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Innovation, Process & Measurement Lead/Operating Effectiveness Sr. Manager at Cigna in Memphis, Tennessee

Posted in General Business 30+ days ago.

Type: Full-Time

Job Description:

Organization:  Barbara Kijanka – Network Quality & Innovation

Direct Manager:  Pearl Shah – Process Performance & Insights

Job Family:  Operating Effectiveness

Career Architecture Title:  Operating Effectiveness Senior Manager

Posting Title: Process Optimization and Design Center Lead

Description:  Process Optimization and Design Center Lead will be aligned to support the Network Solutions & Operations (NSO) organization under the alignment of Process Performance & Insights.  This role requires the ability to lead a hub and spoke model, advising and leading large complexity projects, or components of larger projects impacting multiple business units relating to quality inspection and quality assurance.  This includes the critical thought leadership and ability to influence key leaders performing processes that deliver key execution and continuous improvement that drive a high performing culture. This also includes leading multiple teams designed to work together to drive process innovation and automation throughout the organization. 

Job responsibilities include:

  • Leader able to drive organizational process optimization based on quality drivers. This includes the evaluation of requirements, utilization, adoption, benefits and defects related to defect trends and analysis

  • Strong ability to compile and analyzes results for identification of improvement opportunities, provides actionable information and executes various techniques on issues related to people and processes to facilitate improvement in quality decisions.

  • The Learning & Process Innovation lead will support the organization to reduce defects, eliminate wastes and increase customer satisfaction. This is a very agile role, requiring ability to quickly identify proven tool and methods that can be used to identify, measure, and tackle process improvements as needed, and in a continuous manner. This role will employ process design methodology and analytics into organizational operations to accomplish business objectives.

  • Will drive the utilization of technology delivery and the resulting simulation of capabilities within business process to ensure business outcomes optimization – Driving conversations, best practices, usage of technology and process, and measurement of outcome realization

  • Will drive process details of complex data, continuously learning  the business themselves and understanding why and how data relationships drive business outcomes, and will continuously think of new ways to meet business outcomes using that knowledge

  • Will drive process simulation tools, strategies, and proof of concept to optimize business strategies using statistical tools and methods. Will newly design and deliver scorecards and modeling that creates simple and sustained visualizations and evidence of optimization

  • Comfortable building and evolving process optimizations programs continuously, for both manual and automated processes

  • Passionately coaches both peers and leadership in order to empower teams to drive process improvement, create and solution innovated quality design, and be courageous in the face of ambiguity

  • Identify, lead, and manage rapid process improvement efforts and conduct quantitative analysis of process effectiveness using both proven and new methods

  • Focus on delivering rapid process improvement with limited information

  • Able to lead and make decisions based on a dynamic and always changing technology and business platform of knowledge

  • Able to lead  dynamic and multi-talented teams of simulators, process engineers, data specialists, and learning leads

  • Leverage established continuous improvement (i.e. Lean and Six Sigma…) methodologies to map current state processes and value streams including, process profiles, timings, counts, roles and responsibilities along with other key data elements

  • Translate voice of the customer information in measurable characteristics

  • Assist in establishing processes for business leaders to measure, manage, track, and report operational project results and corresponding financial business benefits

  • Identify and implement Best Practices

  • Provide updates regarding the progress of Continuous Improvement activities

  • Assist in Continuous Improvement training, guidance, mentorship, and leadership as a foundation to ensure the organization is consistent in its approach

  • Assist in creating and implementing an approach to measure the organizations capability in learning and applying the Continuous Improvement techniques

  • Work with business leaders and program managers assisting them define and report on their current state performance, recommended future state, improvement opportunities, and current and future state benefits with respect to the impact of the Continuous Improvement program

    Knowledge & Skills

  • Excellent communication, and interpersonal skills with the ability to influence stakeholders

  • Proficiency in SharePoint, SharePoint Designer, MS EXCEL and competency in MS Office and MS Visio, Blueworks, Minitab and other statistical tool sets

  • Self-starter who thrives in a fast-paced, deadline driven, and dynamic environment

  • Strong analytical skills with an ability to analyze processes and make recommendations for improvements

  • Demonstrated knowledge of Change Management techniques

  • Demonstrated knowledge of statistical process controls

  • Able to work in high degree of ambiguity


  • Advanced degree or equivalent and at least five years of experience in related health care data

  • Excellent communication and facilitation experience

  • Demonstrated experience with building and managing a CQI team

  • Solid experience designing and executing a process innovation framework

  • Proven leadership/management experience with the ability to collaborate with others and establish working relationships, communicate effectively across the organization and at different levels, think and act strategically and influence key leader

  • Deep healthcare data experience and demonstrated understanding of health care and delivery systems processes

  • Ability to successfully navigate and contribute in a highly matrix environment

This position is not eligible to be performed in Colorado.

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 reasonable accommodation in completing the online application process, please email: for support. Do not email for an update on your application or to provide your resume as you will not receive a response.