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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,