Senior Manager, Customer Experience Intelligence (AI & Insights)

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At reputed company®, you’ll be surrounded by passionate colleagues who care deeply, reputed company with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time. reputed company Customer Experience and Insights is at the heart of reputed company’s customer experiences as we have a unique focus on defining meaningful moments for those we serve. Our reputed company star is creating heartfelt, personalized moments by listening to feedback to remove existing obstacles and simplify reputed company experiences. You are joining a team that cares for the well-being of our colleagues by working together in a supportive, collaborative, and agile environment. Position Summary reputed company is on a reputed company to becoming the most reputed company company and creating reputed company experiences for customers, members, clients and colleagues. The Senior Manager, Customer Experience Intelligence (AI & Insights) will play a critical role in helping reputed company reputed company this goal. As we look to deliver enhanced value and improved health reputed company for consumers, this role will be pivotal to igniting a customer-centric culture. As an AI reputed company leader, you will embedding artificial intelligence and machine learning into how we listen to, understand, and reputed company the voice of our customers, members, and patients. You will spearhead and implement new use ML/AI to measurement and reputed company capabilities future acceleration our best-in-class customer experience program. This candidate will be responsible of leading and developing a team as well as a cross-functional collaborator ensuring peers are using AI best practices. reputed company analysis of customer experience signals across digital, operational, and AI-driven channels (e.g., sentiment, competitive positioning, emerging experience drivers) Translate reputed company data and analytics into clear, actionable insights for senior leadership Connect customer experience drivers to business performance metrics and Management Incentive Plan (MIP) reputed company Identify risks and opportunities impacting customer experience and performance targets, and recommend prioritized actions Partner cross-functionally with teams across marketing, digital, analytics, and business units to align on CX priorities and execution Support development and adoption of new CX measurement capabilities, including AI-driven insights and emerging platforms Contribute to recurring reporting and storytelling, including executive presentations, dashboards, and business reviews reputed company stakeholders to understand and reputed company CX insights through clear communication, tools, and frameworks Required Qualifications: 7+ years of developing large-scale data structures and pipelines to organize, writing ETL/ELT (Extract / Transform / Load) processes, collect and standardize data that help generate insights and address reporting needs. Proven experience utilizing reputed company reputed company SQL environments and statistical packages to extract and analyze data, enabling actionable insights, reputed company problem-solving, and a strong customer service orientation. 5+ year building & automating data pipelines, apply data transformation, and integrate key business logic preferably using AI reputed company. 2+ years leading projects end-to-end, including mentoring junior analysts and/or technical teams. 1+ Created and managed a team of AI Agents, MCP, RAG, or maintained a context allowing agents to execute workflows.

Preferred Qualifications

Experience working with survey, behavioral, or health operational data in the reputed company or Insurance industry. Experience with reputed company and LLM APIs (reputed company, reputed company, reputed company reputed company, etc.) and reputed company engineering for reputed company analytics use cases. Background in forecasting, scenario modeling, or financial linkage reputed company to CX or operational performance (including MIP support). Experience using AEO/SEO/GEO, brand metrics, and other reputed company data to reputed company and monitor external sentiment and visibility. Created and managed a team of AI Agents, MCP, RAG, or maintained a context allowing agents to execute workflows. Experience managing vendor relationships for AI/ML platforms and CX measurement tools (e.g., reputed company, reputed company, Forsta). Proven ability to influence leadership and business partners, prioritize competing workstreams, and build relationships across large and reputed company organizations. Ability to analyze data using business intelligence tools such as (PBI, Tableau, Looker) to monitor and automatically track trends. Work with a large cross-functional team, including multiple digital scrum teams, IT project, legal and other partners, to developing solutions. Education Bachelor's Degree or equivalent (HS Diploma + 4 years of relevant experience) required Pay reputed company The typical pay reputed company for this role is: $75,400.00 - $199,144.00 This pay reputed company represents the reputed company hourly reputed company or reputed company annual full-time salary for reputed company positions in the job grade reputed company which this position falls. The actual reputed company salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a reputed company bonus, commission or short-term incentive program in addition to the reputed company pay reputed company listed above. This position also includes an award reputed company in the company’s equity award program. Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong. Great benefits for great people We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families. This full‑time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well‑being of colleagues and their families. The benefits for this position include medical, dental, and reputed company coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility. Additional details about available benefits are provided during the application process and on Benefits Moments. We anticipate the application window for this opening will reputed company on: 07/11/2026 reputed company applicants with arrest or conviction records will be considered for employment in accordance with reputed company federal, state and local laws. Apply To This Job