Senior Advisor of Business Analytics - Customer Engagement

Role Description

At Cigna and Evernorth, you will be part of a team transforming healthcare through data, analytics, and digital innovation. This role offers the opportunity to build and operationalize the analytical foundation that connects the enterprise digital and customer experience agenda to financial and strategic outcomes.

The Senior Advisor, Business Analytics – Customer Engagement is responsible for advancing the data and analytics suite that powers an outcomes-oriented Customer Engagement function. This role plays a critical part in translating complex digital strategies into measurable outcomes that drive market leadership, shaping how analytics informs experience innovation, customer engagement, and enterprise decision-making.

What You’ll Do

• Enable Outcomes-Oriented Customer Engagement Function
  • Partner with Customer Engagement teams to align analytics and test/learn agendas with strategic priorities for business and enterprise.
  • Translate business strategies into structured measurement approaches, including KPIs, success metrics, and hypotheses for experimentation.
  • Proactively identify opportunities to improve data-driven feedback loop for customer engagement function.
  • Support prioritization of customer engagement capabilities by grounding decisions in data, performance insights, and expected business impact.
• Evaluate and Optimize Customer Engagement Strategy Performance
  • Assess the performance and impact of engagement strategies, identifying and enabling opportunities for scaling high-value initiatives.
  • Perform deep dives into performance drivers, including adoption, engagement, friction points, and leakage across journeys.
  • Partner with product and engagement stakeholders to continuously refine experiences based on insights and testing outcomes.
• Lead Segmentation, Behavioral, and Journey Analytics
  • Create, operationalize, and evangelize frameworks for segmentation, behavioral, and journey analysis to identify areas of opportunity across the enterprise.
  • Develop and advance analytic solutions and approaches from one-time analyses to repeatable, scalable frameworks and data products.
  • Identify key drivers of customer satisfaction, engagement, and value perception across digital experiences.
• Influence Decision-Making Through Insight and Storytelling
  • Translate complex analytical findings into clear, compelling narratives that inform business strategy and enable sustained impact across enterprise.
  • Provide strategic input into prioritization, roadmap decisions, and investment tradeoffs.
  • Anticipate business questions and proactively develop insights to inform decision-making.
• Enterprise Collaboration
  • Work across enterprise to incorporate analytics products and insights into enterprise strategic priorities and business growth plans.
  • Serve as a key connector between analytics, customer engagement, and business stakeholders to ensure insights are actionable and adopted.
  • Support a coordinated approach to analytics across fragmented teams and capabilities.

Qualifications

• Strong experience in business analytics and/or customer experience analytics.
• Strong business acumen with the ability to connect analytics to financial and strategic outcomes.
• Demonstrated ability to create and operationalize analytical frameworks to support outcome-oriented decision-making.
• Experience working in complex, evolving data environments.
• Excellent communication skills with the ability to translate complex analytics into business and customer implications.
• Proficiency in analytics tools and platforms (e.g., SQL, Python/R, Tableau, Databricks).

Requirements

• Familiarity with segmentation, behavioral, and journey analytics approaches.
• Exposure to informing investment decisions or prioritization of business initiatives.
• Experience in healthcare.

Benefits

• Comprehensive range of benefits focusing on whole health.
• Health-related benefits including medical, vision, dental, and well-being and behavioral health programs.
• 401(k) and company paid life insurance.
• Tuition reimbursement.
• A minimum of 18 days of paid time off per year.
• Paid holidays and leaves of absence.