Senior Voice of the Customer Professional

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Who We Are

With relentless consumer‑centricity, Humana’s Experience Design team, within the Consumer Digital organization, strives to eliminate friction in today’s healthcare ecosystem so consumers feel confident, respected, and heard in the decisions affecting their health.

As a Senior Voice of Customer Researcher, you will

• Work in a multi‑disciplinary team to help Humana better understand how customers experience our products and services.
• Use customer feedback, survey data, sentiment, behavioral signals, and experience KPIs to identify friction, unmet needs, emerging trends, and opportunities to improve the member experience.
• Translate customer experience data into applicable insights and support end‑to‑end journey improvements.
• Apply judgment, analytical rigor, and communication to influence outcomes, ensuring informed decision‑making, and support consumer‑centered improvement projects across the organization.
• Provide daily work guidance and subject matter support to CX professionals to ensure delivery of insights and improvement activities.

Key Responsibilities

• Support the execution of Voice of the Customer across Humana’s properties, including feedback collection, survey design, sentiment measurement, and experience performance monitoring.
• Use tools such as Qualtrics and analytics platforms to collect, analyze, and interpret customer feedback across channels.
• Analyze structured and unstructured feedback to identify trends, themes, pain points, user needs, and opportunities for product improvement.
• Monitor experience KPIs such as NPS, CSAT, Customer Effort Score, Task Completion, sentiment, and customer behavior trends over time.
• Investigate recurring issues and root causes to understand what is driving friction and how those issues impact the customer experience.
• Translate findings into actionable insights and recommendations that inform product roadmaps, experience strategy, content improvements, and design decisions.
• Create reports, dashboards, and stakeholder‑ready presentations that clearly communicate key themes, insights, recommendations, and business implications.
• Track the impact of implemented changes and help teams understand whether improvements are reducing friction, improving satisfaction, or supporting better task completion.
• Partner cross‑functionally with Product, Research, Content, Design, Analytics, IT, and business stakeholders to align VOC insights with product strategy and execution.
• Socialize customer feedback and experience insights in a clear, compelling way that helps teams stay connected to member needs and experience performance.
• Support experience improvement projects focused on prioritized end‑to‑end customer journeys.

This is a remote role reporting to the Director of Design Research.

• Use your skills to make an impact
• Required Qualifications
• Bachelor’s Degree in Business, Analytics, Marketing, Research, Customer Experience, User Experience, Data Science, Healthcare Administration, or a related field.
• 5+ years of related experience in voice of customer, customer experience, UX research, product research, insights, analytics, or a related role.
• Experience collecting, analyzing, and interpreting customer feedback across channels.
• Experience using Qualtrics or similar voice‑of‑customer, survey, or experience management platforms.
• Experience developing surveys, managing feedback programs, and measuring customer sentiment.
• Strong analytical skills with the ability to identify trends, themes, pain points, and opportunities from structured and unstructured data.
• Experience creating reports, dashboards, and executive‑level presentations that summarize insights and recommendations.
• Experience translating complex data into concise, actionable recommendations for product, design, content, analytics, and business stakeholders.
• Preferred Qualifications
• Experience analyzing open‑text feedback using text analytics, sentiment analysis, or natural language processing tools.
• Familiarity with digital product development, product roadmaps, customer journey mapping, or experience design.
• Experience in healthcare, insurance, digital customer experience, or member/patient experience.

A portfolio or work samples that demonstrate

• Experience using qualitative and quantitative methods to capture and analyze customer feedback, including surveys, sentiment analysis, behavioral analytics, and customer verbatim analysis.
• Ability to identify and summarize customer pain points, friction, emerging trends, and opportunities for experience improvement.
• Examples of translating customer feedback into actionable recommendations that informed product, content, design, or experience strategy.
• Examples of reporting, dashboards, or stakeholder presentations that made insights clear, usable, and decision‑ready.
• Evidence of measurable impact, such as improvements in NPS, CSAT, effort score, task completion, engagement, or reduction in recurring customer friction.
• Experience collaborating with cross‑functional teams such as Product, Research, Content, Design, Analytics, IT, and business partners.
• Work at Home Requirements

To ensure Home or Hybrid Home/Office employees’ ability to work effectively, the self‑provided internet service of Home or Hybrid Home/Office employees must meet the following criteria: At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested.

In certain roles, the minimum recommended internet speed required by Humana may not be sufficient for business needs.

Humana reserves the right to require associates to upgrade their internet service if necessary.

Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.

Travel

While this is a remote position, occasional travel to Humana’s offices for training or meetings may be required.

• Scheduled Weekly Hours
• Pay Range

The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting.

The pay range may be higher or lower depending on geographic location and individual pay will vary based on demonstrated job‑related skills, knowledge, experience, education, certifications, etc.

This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.

Description of Benefits

Humana, Inc. and its affiliated subsidiaries (collectively, “Humana”) offers competitive benefits that support whole‑person well‑being.

Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work.

Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, paid parental and caregiver leave), short‑term and long‑term disability, life insurance and many other opportunities.

Application Deadline: 07‑24‑2026

About us

About

Humana: Humana Inc. (NYSE: HUM) is a leading U.

S. healthcare company.

Through our Humana insurance services and our Center Well healthcare services, we make it easier for the millions of people we serve to achieve their best health – delivering the care and service they need, when they need it.

These efforts are leading to a better quality of life for people with Medicare and Medicaid, families, individuals, military service personnel, and communities at large.

Learn more about what we offer at Humana. com and at Center Well. com.

Equal Opportunity Employer

It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status.

It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with disability or protected veteran status, and to base all employment decisions only on valid job requirements.

This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.

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