Director of Business Intelligence – IVR, Digital IVA, Conversational AI
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Job Description
Director of Business Intelligence focusing on IVR, Digital IVA, and Conversational AI at Humana. Guiding strategic decisions and delivering actionable insights for transformative customer engagement initiatives.
Responsibilities:
- Partner closely with Product, Design, and Engineering teams to implement a web analytics strategy to measure experience effectiveness and outcomes
- Define KPIs and success metrics for analytics initiatives and track realized operational and financial value
- Collaborate across disciplines and domains to build alignment around outcomes
- Manage the analytics backlog, continuously prioritizing work based on strategic value, feasibility and product needs
- Design and lead an intake and prioritization process, establishing transparent criteria through stakeholder collaboration and evolving the approach based on organizational needs
- Establish service level expectations and communications practices that keep stakeholders informed about request status, timelines and prioritization rationale
- Translate analytical insights into clear, executive ready reports, projections, and presentations
- Develop a high performing team, fostering technical excellence, continuous learning and collaborative culture
- Strengthen shared services partnerships while introducing operating models, processes, and standards that enable company-wide impact
- Navigate organizational complexity and competing priorities with diplomacy, finding win-win solutions where possible and making clear calls when necessary
- Translate technical concepts into business value propositions that resonate with executive and operational stakeholders
Requirements:
- 10+ years of business intelligence experience, with 7+ years focused on IVR, digital IVA, conversational AI, or voice/chat automation
- 5 or more years of leadership experience
- Strong understanding of measurement strategies around: IVR effectiveness, Digital chat and messaging experiences, AI/Agentic conversational experiences, Customer Engagement
- Proven success delivering insights around conversational experiences across voice and/or digital channels including identifying friction points and optimization opportunities
- Experience executing roadmaps using agile methodologies and human‑centered design
- Excellent communication skills with the ability to influence cross‑functional teams and present to senior leadership
Benefits:
- medical, dental and vision benefits
- 401(k) retirement savings plan
- time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave)
- short-term and long-term disability
- life insurance and many other opportunities
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