Research Consulting Lead - Experience Strategy & Insights

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The Research Consulting Lead – Experience Strategy & Insights plays a critical role on the CenterWell Customer Experience (CWCX) team. You will transform customer signals into clear insights, priorities, and decision confidence for business leaders.

You will partner with Journey Transformation, VOC Insights, Analytics, Digital Products, and Business Units. You will define insight strategies, design and implement research, integrate multiple data sources, and connect experience insights to outcomes. You will operate as a strategic consultant, ensuring research and measurement efforts directly inform prioritization, investment decisions, and experience improvement roadmaps across CenterWell. You will report to the Director, Strategy Advancement.

Insight Strategy & Maturity

• Define and lead experience insight strategies with care for CenterWell, LOB, and enterprise priorities.
• Improve CX insight experience by integrating VOC, research, operational data, and analytics into a cohesive understanding of customer experience.
• Ensure insights are decision-ready, prioritized, and tied to articulated business questions and outcomes.
• Shape strategic plans to improve organizational insights capability across developing, foundational, and advanced levels.

Research & Validation

• Lead qualitative and quantitative research to answer business and experience questions.
• Validate hypotheses coming from VOC trends, journey analytics, and partner assumptions.
• Partner with VOC Insights & Analytics teams to size impact, identify drivers, and connect experience insights to business measurements.
• Ensure methodological thoughtfulness, insight quality, and practical applicability of research outputs.

Measurement Frameworks & Decision Enablement

• Define, socialize, and maintain experience measurement frameworks that connect customer outcomes to operational and financial performance.
• Translate complex insight into clear narratives, possible effects, and recommendations tailored to executive and partner needs.
• Support prioritization decisions by clarifying trade-offs, risks of inaction, and potential value creation.
• Ensure confidence in decisions by identifying evidence gaps and recommending the right level of insight investment.

Opportunity Identification & Prioritization

• Identify systemic experience issues and new opportunities across journeys, channels, and assets.
• Partner with teams (within CWCX and across BUs) to assess desirability, viability, and feasibility when evaluating experience opportunities.
• Support development of prioritized CX portfolios and roadmaps with care for business strategy.
• Ensure experience insights inform where we invest, sequences work, or deprioritizes efforts.

Stakeholder Partnership & Influence

• Be a trusted strategic advisor to business, product, digital, clinical, and operations leaders.
• Facilitate structured discussions and working sessions to agree on problem definition, decision clarity, and success criteria.
• Collaborate with partners by providing insight, prioritization guidance, and measurement plans that inform downstream design and implementation.
• Improve the voice of the customer in enterprise decision-making through compelling storytelling and evidence.

Use your skills to make an impact

Required Qualifications

• Bachelor's degree in social science, psychology, anthropology, human factors, market research, business, or related field.
• 8+ years of experience in experience strategy, research consulting, customer insights, CX analytics, or human-centered research.
• Qualitative and quantitative research design and synthesis skills.
• Competence to translate research into strategic insight and executive-ready recommendations.
• Experience linking customer experience insights to outcomes and metrics.
• Influence across teams.
• Facilitation and storytelling skills.
• Working knowledge of CX measurement approaches (e.g., NPS, CSAT, or journey-level metrics).

Preferred Qualifications

• Master's degree in business, social science, market research, healthcare, public health, or related field.
• Experience in healthcare, payer, provider, pharmacy, or regulated service environments.
• Familiarity with VOC ecosystems, insight governance models, and CX frameworks.
• Experience supporting enterprise or portfolio-level prioritization.

Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.

Scheduled Weekly Hours

40

Pay Range

The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.

$104,000 - $143,000 per year

This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.

Description of Benefits

Humana, Inc. and its affiliated subsidiaries (collectively, “Humana”) offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.

Equal Opportunity Employer

It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status. It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.

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