Become a part of our caring community and help us put health first
 

Become a part of our caring community

As a Senior Associate, NPS, you’ll support Humana’s efforts to measure and improve member satisfaction through Net Promoter Score (NPS) programs. Your work will help identify opportunities to enhance the member experience and drive loyalty.

Position Summary·

• The Senior Professional, Net Promoter Insights is responsible for translating Net Promoter Score (NPS) data—particularly touchpoint-level and moment-of-truth experiences—into actionable, high-impact insights that drive strategic decisions. This role combines advanced analytical skills, storytelling, and stakeholder engagement to influence senior leadership and improve customer experiences.
• · Reporting directly to the Director, the Senior Professional will work in close partnership with the NPSr Lead, forming a collaborative, well-functioning team to execute a fully operational Net Promoter System for the assigned audience(s). The NPSr Lead will identify key touchpoints and moments of truth; the Senior Professional will shape and conduct analyses independently or in collaboration, develop compelling storylines, and deliver high-quality visualizations and presentations to senior leaders.

Key Responsibilities

• Conduct and shape advanced NPS analyses at the touchpoint and moment-of-truth levels, independently or in partnership with others.
• Translate complex data into concise, compelling insights that highlight opportunities for action.
• Develop high-impact storylines supported by strong visualizations, ensuring clarity and relevance for senior leadership audiences.
• Present insights effectively to leaders, fostering understanding and action.
• Partner closely with the NPSr Lead to ensure seamless integration of analyses, insights, and system execution.
• Maintain a collaborative relationship with the NPSr Lead to drive a fully functioning Net Promoter System.
• Ensure all deliverables are timely, accurate, and aligned to the strategic priorities of the assigned audience(s).
• Continuously identify opportunities to enhance the value, clarity, and impact of NPS insights delivered to the business.

Use your skills to make an impact
 

Required Qualifications

• Bachelor’s degree in business, analytics, marketing, or related field; advanced degree preferred.
• 4+ years of experience in analytics, customer experience, or a related insights function.
• Proven experience with Net Promoter Score (NPS) methodologies, particularly touchpoint-level or transactional NPS (NPSt).
• Strong data visualization and storytelling skills; proficiency in tools such as Tableau, Power BI, or similar.
• Strong presentation skills, comfortable leading dialogues with executives.

Work at Home Information

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; wireless, wired cable or DSL connection is suggested

• Satellite, cellular and microwave connection can be used only if approved by leadership

• 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.

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

Virtual Pre-Screen

• As part of our hiring process for this opportunity, we are using an interviewing technology called HireVue to enhance our hiring and decision-making ability. HireVue allows us to quickly connect and gain valuable information from you pertaining to your relevant skills and experience at a time that is best for your schedule.

• If you are selected to move forward in the process, you will receive a text message inviting you to participate in a HireVue prescreen.  In this prescreen, you will receive a set of questions via text and given the opportunity to respond to each question. You should anticipate this prescreen taking about 15 minutes. Your responses will be reviewed and if selected to move forward, you will be contacted with additional details involving the next step in the process.

• Alert:  Humana values personal identity protection.  Please be aware that applicants selected for leader review may be asked to provide their social secur