Experience Inc. Jobs

Job Information

Centerwell Business Intelligence Lead in Toledo, Ohio


The Business Intelligence Lead solves complex business problems and issues using data from internal and external sources to provide insight to decision-makers. The Business Intelligence Lead works on problems of diverse scope and complexity ranging from moderate to substantial.


The Pharmacy Consumer Experience Optimization team uses CX data and insights to provide guidance, and support for Pharmacy contact centers, business process, product and channel owners. The Business Intelligence Lead may leverage various customer listening posts and metrics to tell the story, recognize and eliminate friction points, and identify automation/optimization opportunities to improve the member experience. The Business Intelligence Lead collects, analyzes, integrates and presents pharmacy consumer experience data to create insightful and actionable business information. The Business Intelligence Lead sets data strategy for consumer and service experience initiatives, ensuring appropriate business outcome measurement and storytelling occurs. Advises executives to develop functional strategies for pharmacy on matters of significance.


  • Collaborates with shared services teams, Humana segment data teams, and outside business partner(s) to represent Pharmacy needs for our NPSt, NPSr and IDEA Insight programs

  • Optimize and analyze data to uncover insights and create story driven visualization and reporting that is easily digestible for broader consumption.

  • Bring together various Cx metrics (NPSt, NPSr, Effort, Sentiment, OSAT, Complaints) to create one cohesive story

  • Baseline and measure progress toward recommended goals

  • Socialize results, tell a focused story to enable the leadership and project teams to understand the significance of the data

  • Tie results to customer, behavioral, financial, retention/growth and other key result data as appropriate

  • Act as data lead on Cx metrics and performance for Executive level updates and AIP goal setting activities; socialize recommendations/gain approval from Pharmacy Executive leadership

  • Works autonomously, trusted to make decision on complex issues, comfortable bringing forward data driven strategy to meet key results

  • Successfully communicate (verbal, written, presentations) with Executive level leadership

Required Qualifications

  • Bachelor's degree or equivalent work experience

  • 7 or more years of technical experience in data analysis and/or business intelligence

  • 2 or more years of project leadership experience

  • SAS, SQL, PowerBI and/or Tableau experience

  • Advanced Excel experience (graphing, calculations, and automation to process large quantities of data)

  • 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

  • Strong problem solving and troubleshooting skills, especially around data acquisition, transforming data into information, and delivering information effectively

  • Ability to interview business owners to define the need/problem/desire of a request and understand how best to fill the request to drive value

  • Ability to see trends and provide advice regarding root cause(s) of any trend (positive and negative)

  • High collaboration and consensus building skills (assuring that reports align with stated operational goals and/or strategy initiatives)

  • Proficiency in understanding Healthcare related data

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

  • Travel 2 to 4 times a year

Desired Qualifications

  • Consumer experience

  • Proficiency in understanding pharmacy related data

  • Advanced Degree in a quantitative discipline, such as Mathematics, Economics, Finance, Statistics, Computer Science, Engineering or related field

  • Advanced in SQL, SAS and other data systems

  • Expertise in data mining, forecasting, simulation, and/or predictive modeling

  • Experience creating analytics solutions for various healthcare sectors

Additional Information

For this job, associates are required to be fully COVID vaccinated or undergo weekly COVID testing and wear a face covering while at work. The weekly testing will need to be done through an approved Humana vendor, and unvaccinated associates should follow all social distancing and masking protocols if they are required to come into a Humana facility or work outside of their home. We are a healthcare company committed to putting health and safety first for our members, patients, associates, and the communities we serve.

If progressed to offer, you will be required to:

  • Provide proof of full vaccination OR

  • Commit to weekly testing, following all CDC protocols, OR

  • Provide documentation for a medical or religious exemption consideration.

This policy will not supersede state or local laws. Requests for these exemptions should be submitted at least 2 weeks prior to your scheduled first day of work. ​​​​​​​


Scheduled Weekly Hours


Centerwell, a wholly owned subsidiary of Humana, complies with all applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sex, sexual orientation, gender identity or religion. We also provide free language interpreter services. See our full accessibility rights information and language options https://www.partnersinprimarycare.com/accessibility-resources