Director CX Insights and Analytics

Profile

Description

The Director, CX Insights and Analytics is a proven data-driven leader who is passionate about customer experience, has experience in developing experience measurement strategies, designing measures and leading the implementation of analytical tools, and has experience measuring member success along the journey. This leader will be responsible for developing a customer experience measures approach that helps Humana achieve its goal of reimagining healthcare and being more than health insurance by caring for and about people.

Responsibilities

Work with Journey Leaders, customer experience team, and other platforms to determine areas in need of feedback

Build and lead a CX analytics and insights team focused on understanding the key drivers and indicators of customer effort, experience (NPSr/NPSt), retention and journey across channels

Measure the impact of our Customer Experience Initiatives: Define key metrics for customer experience, establish baselines, recommend goals, and measure the progress towards those goals drive by key initiatives.

Work with cross-functional teams to drive focus on leading measures that impact customer effort, customer satisfaction, churn and loyalty.

Utilize data from customer insights, KPIs and industry analysis to make data-based recommendations on initiatives to improve the customer experience.

Work across operations teams, interaction channels and journey teams to address customer experience challenges and opportunities

Partner with CX strategy team to create and visualize customer personae and map journeys throughout the lifecycle, assessing the current state experience, capturing touchpoints and highlighting areas of friction.

Sponsor capital and operational projects to ensure progress against commitments

Oversee natural language processing analytics vendor technology platform, program design and analytics

Partner with consumer insights team to understand and establish links between perception metrics and leading operational/experience measures

Lead quarterly customer insights reviews

Act as a primary point of internal contact for VOC initiatives and customer experience analytics for Customer Centric-Operating model

Required Qualifications

Bachelor's degree; Advanced degree preferred

Certified Customer Experience Professional (CCXP) strongly desired

Requires 5 years combined experience in customer research and analytics techniques, customer strategy, process improvement and performance management

Demonstrated proficiency facilitating large group sessions

Tech-savvy in evolving technologies

Proven success working in a matrixed environment

Scheduled Weekly Hours

40

Company info

Humana Inc.
Website : http://www.humana.com