Nikki Woodcox

Led a team of 12 business intelligence professionals to deliver strategic insights and data-driven solutions for key portfolios, including Plan Experience, Acquisition, and Population Health, resulting in improved consumer experiences and measurable business outcomes. Realigned BI resources to enhance collaboration with digital product and engineering teams, implemented proactive analytics frameworks to accelerate feature-level insights, and developed an omnichannel measurement strategy to evaluate digital impact on the consumer journey. Partnered with executives to support data-driven decision-making aligned with strategic objectives and built a comprehensive Intelligence Library, empowering leaders with self-service access to dashboards, scorecards, and reporting tools.

Established and led a new reporting and analytics team, comprising data scientists, data engineers, data architects, and analytics professionals, to support the Joint Issue Management initiative, bridging communication between UnitedHealthcare and Optum. Introduced data visualization standards, self-service tools, and measurement frameworks to empower stakeholders and enhance decision-making. Fostered a culture of trust, teamwork, and excellence, while implementing best practices in data validation, stakeholder management, work prioritization, and methodology. Built strong partnerships across all business levels to deliver actionable insights by analyzing the consumer journey and identifying opportunities for improvement. Designed an efficient intake process to streamline work requests, track progress, and optimize team capacity. Quantified benefit savings by transitioning from point-to-point integrations to a streaming service, delivering measurable pre- and post-savings to drive business growth and efficiency.

Built an operations-focused business intelligence team from the ground up for a “start-up-like” initiative within Humana (Author), covering data discovery, modeling, and stewardship to establish a robust reporting and analytics ecosystem. Collaborated directly with business owners and executive leaders to define and implement metrics and KPIs that measure success, identify areas for improvement, and drive business growth. Led a team of four Senior BI Engineers to develop reports, dashboards, self-service tools, and measurement plans, fostering a culture of empowerment, trust, teamwork, and excellence. Established best practices in validation, data visualization, stakeholder management, and prioritization to ensure accuracy and reliability. Cultivated strong partnerships across all business levels, delivering proactive support for immediate and long-term needs while implementing rigorous validation processes to build trust and credibility. Successfully positioned the team as a trusted partner in advancing operational insights and enabling data-driven decision-making for sustainable growth.

On behalf of the FastStart Lab at Humana, conducted market research to guide pilot markets for new experiences, analyzing consumer behaviors, social determinants of health, chronic illness impacts, and channel preference. Led the NICE Analytics Omni-Channel Analytics User Community to optimize customer journeys and served as the measurement lead for Cogito AI software, designing success metrics and assessing call performance impacts. Developed Tableau dashboards to monitor program health and KPI outcomes while collaborating with cross-functional teams from Humana IT and Cogito to create source data tables for business users. Designed key performance indicators for Humana’s Visual IVR, leveraging data insights to identify improvement levers and achieve solution goals, driving measurable enhancements in customer experience and operational performance.

Managed a team of eight associates dedicated to creating ad hoc reports, self-service tools, and data analyses to drive process improvements in operational areas. Focused on associate development by enhancing their consulting, reporting, and analytic skills while expanding expertise through cross-training on diverse operational data sets. Conducted root cause analyses to identify opportunities for improving issue resolution, contact handling efficiency, and member experience. Provided data and analytics support for Enterprise Self-Service goals, including web, IVR, and mobile initiatives, to reduce inbound calls and improve digital engagement. Partnered with program owners to develop strategic analytic roadmaps and collaborated with the FastStart Lab to establish a cross-channel hierarchy, enabling comprehensive omni-channel analysis and optimization.