United States onlyPOSITION SUMMARY
The Customer Experience and Operations Enablement (CX&OE) team is responsible for the servicing of Cigna customers across multiple lines of business, including US Employer, Pharmacy Benefit Management, Individual and Family Plans, and more. CX&OE owns the delivery of exceptional customer experiences while operating Cigna’s call centers effectively and efficiently for the business. The Business Analytics Senior Advisor will be responsible for leading critical analytical work that supports CX&OE strategic priorities.
This role is part of a Business Analyst team that provides direct support to the CX&OE organization, including driving strategic improvements in customer experience and operating efficiency, as well as supporting improvements in the associate experience through better capabilities and tools. They will work closely with CX&OE leadership and their teams to deeply understand the business problems at hand, develop analytical models/insights and build compelling business case presentations that positively influence go forward strategy.
Senior Advisors are expected to independently structure workstreams, solve problems, and seek additional opportunities across CX&OE stakeholder domains. Senior Advisors can expect to lead impactful projects across domains or functions, perform hands-on analysis, present to executive (VP+) audiences, and help drive overall business strategy.
This role will be highly visible, and the individual will be a critical thought partner to leaders across CX&OE.
This is a fully remote opportunity for candidates in select geographies. Candidates who reside within 50 miles of the following locations will be required to perform onsite 3 days per week: Bloomfield, CT; Chattanooga, TN; Denver, CO; St Louis, MO; and Scottsdale, AZ.
Primary Functions
- Shape CX&OE strategy by developing business cases, evaluating options, and assessing costs and benefits to guide prioritization decisions
- Leverage data to solve business problems by identifying data needs, pulling data from relevant sources, and performing analysis
- Identify business opportunities using trend analysis and mining operational data for insights
- Develop testing plans, monitor performance indicators, and be ready to quickly investigate and remediate emerging issues
- Grow into a thought partner and executive storyteller by distilling work into crisp presentations that educate, inform, and inspire action
- Employ a product management mindset to translate Operations needs into business requirements that can be delivered by Tech partners
Role Components:
- Analytics – Evaluate business opportunities and make strategic recommendations. Identify an effective method, perform data analysis, and develop recommendations that account for benefits, costs, risks, and alternatives.
- Strategy – Shape the future of CX&OE through data-driven analysis and business acumen. Identify and assess truly transformational opportunities for change over the next 3-5 years.
- Business Judgment – Develop and use frameworks to scope and address ambiguous problems. Understand where the leverage is and focus problem-solving efforts to uncover insights that drive action.
- Data – Ground analysis in data as much as possible. Define needs, identify data sources, ensure data quality, and partner with data teams to complete analysis. Coding experience in a relevant language (e.g. SQL or Python) is a core requirement.
- Communications – Influence senior leaders across CX&OE and our stakeholder teams. Distill complex analytical work into key insights, recommendations, and next steps. Grow as a persuasive storyteller and thought leader.
- Teamwork – Partner extensively across Cigna. Work closely with Operations, Product, Tech, and Finance teams. Learn from supportive Analytics leaders and join an inclusive, empowering team where you can grow professionally and have fun!
Basic Qualifications
- Bachelor’s degree in Mathematics, Economics, Statistics, Engineering, Business, or related field preferred
- Five years of relevant analytics or management consulting experience
- Strong communication (oral and written), presentation, and facilitation skills
- Ability to structure project / program plans and independently drive workstream forward
- Ability to partner across organizations and roles to influence and deliver work
- Proficiency in an analytics-focused coding language, e.g. SQL, Python, or R
- Two years of building, managing, or using business models, e.g. optimization, predictive analysis, or financial / credit modeling
Preferred Qualifications
- MBA or other relevant advanced degree (e.g. MS in Analytics)
- Eight or more years of relevant analytics or management consulting experience
- Four or more years of end-to-end model design and ownership experience, e.g. optimization, predictive analysis, or financial / credit modeling
- Two or more years of healthcare experience
- Two or more years of experience in Operations and/or Customer Experience roles
If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.For this position, we anticipate offering an annual salary of 109,500 - 182,500 USD / yearly, depending on relevant factors, including experience and geographic location.
This role is also anticipated to be eligible to participate in an annual bonus plan.
We want you to be healthy, balanced, and feel secure. That’s why you’ll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you’ll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer 401(k) with company match, company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year and paid holidays. For more details on our employee benefits programs, visit Life at Cigna Group.
About The Cigna Group
Doing something meaningful starts with a simple decision, a commitment to changing lives. At The Cigna Group, we’re dedicated to improving the health and vitality of those we serve. Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients. Join us in driving growth and improving lives.Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.
If you require reasonable accommodation in completing the online application process, please email: [email protected] for support. Do not email [email protected] for an update on your application or to provide your resume as you will not receive a response.
The Cigna Group has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State.
Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.
