IOH NPS Data Senior Analyst at Cigna

Key ResponsibilitiesNPS, Customer Journey & Cross‑Channel Analytics

• Own end‑to‑end NPS analysis across IOH touchpoints, performing deep‑dives on verbatims to identify experience drivers, systemic issues, and improvement opportunities
• Connect NPS insights with behavioral, journey, and cross‑channel data (Adobe Analytics / CJA, Salesforce, operational data) to identify trends, friction points, and experience gaps, and translate findings into actionable CX, digital, and operational recommendations

Reporting, Enablement & Continuous Improvement

• Build, maintain, and enhance dashboards and reports using Power BI, Excel, and Adobe Analytics / CJA, Medallia, delivering executive‑ready insights and presentations
• Enable adoption of analytics insights by explaining findings to non‑technical stakeholders, supporting analytics maturity, CX prioritization, recovery initiatives, and post‑implementation impact analysis
• Identify data quality issues, reporting inefficiencies, tooling gaps, and promote an insight‑led, customer‑centric culture across IOH Customer Service

Skills & Experience Data, Analytics & Tooling

• Strong analytical capability with experience in cross‑channel, journey, and behavioral analytics, including Adobe Customer Journey Analytics (CJA)
• Ability and mindset to successfully complete required CJA training and work with Connections, Data Views, datasets, metrics, and segments
• Experience with enterprise analytics and reporting tools (Adobe Analytics / CJA, Power BI, Excel, Medallia), strong data visualization skills, and knowledge of Adobe Experience Platform (AEP) concepts (or willingness to complete required training)
• Experience using GenAI / AI‑assisted tools (e.g. Copilot) for qualitative analysis, insight generation, and data storytelling, including effective prompt formulation

Business, Communication & Enterprise Context

• Strong business insight with understanding of member journeys, digital services, and engagement use cases, and ability to translate analytics outputs into clear business implications that inform prioritization and CX strategy
• Strong communication and data storytelling skills, comfortable collaborating cross‑functionally and enabling analytics tool adoption
• Awareness of data privacy, governance, and compliance requirements, with experience operating in an enterprise analytics environment including go‑live and support models

Your Profile

• Experience in Data/ Business analytics/ Business Intelligence/ Data Science roles with financial services or insurance, with a solid understanding of industry standards.
• Proven ability to deliver high-quality customer service with strong verbal and written communication skills, including professional writing for formal correspondence.
• Strong analytical capability with experience in NPS, cross‑channel, journey, and behavioural analytics
• Experience with Adobe Customer Journey Analytics (CJA) or the ability and mindset to successfully complete required training
• Proficient in Microsoft Office, specifically Excel and PowerPoint
• Proven ability to work with enterprise analytics and reporting tools such as Adobe Analytics / CJA, Power BI, and languages (SQL, Python, R)
• Preferably if experience in GEN AI tool (Co-Pilot) and Medallia.
• Solid understanding of customer journeys, digital services, and engagement use cases
• Strong data storytelling and communication skills, able to tailor insights to leadership, operational, and non‑technical audiences
• Experience assessing data quality, identifying gaps, and working within data governance and privacy requirements
• A collaborative, proactive approach with the ability to influence and support analytics adoption across teams

About The Cigna Group

Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.