Customer Engagement Analytics Advisor - Evernorth - Hybrid at Cigna in Bloomfield, Connecticut

Job Description:

- Next Best Action Optimization & Reporting team -
Are you looking for an exciting opportunity to make a difference in the world of healthcare?

We're a team of passionate professionals dedicated to creating a differentiated customer experience that makes it easy for customers to get affordable, quality care. We're looking for a Customer Engagement Analytics Advisor to join our Next Best Action (NBA) Optimization & Reporting team to help us take our organization to the next level.

You'll play an integral role in shaping our future roadmap. You'll work on highly complex and visible projects at the intersection of digital and analytics, and service operations. You'll build a vision and deliver reporting dashboards that are used across our multiple lines of business and conduct in-depth analyses to measure NBA performance and explore opportunities in support of the evolution of our organization's strategy.

Your ability to deliver and maintain reporting dashboards, along with research and analysis will help us improve the effectiveness of customer messages and interactions, which will increase customer satisfaction and lower the total cost of care. You'll be responsible for defining and executing technical requirements, research, and analysis needed to understand the overall performance of our Next Best Actions. You'll work closely with our team leads and product owners to evaluate the impact of key efforts and make data-driven recommendations to optimize our customer experience.

The ideal candidate is a self-starter with a passion for reporting and analytics and a desire to make a meaningful impact. You should be able to define and execute analyses to evaluate the impact of key efforts defined by the Product Owner and Experience Owner. You should also have strong communication skills and the ability to collaborate with cross-functional teams to drive results.

Join our team and be a part of the exciting changes happening in healthcare today!

Responsibilities:

• Dive deep into our Digital and Customer Advocacy stakeholders' Objectives and Key Results (OKRs) to understand their needs and goals, and provide reporting and insights to drive the evolution of our Next Best Action (NBA) program


• Work with stakeholders to develop reporting requirements, build creative features and set product delivery dates while prioritizing developer work to maintain delivery schedule


• Monitor operational KPIs, metrics, and goals, and use data-driven insights to provide recommendations that can enhance our NBA program and drive even greater results


• Conduct in-depth analyses on specific topics across our omni-channel delivery approach, and synthesize findings into actionable recommendations that improve our customer experience


• Collaborate with cross-functional teams to develop and deliver presentations and demonstrations to our Digital and Customer Advocacy stakeholders and sponsors, sharing your dashboard product, insights, and recommendations to drive positive change


• Become well-versed in the Agile methodology by participating in team and program Agile ceremonies - such as Daily Stand-up, Iteration Planning, Iteration Review, and PI Planning

Qualifications:

• Bachelor's degree required, graduate degree preferred - in fields such as Data Analytics, Business Intelligence, Computer Science, or related fields - previous healthcare experience is a plus


• Strong problem-solving and critical thinking skills, with a passion for using data to drive business decisions, solve complex challenges and improve customer experience in the healthcare industry


• Ability to gather and translate customer business needs into technical product requirements and ability to express complex technical details and ideas clearly and concisely in demonstrations


• Experience with Agile methodology and product management within IT delivery is a plus, and demonstrates the ability to coordinate and prioritize parallel tasks while consistently meeting deadlines


• Ability to perform data querying. Knowledge of enterprise and web-based applications, APIs, and/or databases is a plus. Familiarity with contact center operational tools is a plus and demonstrates an eagerness to learn and work with new technologies and tools


• Proactive mindset and ability to take ownership of tasks and see them through to completion, with a strong attention to detail and accuracy

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.

About The Cigna Group

Doing something meaningful starts with a simple decision, a commitment to changing lives. At The Cigna Group, we're dedicated to improving the health and vitality of those we serve. Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients. Join us in driving growth and improving lives.

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: SeeYourself@cigna.com for support. Do not email SeeYourself@cigna.com for an update on your application or to provide your resume as you will not receive a response.

The Cigna Group has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State.