Strategy & Analytics Lead Analyst

Role Description

The Client & Customer 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 client and customer experience while operating Cigna’s call centers effectively and efficiently for the business. The Lead Analyst will be responsible for supporting critical analytical work that impacts C&CE strategic priorities.

This role is part of a Business Analyst team that provides direct support to the C&CE organization, including:

• Driving strategic improvements in customer experience
• Redesigning the destination servicing experience
• Supporting improvements in the associate experience through better capabilities and tools

They will work closely with C&CE leadership and their teams to:

• Deeply understand the business problems at hand
• Develop analytical models/insights
• Build compelling business case presentations that positively influence go forward strategy

Lead Analysts are expected to become subject-matter experts in their focus areas and will be looked to as thought leaders by C&CE partners and stakeholders. They can expect to work on impactful projects across domains or functions, own their analysis, and present to senior (Director+) audiences. This role will be highly visible, and the individual will be a critical thought partner to leaders across C&CE.

Qualifications

• Bachelor’s degree (math, economics, statistics, engineering, business or related field preferred)
• One year of relevant management consulting or analytics experience
• Proficiency in an analytics-focused coding language, e.g. SQL, Python, or R
• Strong communication (oral and written), presentation, and facilitation skills
• Ability to structure project plans and independently manage to deadlines
• Ability to partner across organizations and roles to influence and deliver work

Requirements

• Advanced knowledge of data analysis and visualization tools (e.g. Excel, SQL, Tableau)
• Experience with building, managing, or using business models, e.g. optimization, predictive analysis, or financial / credit modeling
• Relevant healthcare experience
• Relevant experience in Operations and/or Customer Experience roles

Benefits

• Comprehensive range of benefits focusing on supporting whole health
• Health-related benefits including medical, vision, dental, and well-being and behavioral health programs
• 401(k) plan
• Company paid life insurance
• Tuition reimbursement
• A minimum of 18 days of paid time off per year and paid holidays
• Annual salary range of 79,000 - 131,600 USD / yearly, depending on relevant factors, including experience and geographic location
• Eligibility to participate in an annual bonus plan