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Humana Senior Consumer Intelligence Professional in Vancouver, Washington


The Senior Consumer Intelligence Professional ensures optimized interaction between a company and members. The Senior Consumer Experience Professional work assignments involve moderately complex to complex issues where the analysis of situations or data requires an in-depth evaluation of variable factors to help provide insight to decision-makers.


The Senior Consumer Intelligence Professional may leverage voice of the customer, NPSt, root cause, telling the story, call listening, member experience design, elimination and recognition of friction points, identifying automation/optimization opportunities, empower others in the organization to speak up and voice opportunities to improve the member experience. Begins to influence department's strategy. Makes decisions on moderately complex to complex issues regarding technical approach for project components, and work is performed without direction. Exercises considerable latitude in determining objectives and approaches to assignments.

Primary Responsibilities:

  • Collect and review members' insight, analyze root cause of issue, and present key findings to create insightful actionable plans for enhancements

  • Ability to tell a concise story upon analysis of projects

  • Verify data and perform quality check prior to the implementation of project(s)

  • Help to design, develop and manage recurring dashboards and reports leveraging various tools including PowerBI data visualization software and IDEA tool

  • Monitor PCP change dashboard and present data at meetings with Consumer Experience team

  • Co-Lead meetings with cross-functional areas to communicate vision and goal, provide leadership updates, ideas for process improvements based off call drivers from Medicaid members and lead implementation strategy to achieve goals

  • Understand what technology can do and leverage those capabilities to generate ideas to enhance processes

Required Qualifications

  • Bachelor's degree or equivalent work experience

  • 5 or more years of consumer operations experience

  • 2 or more years of experience analyzing data (qualitative and quantitative) to solve a wide variety of business problems

  • Proven ability to work with cross-functional teams

  • Proficiency in all Microsoft Office Programs including Word, PowerPoint, Excel, and Access

  • Ability to interpret assignments and understand department strategy

  • Excellent time management skills

  • Experience making decisions and working independently with little supervision

  • Must be passionate about contributing to an organization focused on continuously improving consumer experiences

  • WAH requirements: Must have the ability to provide a high speed DSL or cable modem for a home office (Satellite and Wireless Internet service is NOT allowed for this role). A minimum standard speed for optimal performance of 10x1 (10mbs download x 1mbs upload) is required.

  • We will require full COVID vaccination ( for this job as we are a  healthcare company committed to putting health and safety first for our members, patients, associates and the communities we serve. If progressed to offer, you will be required to provide proof of full vaccination or documentation for a medical or religious exemption consideration where allowed by law.

Preferred Qualifications

  • Enrollment background

  • Experience with PowerBI and IDEA (Clarabridge) tools

Additional Information

As part of our hiring process, we will be using an exciting interviewing technology provided by Modern Hire, a third-party vendor. This technology provides our team of recruiters and hiring managers an enhanced method for decision-making.

If you are selected to move forward from your application prescreen, you will receive correspondence inviting you to participate in a pre-recorded Voice Interview and/or an SMS Text Messaging interview. If participating in a pre-recorded interview, you will respond to a set of interview questions via your phone. You should anticipate this interview to take approximately 10-15 minutes.

If participating in a SMS Text interview, you will be asked a series of questions to which you will be using your cell phone or computer to answer the questions provided. Expect this type of interview to last anywhere from 5-10 minutes. Your recorded interview(s) via text and/or pre-recorded voice will be reviewed and you will subsequently be informed if you will be moving forward to next round of interviews.

Scheduled Weekly Hours