Response (IVR), Intelligent Virtual Assistants (IVA), and emerging AI-powered member engagement experiences. This is not a traditional reporting role. The ideal candidate combines deep analytics expertise with product, project, and leadership capabilities, enabling them to operate as a strategic partner to Product, Engineering, Operations, and Business Intelligence leaders. The Business Intelligence Lead will serve as a key partner to the Director of Business Intelligence, helping drive analytics strategy, KPI governance, portfolio planning, delivery execution, and stakeholder alignment across a portfolio of conversational experiences. The role will also provide mentorship and technical leadership to a team of Business Intelligence Engineers, establishing best practices for reporting, analytics, measurement, data quality, and delivery excellence. Success in this role requires a balance of strategic thinking, technical expertise, Agile delivery experience, and cross-functional leadership. The ideal candidate is comfortable influencing decisions, navigating complex initiatives, translating business objectives into measurable outcomes, and helping both leaders and engineers succeed. This position plays a critical role in advancing Humana's Conversational Channels strategy, member experience goals, and data-driven decision making. Responsibilities As a Business Intelligence Lead, you will: • Serve as the primary analytics partner for Conversational Channel initiatives, including IVR, IVA, and AI-driven customer engagement programs. • Partner closely with Product Managers, Designers, Digital leaders, Operations, and external partners to define and measure business outcomes. • Support the Director of Business Intelligence in prioritization, stakeholder management, roadmap planning, and execution tracking across multiple initiatives. • Translate business objectives into measurable success criteria and analytics requirements before initiatives are launched. • Mentor and provide technical guidance to a team of Business Intelligence Engineers, helping elevate analytical capabilities, reporting standards, and development practices. • Drive the planning and execution of analytics work within Agile delivery frameworks, participating in sprint planning, backlog refinement, PI planning, and release activities. • Develop and maintain executive dashboards, scorecards, and operational reporting solutions using Power BI, and other visualization platforms. • Analyze conversational channel performance, including containment, authentication, intent recognition, self-service utilization, transfer behavior, abandonment patterns, and customer experience metrics. • Present insights and recommendations to senior leaders and executive stakeholders in a clear, concise, and compelling manner.   Required Qualifications • Bachelor's degree plus 7+ years of experience in Business Intelligence, Analytics, Data Engineering, Product Analytics OR Master's degree plus 4+ years of relevant experience. • Advanced SQL with 3+ years of experience with demonstrated ability to work across large-scale enterprise datasets. • 3+ years of Power BI experience. • 1 year of experience translating business requirements into analytics solutions and actionable insights. • 1 year of experience presenting data analytics to Senior Leadership. Preferred Qualifications • Advanced Degree in a quantitative discipline, such as Mathematics, Economics, Finance, Statistics, Computer Science, Engineering or related field • Advanced in SQL, DAX, and other data systems • Expe