Consumer Experience Professional Market Research

Profile

Description

Humana's Marketing Organization is seeking a Consumer Experience Professional to join the Market Research Loyalty & Advocacy Insights team. This enterprise team focuses on data analysis and generating insights from numerous Net Promoter/Consumer Experience programs. This team also packages its insights into compelling, easy to understand storylines with strong visualizations to help the business make data driven decisions.

Responsibilities

As a Consumer Experience Professional, you will primarily work in supporting workstreams affiliated with our Medicare Advantage business. These workstreams include but are not limited to sample management, survey design, data collection, analysis and storytelling. In this role, you will manage monthly processes and cross-functionally collaborate with the retail product, marketing and journey teams. This role helps represents feedback from millions of members' to help inform and shape Humana's relationship with them.

Key Role Functions

Analyze customer feedback to identify emerging trends and issues and perform deep dive analyses to identify areas of strength and opportunity in the customer experience

Consolidate customer feedback data together with other transactional, operational, and/or behavioral data to paint a clear picture of experience drivers

Develop clear, comprehensive stories and provide actionable insights

Required Qualifications

Bachelor's Degree in Marketing, Marketing Research, Consumer Experience, Analytics, Communications, or Business related field

Understanding of and experience with a variety of VoC and/or market research related methodologies

2 years of experience in data analytics, including experience in customer feedback or survey analytics, statistical analysis, or similar quantitative fields

Proficiency in a programming or statistical software such as SAS, R and/or Python

Familiarity with Power BI for dashboarding

Market Research experience

Project Management experience

Meticulous attention to detail regarding data validation

Experience communicating insights to stakeholders at all levels of the organization

Strong PowerPoint skills, including report creation and data visualization

Strong Excel skills, including pivot tables, standard formulas (vlookups and other basic formulas), use of slicers and linking to external data sources

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

Preferred Qualifications

Master's degree or other graduate degree

Experience in the health insurance industry

Additional Requirements

Work-At-Home Requirements

All Humana associates approved for the Home or Hybrid Home/Office work styles are required to self-provide wireless, wired cable or DSL access to the internet at the connectivity speeds required by the company to successfully perform their job with the exception of associates who live or work from home in the state of California, Illinois, Montana, or South Dakota. Connectivity requirements are detailed below.

Connectivity - Requirement Details

To ensure Home or Hybrid Home/Office associates' ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office associates must meet the following criteria:

At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is recommended to support Humana applications, per associate.

Wireless, Wired Cable or DSL connection is suggested.

Satellite, cellular and microwave connection can be used only if they provide an optimal connection for associates. The use of these methods must be approved by leadership. (See Wireless, Wired Cable or DSL Connection in Exceptions, Section 7.0 in this policy.)

Humana will not pay for or reimburse Home or Hybrid Home/Office associates for any portion of the cost of their self-provided internet service, with the exception of associates who live or work from Home in the state of California, Illinois, Montana, or South Dakota. Associates who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense.

Humana will provide Home or Hybrid Home/Office associates with telephone equipment appropriate to meet the business requirements for their position/job.

Scheduled Weekly Hours

40

Humana complies with all applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sex, sexual orientation, gender identity or religion. We also provide free language interpreter services. See our https://www.humana.com/legal/accessibility-resources?source=Humana_Website.

Company info

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