Senior Director, Business Analytics - Client and Customer Experience Strategy and Analysis

Cigna Healthcare • St. Louis, MO

2d

About The Position

Reporting to the head of the Client and Customer Experience (C&CE) Strategy and Analytics team, this individual will be responsible for providing strategy and analytics support for the operation. The C&CE team builds and delivers inspiring, efficient service experiences that ensure our customers and patients are at the forefront of our service focus. The role will lead multiple Business Analysis (BA) teams within the C&CE organization, working closely with Operations partners to deeply understand the business problems at hand, guide the development of analytical models/insights and build compelling business cases that positively influence the outcomes of the opportunities at hand. In close partnership with the C&CE leadership team they will help develop and execute the strategic agenda, including multi-year strategic planning Through their team they will develop business cases, secure funding for prioritized strategic initiatives and coordinate strategic efforts with broader enterprise business partners This is a high visibility role that requires building and maintaining strong partnerships with cross functional organizations within operations, tech, product, and business partner teams Influence new technology solutions that improve the customer experience and generate efficiencies Develop and/or influence analytical models that generate insights that solve business problems Act as a key thought partner for the executives they support Directly manage multiple Director led BA teams with responsibility for providing thought leadership on work products, removing obstacles when needed and generally developing high performing, engaged teams

Requirements

• Undergraduate degree in Math, Economics, Statistics, Engineering, Business or related field is required
• 10+ years of experience with business, operations or similar applicable experience
• 5+ years of people leadership experience is required
• At least 4 years of work experience in consulting or business analysis
• Strong analytical and finance skills are required
• Strong verbal and written communication and presentation skills, including an ability to present work products to senior executives
• 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.

Nice To Haves

• M.B.A. or other relevant graduate degree in Math, Economics, Statistics, or Engineering is preferred
• The preferred candidate will have experience in operations strategy and analytics
• The preferred candidate will have experience leveraging SQL in a business environment

Responsibilities

• Recruit and sustain a high perform analytics team capable of providing exceptional analytics and strategic insights to their primary executive partner organizations in C&CE.
• Set an exceptionally high bar for excellence, coach current associates to their full potential and recruit / develop high potential talent into open roles.
• Create a collaborative culture that has a high degree of ownership for their work product while providing exceptional support for their partner/customer organization in C&CE.
• Leverage a data first approach to identify critical business trends and insights to make specific actionable recommendations to the business.
• Work closely with data teams across the company to deeply understand the critical operations, business and other data (as relevant) to learn most effective way to leverage that data for insights.
• Play an important role as a “customer” of the data for influencing future state data architecture.
• Employ a range of analytical techniques to identify business opportunities and make strategic recommendations.
• Identify the right series of analytics approach for each individual situation, understand the strengths and weakness of the model and effectively incorporate those into the overall recommendation.
• Work closely with partner AI and data teams to identify opportunities to leverage new/additional analytical approaches into the operation.
• Using a background of proven business acumen, make analytically grounded strategic recommendations to the business using clear and effective business case approach.
• Think far beyond “tomorrow” to identify truly transformational opportunities for change through partnership with the business, operations, and other horizontal teams (ex: AI).
• Engage in and influence strategic discussions at the VP+ level.
• Leverage critical deck building skills to create compelling business cases and recommendations that influence outcomes with the most senior executives across the company.
• Leverage deep skillset in data visualization to communicate data driven insights, storytelling and business case analysis.
• Be highly adept at distilling deep analytical work and insights into succinct, easily consumable decks for partners ranging from analytics leaders to key business partners.
• Partner closely with Operations, Finance, and business teams across the company.
• Act as the resource for insights, data generation and strategic deck building.
• Work closely with Finance in development of business case analysis, budgeting, strategic decision making, etc.
• Work broadly across the business in both a strategic and analytical capacity partnering to generate future state strategy and insights.
• Partner with the Product, Technology and Operations teams to develop a strategic roadmap for future technology solutions.
• Lead strategy sessions, analyze value creation and develop a suite of outcome-based insights for validating results.

Benefits

• 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), company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year and paid holidays.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 5,001-10,000 employees