高级总监，净推荐值关系
Associate Director, Net Promoter Score relationship
成为我们关怀社区的一员
NPSr（净推荐值关系）副主管负责制定、执行和持续改进组织的NPSr计划。该职位推动企业围绕客户反馈、体验度量、洞察生成和行动规划达成一致，以提升满意度、忠诚度和业务表现。NPSr副主管与跨职能领导密切合作，将反馈转化为可衡量的运营和战略改进。
关键职责
- 领导NPSr策略、框架和运营模式的设计、执行和演进
- 监督NPSr及相关体验指标的收集、分析、解读和报告
- 将客户、会员、供应商或员工的反馈转化为可操作的洞察和建议
- 与运营、市场、产品、数字、服务和分析团队的业务负责人合作，推动改进计划
- 在各团队和业务部门建立NPSr绩效的治理、流程和问责机制
- 建立并维护仪表盘、报告频率和高管可用的演示文稿，以传达趋势、风险和机会
- 识别体验结果的根本原因，并推荐战略和运营措施
- 监控项目效果，确保方法、报告和跟进工作的持续改进
- 领导负责反馈计划、洞察开发和行动规划的团队
- 在整个组织中推广以客户为中心和数据驱动决策的文化
- 领导6名助理团队，包括塑造团队文化、辅导和发展
运用你的技能带来影响
所需资格
- 商业、市场、分析、消费者洞察、医疗管理或相关领域的学士学位
- 6年以上客户体验、洞察、战略、分析或相关职能的渐进式经验
- 3年以上管理团队和跨职能项目的领导经验
- 精通NPS、VoC、CX度量、问卷设计、洞察生成和绩效报告
- 有影响高层领导并推动企业变革的能力
- 强大的分析、沟通、演示和讲故事能力
- 有在不确定性中领导并建立可扩展流程的经验
查看英文原文
Become a part of our caring community
The Associate Director of Net Promoter Score relationship (NPSr) is responsible for leading the strategy, execution, and continuous improvement of the organization’s NPSr program. This role drives enterprise alignment around customer feedback, experience measurement, insight generation, and action planning to improve satisfaction, loyalty, and business performance. The Associate Director partners closely with cross-functional leaders to translate feedback into measurable operational and strategic improvements.Key Responsibilities
- Lead the design, execution, and evolution of the NPSr strategy, framework, and operating model.
- Oversee collection, analysis, interpretation, and reporting of NPSr and related experience metrics.
- Translate customer, member, provider, or associate feedback into actionable insights and recommendations.
- Partner with business leaders across operations, marketing, product, digital, service, and analytics teams to drive improvement initiatives.
- Establish governance, processes, and accountability for NPSr performance across teams and business segments.
- Build and maintain dashboards, reporting cadences, and executive-ready presentations that communicate trends, risks, and opportunities.
- Identify root causes behind experience outcomes and recommend strategic and operational actions.
- Monitor program effectiveness and ensure continuous improvement in methodology, reporting, and follow-through.
- Lead a team responsible for feedback programs, insight development, and action planning.
- Promote a culture of customer-centricity and data-driven decision-making across the organization.
- Lead a team of 6 associates including shaping team culture and coaching and development.
Use your skills to make an impact
Required Qualifications
- Bachelor’s degree in business, marketing, analytics, consumer insights, healthcare administration, or a related field.
- 6+ years of progressive experience in customer experience, insights, strategy, analytics or related functions.
- 3+ years of leadership experience managing teams and cross-functional initiatives.
- Strong experience with NPS, VoC, CX measurement, survey design, insights generation, and performance reporting.
- Demonstrated ability to influence senior leaders and drive enterprise change.
- Strong analytical, communication, presentation, and storytelling skills.
- Experience leading through ambiguity and building scalable processes.
Preferred Qualifications
- Master’s degree in business, public health, marketing, analytics, or a related field.
- Experience in healthcare, insurance, or other highly regulated industries.
- Familiarity with enterprise data, digital experience platforms, and feedback management tools.
- Experience integrating qualitative and quantitative insights into business strategy.
- Proven success driving measurable improvements in satisfaction, loyalty, retention, or brand perception.
Additional Information
- This position will require working on Eastern Standard Time (EST) Hours.
- This position may require up to 10% travel.
Work at Home Requirements: To ensure Home or Hybrid Home/Office employees’ ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria: At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested. In certain roles, the minimum recommended internet speed required by Humana may not be sufficient for business needs. Humana reserves the right to require associates to upgrade their internet service if necessary. Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.Scheduled Weekly Hours
40Pay 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.$150,000 - $206,300 per yearThis 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, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.Application Deadline: 09-20-2026
About us
About Humana: Humana Inc. (NYSE: HUM) is a leading U.S. healthcare company. Through our Humana insurance services and our 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 and Medicaid, families, individuals, military service personnel, and communities at large. Learn more about what we offer at Humana.com and at CenterWell.com.
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.
Originally posted on Himalayas