Strategy & Analytics Advisor, CX&OE - Evernorth - Remote

POSITION 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 Advisor will be responsible for supporting critical analytical work that impacts 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.

Advisors are expected to become subject-matter experts in their focus areas and will be looked to as thought leaders by CX&OE partners and stakeholders.

Advisors can expect to work on impactful projects across domains or functions, own their analysis, and present to senior (Senior Director+) audiences.

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

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 ...