Position Summary

The Customer & Client 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 customer experiences while operating Cigna's call centers effectively and efficiently for the business. The Senior Strategy & Analytics Advisor will be responsible for leading critical analytical work that supports C&CE strategic priorities. This role is part of a Business Analyst team that provides direct support to the Workforce & Footprint Strategy team in the C&CE organization, including driving strategic improvements in customer experience and operating efficiency, advancing our modeling and analytical capabilities to accurately forecast contact center operations workload demand across calls, chats and cases, as well as supporting improvements in the associate experience through better capabilities and tools. They will work closely with leadership and their teams to deeply understand the business problems at hand, develop advanced analytical models and build compelling business case presentations that positively influence go forward strategy. Senior Advisors are expected to independently structure workstreams, solve problems, and seek additional opportunities across stakeholder domains. Senior Advisors can expect to lead impactful projects across domains or functions, perform hands-on analysis, present to executive (VP+) audiences, and help drive overall business strategy. This role will be highly visible, and the individual will be a critical thought partner to leaders across C&CE. 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 C&CE strategy by developing business cases, evaluating options, and assessing costs and benefits to guide prioritization decisions
• Develop highly accurate and explainable analytical models to project contact center workload demand across several work types (calls, chats, cases) and service models
• Develop forecast variance analysis playbooks enabling quick identification of drivers and paths to resolution
• Look for ways to enhance our data ecosystem and accelerate our AI/ML journey within Workforce Management
• 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
• Employ a product management mindset to translate Operations needs into business requirements that can be delivered by Tech partners

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.

Forecasting & Predictive Modeling: Develop and optimize predictive models (mainly time series forecasting), using state-of-the-art modeling and data-science techniques yet balancing between accuracy and explanability

Strategy: Shape the future of C&CE 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 focus problem-solving efforts to uncover insights that drive action.

Data: Ground analysis in data as much as possible. Define needs, identify data sources, ensure data quality, and partner with data teams to complete analysis and forecasting future expectations. Coding experience in a relevant language (e.g. SQL or Python) is a core requirement.

Communications: Influence senior leaders across C&CE and our stakeholder teams. Distill complex analytical work into key insights, recommendations, and next steps. Grow as a persuasive storyteller and thought leader.

Teamwork: Partner extensively across Cigna. Work closely with Operations, Product, Tech, and Finance teams. Learn from supportive Analytics leaders and join an inclusive, empowering team where you can grow professionally and have fun!

Basic Qualifications

• Bachelor's degree in Mathematics, Economics, Statistics, Engineering, Business, or related field preferred
• Five years of relevant analytics or management consulting experience
• Strong communication (oral and written), presentation, and facilitation skills
• Ability to structure project / program plans and independently drive workstream forward
• Ability to partner across organizations and roles to influence and deliver work
• Proficiency in an analytics-focused coding language, e.g. SQL, Python, or R
• Two years of building, managing, or using business models, e.g. optimization, predictive analysis and forecasting, or financial / credit modeling

Preferred Qualifications

• MBA or other relevant advanced degree (e.g. MS in Analytics)
• Eight or more years of relevant analytics or management consulting experience
• Four or more years of end-to-end model design and ownership experience, e.g. optimization, predictive analysis and forecasting, or financial / credit modeling
• Two or more years of healthcare experience
• Two or more years of experience in Operations or Customer Experience

Work Environment

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.

Compensation and Benefits

For this position, we anticipate offering an annual salary of 112,800 - 188,000 USD / yearly, depending on relevant factors, including experience and geographic location. This role is also anticipated to be eligible to participate in an annual bonus plan.

At The Cigna Group, you'll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you'll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer 401(k), company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year and paid holidays. For more details on our employee benefits programs, click here.

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.

Equal Employment Opportunity

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: See Yourself@cigna.com for support. Do not email See Yourself@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.