Senior Advisor of Business Analytics - Customer Engagement

Cigna Healthcare•Bloomfield, CT

1d•$112,800 - $188,000

About The Position

At Cigna and Evernorth, you will be part of a team transforming healthcare through data, analytics, and digital innovation. This role offers the opportunity to build and operationalize the analytical foundation that connects the enterprise digital and customer experience agenda to financial and strategic outcomes. The Senior Advisor, Business Analytics – Customer Engagement is responsible for advancing the data and analytics suite that powers an outcomes-oriented Customer Engagement function. This role plays a critical part in translating complex digital strategies into measurable outcomes that drive market leadership, shaping how analytics informs experience innovation, customer engagement, and enterprise decision-making.

Requirements

Strong experience in business analytics and/or customer experience analytics
Strong business acumen with the ability to connect analytics to financial and strategic outcomes
Demonstrated ability to create and operationalize analytical frameworks to support outcome-oriented decision-making
Experience working in complex, evolving data environments
Excellent communication skills with the ability to translate complex analytics into business and customer implications
Proficiency in analytics tools and platforms (e.g., SQL, Python/R, Tableau, Databricks)

Nice To Haves

Familiarity with segmentation, behavioral, and journey analytics approaches
Exposure to informing investment decisions or prioritization of business initiatives
Experience in healthcare

Responsibilities

Enable Outcomes-Oriented Customer Engagement Function
Partner with Customer Engagement teams to align analytics and test/learn agendas with strategic priorities for business and enterprise
Translate business strategies into structured measurement approaches, including KPIs, success metrics, and hypotheses for experimentation
Proactively identify opportunities to improve data-driven feedback loop for customer engagement function
Support prioritization of customer engagement capabilities by grounding decisions in data, performance insights, and expected business impact
Evaluate and Optimize Customer Engagement Strategy Performance
Assess the performance and impact of engagement strategies, identifying and enabling opportunities for scaling high-value initiatives
Perform deep dives into performance drivers, including adoption, engagement, friction points, and leakage across journeys
Partner with product and engagement stakeholders to continuously refine experiences based on insights and testing outcomes
Lead Segmentation, Behavioral, and Journey Analytics
Create, operationalize, and evangelize frameworks for segmentation, behavioral, and journey analysis to identify areas of opportunity across the enterprise
Develop and advance analytic solutions and approaches from one-time analyses to repeatable, scalable frameworks and data products
Identify key drivers of customer satisfaction, engagement, and value perception across digital experiences
Influence Decision-Making Through Insight and Storytelling
Translate complex analytical findings into clear, compelling narratives that inform business strategy and enable sustained impact across enterprise
Provide strategic input into prioritization, roadmap decisions, and investment tradeoffs
Anticipate business questions and proactively develop insights to inform decision-making
Enterprise Collaboration
Work across enterprise to incorporate analytics products and insights into enterprise strategic priorities and business growth plans
Serve as a key connector between analytics, customer engagement, and business stakeholders to ensure insights are actionable and adopted
Support a coordinated approach to analytics across fragmented teams and capabilities