Business Intelligence Lead

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This position is created specifically to assist with Humana’s efforts to secure and, if awarded, transition into a new business opportunity. Please note that continued employment in this role is expressly contingent upon Humana’s receipt of the business opportunity and a satisfactory transition into the work. In the event Humana does not pursue the opportunity or determines that a timely and satisfactory transition cannot be achieved, employment may be subject to termination.

The Business Intelligence Lead is responsible for leading data and analytics efforts in support of the VA Contact Center, with a focus on transforming data from CRM, telephony, quality management, workforce management, and related operational systems into actionable business intelligence. This role oversees the tools, technologies, applications, and practices used to collect, integrate, analyze, interpret, and present data to drive informed decision-making, improve operational performance, and support strategic outcomes across the contact center environment.

This position partners closely with VA Contact Center leadership, Enrollment leadership, Operations, and IT to identify trends, risks, opportunities, and performance improvement actions based on data analysis. The Business Intelligence Lead is expected to provide insight into key contact center performance drivers such as call volume, average speed of answer, service level, abandonment, first contact resolution, quality, productivity, member experience, and other operational and outcome-based measures. This role synthesizes large and complex data sets into clear recommendations and delivers analysis that enables leadership to make timely, data-driven decisions on matters of significance.

The Business Intelligence Lead also collaborates with business and technical partners to identify, evaluate, and advance AI, automation, and robotic process automation (RPA) opportunities that improve contact center efficiency, effectiveness, and user experience. This includes supporting initiatives from opportunity assessment and business case development through implementation, adoption, and post-deployment benefit validation.

In addition, this role serves as a strategic advisor to operational leadership by developing and informing contact center functional strategies that align with broader enterprise objectives. The individual uses advanced analytical methods, business acumen, and operational knowledge to assess variable factors, identify root causes, forecast impacts, and recommend the best course of action. The role frequently advises leadership on high-impact issues where data analysis is essential to decision-making, including workforce planning, service performance, process improvement, technology optimization, and operational readiness.

The Business Intelligence Lead exercises independent judgment and decision-making on complex assignments and works under minimal supervision. This role is expected to lead through influence, communicate findings effectively to technical and non-technical audiences, and ensure that decisions are grounded in accurate, meaningful, and actionable data.

Our Government Contract Requires US Citizenship for this Position

KEY ACCOUNTABILITIES

50% Drives systems integration projects with our internal customers and subcontractors to drive efficiencies including documentation of technical requirements in collaborations with IT counterparts for systems integrations, enhancements, transitions, etc. Delivers insight based on integration for broad consumption. Tracks end-to-end progress and presents findings.

25% Serves as data steward for customer service including defining and validating data feeds to/from various customer service applications, including ongoing monitoring to ensure there are no data quality gaps or issues.

15% Performs Ad Hoc data queries to support business operations

10% Responsible for development and maintenance of contact center reporting, including government required reports

Use your skills to make an impact

Required Qualifications

• Bachelor's degree and 8 or more years of technical experience in data analysis OR Master's degree and 4 years of experience

• 5 or more years of technical experience in data analysis

• Advanced experience working with big and complex data sets within large organizations

• Experience analyzing data to solve a wide variety of business problems and create data visualizations that drive strategic direction

• Proven ability to work with cross-functional teams and translate requirements between business, project management and technical projects or programs

• Proficiency in understanding Healthcare related data

• Proficiency in verbal/written communication to senior and executive leadership

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

Preferred Qualifications

• Advanced Degree in a…