Lead Customer Engagement Analyst

San Antonio, Texas, United States

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Not SpecifiedCompensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Health Insurance, HealthcareIndustries

Requirements

Candidates must possess a Bachelor's degree and at least 3 years of experience in marketing or business analytics, along with 2 years of consulting experience. Strong analytical, communication, organizational, and problem-solving skills are essential for sound decision-making and articulating strategic priorities. Demonstrated success in translating insights into business and customer impact, strong financial and business acumen, high self-initiative, commitment, follow-through, excellent interpersonal and negotiation skills, and the ability to work effectively across all organizational levels are also required. A Master's degree is preferred.

Responsibilities

The Lead Customer Engagement Analyst will improve the prioritization, efficiency, and impact of member-facing communications across marketing, operational, and regulatory channels. Key responsibilities include assessing business cases for new campaigns, de-averaging data to identify opportunities, monitoring campaign performance, challenging strategies lacking business or customer value, developing recommendations for campaign scaling or wind-down, identifying broader insights from portfolio performance, and presenting analysis to senior audiences. The role involves driving the adoption of analytical insights, establishing customer and business impact-focused prioritization, and identifying opportunities to enhance member and business outcomes while minimizing friction.

Skills

Digital Marketing Analysis

Customer Engagement

Data Analysis

Campaign Performance Monitoring

Stakeholder Influence

Cross-functional Collaboration

Business Case Assessment

Segmentation

A/B Testing

Customer Relationship Management

Retention Strategies

Marketing Analytics

Humana

Health insurance provider for seniors and military

About Humana

Humana provides health and well-being services, focusing on Medicare Advantage plans for seniors, military personnel, and communities. Their plans include HMO, PPO, and PFFS options, designed to improve health outcomes through comprehensive and flexible coverage. Humana's revenue comes from government contracts and member premiums, and they aim to maintain high renewal rates by offering quality service and competitive benefits. The company stands out by fostering a culture of inclusivity and belonging among its employees, while also ensuring accessibility for all members, including offering free language interpreter services. Humana's goal is to deliver value to its members through an extensive provider network and innovative health solutions.

Louisville, KentuckyHeadquarters

1961Year Founded

IPOCompany Stage

Social Impact, HealthcareIndustries

10,001+Employees

Risks

Potential over-reliance on AI could disrupt operations if systems fail or are compromised.

Rising medical costs and tightening Medicare reimbursements may strain financial performance.

Leadership change with new CEO Jim Rechtin could lead to strategic disruptions.

Differentiation

Humana is a leader in Medicare Advantage plans, focusing on seniors and military personnel.

The company emphasizes inclusivity, offering free language interpreter services for accessibility.

Humana leverages AI and cloud technologies through a partnership with Google Cloud.

Upsides

Humana's investment in Healthpilot enhances digital enrollment for Medicare options.

The company is the first insurer to cover TMS therapy for adolescent depression.

Humana's focus on value-based care aims to improve outcomes for kidney disease patients.

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