Remote Senior Customer Experience Strategist

POSITION SUMMARYThe 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, as well as supporting improvements in the associate experience through better capabilities and tools. 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 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: Primary FunctionsShape C&CE strategy by developing business cases, evaluating options, and assessing costs and benefits to guide prioritization decisionsLeverage data to solve business problems by identifying data needs, pulling data from relevant sources, and performing analysisIdentify business opportunities using trend analysis and mining operational data for insightsDevelop testing plans, monitor performance indicators, and be ready to quickly investigate and remediate emerging issuesGrow into a thought partner and executive storyteller by distilling work into crisp presentations that educate, inform, and inspire actionEmploy a product management mindset to translate Operations needs into business requirements that can be delivered by Tech partnersRole Components: Identify an effective method, perform data analysis, and develop recommendations that account for benefits, costs, risks, and alternatives.Strategy - Shape the future of C&CE through data-driven analysis and business acumen. 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.Work closely with Operations, Product, Tech, and Finance teams. Basic QualificationsBachelor’s degree in Mathematics, Economics, Statistics, Engineering, Business, or related field preferredFive years of relevant analytics or management consulting experienceStrong communication (oral and written), presentation, and facilitation skillsAbility to structure project / program plans and independently drive workstream forwardAbility to partner across organizations and roles to influence and deliver workProficiency in an analytics-focused coding language, e.g. SQL, Python, or RTwo years of building, managing, or using business models, e.g. optimization, predictive analysis and forecasting, or financial / credit modelingPreferred QualificationsMBA or other relevant advanced degree (e.g. MS in Analytics)Eight or more years of relevant analytics or management consulting experienceFour or more years of end-to-end model design and ownership experience, e.g. optimization, predictive analysis and forecasting, or financial / credit modelingTwo or more years of healthcare experienceTwo or more years of experience in Operations or Customer ExperienceIf 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.This role is also anticipated to be eligible to participate in an annual bonus plan.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, paid holidays, and leaves of absence. Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients. 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 need a reasonable accommodation to complete the online application process, please email View email address on click.appcast.io note that this email inbox is dedicated to accommodation requests only and cannot provide application updates or accept resumes.The Cigna Group has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.Full time