POSITION SUMMARY

The Customer Experience and Operations Enablement (CX&OE) team is dedicated to delivering top-notch service to Cigna customers across a diverse range of sectors, including US Employer, Pharmacy Benefit Management, and Individual and Family Plans, among others. The CX&OE team champions exceptional customer experiences while ensuring the efficient operation of Cigna’s call centers. As a Business Analytics Advisor, your role will be pivotal in supporting key analytical initiatives that align with CX&OE’s strategic objectives.

As a member of the Business Analyst team, you will work proactively with the CX&OE organization to spearhead enhancements in customer experience and operational efficiencies. Additionally, you will contribute to enhancing associate experiences through superior tools and capabilities. Collaboration with CX&OE leadership and their teams will be essential to grasp business challenges, develop analytical models and insights, and craft compelling presentations that shape future strategies.

You will become a subject-matter expert in your area of focus, recognized as a thought leader by CX&OE partners and stakeholders. Expect to engage in significant projects across various domains, take ownership of your analyses, and present your findings to senior leadership (Senior Director+) with confidence.

This highly visible position requires close partnerships with leaders across CX&OE and is a key contributor to organizational strategy. This opportunity is fully remote for candidates in selected locations. However, candidates living within 50 miles of the following cities must work onsite three days per week: Bloomfield, CT; Chattanooga, TN; Denver, CO; St. Louis, MO; and Scottsdale, AZ.

Primary Responsibilities

• Shape the broader CX&OE strategy by crafting business cases, evaluating strategic options, and assessing potential costs and benefits to inform prioritization efforts.

• Utilize data analytics to tackle business challenges by identifying data requirements, sourcing data, and conducting thorough analyses.

• Identify valuable business opportunities through trend analysis and deep dives into operational data.

• Establish testing plans, track performance metrics, and be agile in addressing emerging issues proactively.

• Develop into a trusted partner and compelling storyteller by synthesizing your work into impactful presentations that educate, inform, and drive action.

Key Role Components:

• Analytics: Assess business opportunities and make strategic recommendations. Use effective methods for data analysis, presenting insights that consider benefits, costs, risks, and alternative options.

• Strategy: Influence the future direction of CX&OE with data-driven insights and business acumen, identifying transformative opportunities for the next 3-5 years.

• Business Judgment: Develop and leverage frameworks to address complex challenges, focusing on insights that lead to actionable solutions.

• Data: Base your analysis on solid data principles. Define analytical needs, identify trustworthy data sources, ensure data integrity, and collaborate with data teams to conduct analyses. Proficiency in an analytics-centric coding language (e.g., SQL or Python) is essential.

• Communications: Effectively engage with senior leaders within CX&OE and other stakeholder teams, translating complex analyses into clear, concise insights and actions. Cultivate your skills as a persuasive storyteller and thought leader.

• Teamwork: Collaborate extensively across Cigna, working closely with Operations, Technology, Finance, and business partners. Learn from supportive Analytics leaders and join an inclusive, empowering environment that encourages professional growth and a fun atmosphere.

Basic Qualifications

• A Bachelor’s degree in Mathematics, Economics, Statistics, Engineering, Business or a related field is preferred.

• A minimum of two years of relevant experience in analytics or management consulting.

• Strong verbal and written communication skills, along with effective presentation and facilitation capabilities.

• Expertise in at least one analytics programming language, such as SQL, Python, or R.

• Competence in structuring project plans and managing timelines independently.

• A proven ability to influence collaborators across various roles to achieve project objectives.

Preferred Qualifications

• An MBA or other advanced degree (e.g., MS in Analytics) is highly desirable.

• Three or more years of experience in analytics or management consulting.

• Advanced proficiency in data analysis and visualization tools such as Excel, SQL, and Tableau.

• Experience developing, managing, or utilizing business models, including optimization, predictive analytics, or financial modeling.

• Experience in the healthcare industry is a plus.

• Experience in Operations and/or Customer Experience roles is preferred.

For those working remotely, a stable internet connection through a cable broadband or fiber optic provider with speeds of at least 10 Mbps download and 5 Mbps upload is required.

The anticipated annual salary for this position ranges from $96,000 to $160,000, based on relevant experience and geographic location. Additionally, this role is eligible for an annual bonus plan.

We prioritize your health and security, offering a wide range of benefits that support your holistic well-being. Starting on your first day, you will receive health-related benefits, including medical, vision, and dental coverage, as well as well-being and behavioral health programs. Our offerings also include a 401(k) plan with company matching, life insurance, tuition reimbursement, at least 18 days of paid time off per year, and paid holidays. For comprehensive details on our employee benefits, please visit Life at Cigna Group.

About The Cigna Group

Making a meaningful difference begins with a commitment to improving lives. At The Cigna Group, we focus on enhancing the health and vibrancy of those we serve, through our divisions, Cigna Healthcare and Evernorth Health Services. Join our mission to drive growth and improve lives.

We welcome qualified candidates from diverse backgrounds, without regard to race, color, age, disability, gender, sexual orientation, or any other characteristic protected by applicable law. If you need assistance with the application process, please contact us.

The Cigna Group maintains a tobacco-free environment and reserves the right to decline hiring candidates who use tobacco/nicotine in states where it is legally permissible. Candidates in these states who use tobacco/nicotine must enroll in a qualified smoking cessation program before starting employment.

Consideration for employment will be given to qualified applicants with criminal histories, in accordance with all relevant federal, state, and local laws.