Strategy & Analytics Lead Analyst, C&CE - Evernorth - Remote
About The Position
The Client & Customer Experience (C&CE) 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. C&CE owns the delivery of exceptional client and customer experience while operating Cigna’s call centers effectively and efficiently for the business. The Lead Analyst will be responsible for supporting critical analytical work that impacts C&CE strategic priorities. This role is part of a Business Analyst team that provides direct support to the C&CE organization, including driving strategic improvements in customer experience, redesigning the destination servicing experience, and supporting improvements in the associate experience through better capabilities and tools. They will work closely with C&CE 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. Lead Analysts are expected to become subject-matter experts in their focus areas and will be looked to as thought leaders by C&CE partners and stakeholders. Lead Analysts can expect to work on impactful projects across domains or functions, own their analysis, and present to senior (Director+) audiences. This role will be highly visible, and the individual will be a critical thought partner to leaders across C&CE.
Requirements
- Bachelor’s degree (math, economics, statistics, engineering, business or related field preferred)
- One year of relevant management consulting or analytics experience
- Proficiency in an analytics-focused coding language, e.g. SQL, Python, or R
- Strong communication (oral and written), presentation, and facilitation skills
- Ability to structure project plans and independently manage to deadlines
- Ability to partner across organizations and roles to influence and deliver work
Nice To Haves
- Advanced knowledge of data analysis and visualization tools (e.g. Excel, SQL, Tableau)
- Experience with building, managing, or using business models, e.g. optimization, predictive analysis, or financial / credit modeling
- Relevant healthcare experience
- Relevant experience in Operations and/or Customer Experience roles
Responsibilities
- Shape C&CE 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
Benefits
- medical
- vision
- dental
- well-being and behavioral health programs
- 401(k)
- company paid life insurance
- tuition reimbursement
- a minimum of 18 days of paid time off per year
- paid holidays
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What This Job Offers
Job Type
Full-time
Career Level
Senior
