Senior Associate NPS

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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.

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 include :

• 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.

Required qualifications include :

This is a remote position with occasional travel to Humana's offices for training or meetings. The compensation range is $94,900 - $130,500 per year, and this job is eligible for a bonus incentive plan.

Humana, Inc. offers competitive benefits that support whole-person well-being, including medical, dental and vision benefits, 401(k) retirement savings plan, and more.