Senior Associate NPS

Join Our Caring Community

Become a part of our caring community and help us put health first. 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) dataparticularly touchpoint-level and moment-of-truth experiencesinto 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 :

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 security number, if it is not already on file. When required, an email will be sent from Humana@myworkday.com with instructions on how to add the information into your official application on Humana's secure website.

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. $94,900 - $130,500 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.

Application Deadline

10-22-2025

About Us

Humana Inc. (NYSE : HUM) is committed to putting health first for our teammates, our customers and our company. Through our Humana insurance services and CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare, Medicaid, families, individuals, military service personnel, and communities at large.

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 accessibility resources page.