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Senior Data Scientist-Omni Channel Analytics (work from home) at 091 Cigna Health & Life Ins. Co. in Bloomfield, Connecticut

Posted in Science 30+ days ago.

Type: Full-Time





Job Description:

Job location: NYC, NY, Hartford, CT, Raleigh, NC or remote, United States work from home

Be a pioneer in the area of servicing analytics and drive value -add for Cigna and its Customers and Health Care providers!

This job gives you the very special opportunity to make Cigna the industry leader across all interaction channels. Driving affordability of care, transparency of care, predictive cost of care and simplicity to enhance the well being of customers is our mission. Each interaction with Cigna should be a positive unforgettable one. Empowering our customers and providers with the information and satisfy their need when and how they want to do it through self-service means is a key enabler. 

You will help shape the service operations strategy and identify, size, test, measure data driven opportunities to drive out regrettable call volume through Interactive Voice Response Unit (IVR) predictive models and functionality as well as through other efficiency enabling opportunities.    

Responsibilities:


  • Perform retrospective and exploratory analysis to uncover opportunities --extract data from  warehouse /big data environment, work with large and complex data sets, and manipulate data  to formulate data driven  insights and analytically driven opportunities to drive IVR and Chat engagement and save operations expenses.  Data could include structured and unstructured data. 

  • Size opportunities and develop use cases to drive investment requirements and  prioritization

  • Identify data or technology gaps  and develop high level functional requirements for data ingestion required for opportunity execution

  • Design and Read tests with clear success metrics for measurement of larger opportunities and make final recommendations. Ensure efficiency benefit can be tracked and reflected in Finance driven Actuals and Forecasts

  • Stay abreast of all the latest technology that could enhance the ability to perform analytics as well as technology to enable the execution of analytically driven opportunities.

  • Partner closely with Service Operations team  and other enabling organizations

Qualifications:



  • 3 + years of relevant work experience in data analytics and data science, IVR /Chat analytics and operations analytics within the health care, telecom or financial services industry required

  • Bachelors or Masters in quantitative discipline (mathematics, engineering, economics) or equivalent work experience

  • Proven track record of harnessing IVR and Chat channel data to drive meaningful insights with improvement recommendations

  • Advanced user of Python and R and Excel

  • Working knowledge of clustering and predictive modeling techniques, text mining and natural language processing

  • Expert experience with Design of experiment (DoE) - experimental test design in a digital environment

  • Experience with leveraging call and chat transcripts  and using  NLP processing 

  • Knowledge of Call Center Operations and IVR /Chat functionality

  • Working Knowledge of clickstream, ClickFox, Site Catalyst data a plus

  • Ability to communicate technical findings to nontechnical audiences

  • Outstanding Problem solving, root cause analysis skills required

  • Ability to juggle multiple priorities and drive solutions in a fast paced environment

  • Ability to think and perform both tactically and strategically –in and out of the box

  • Excellent collaboration with ability to build networks across the enterprise

About Cigna

Cigna Corporation (NYSE: CI) is a global health service company dedicated to improving the health, well-being and peace of mind of those we serve. We offer an integrated suite of health services through Cigna, Express Scripts, and our affiliates including medical, dental, behavioral health, pharmacy, vision, supplemental benefits, and other related products. Together, with our 74,000 employees worldwide, we aspire to transform health services, making them more affordable and accessible to millions. Through our unmatched expertise, bold action, fresh ideas and an unwavering commitment to patient-centered care, we are a force of health services innovation.

When you work with Cigna, you’ll enjoy meaningful career experiences that enrich people’s lives while working together to make the world a healthier place. What difference will you make?  To see our culture in action, search #TeamCigna on Instagram.

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 an accommodation based on your physical or mental disability please email: SeeYourself@cigna.com.  Do not email SeeYourself@cigna.com for an update on your application or to provide your resume as you will not receive a response.