The role is an individual contributor role that will support the Customer Satisfaction Organization Customer Experience and Insights team. This role requires exceptional technical skills, inquisitive nature, creativity in problem solving, initiative, and focus on end results.

Responsibilities

• Support data and insights needs within the Service Recovery Team as well as CCOPS Partners
• Identify and prove new key performance metrics (KPIs) as Service Recovery Team(s) evolve -- based on business, customer, and process needs
• Develop and execute complex SQL queries to create key insights and KPI-based reporting.
• Draw recommendations from insights for Leadership.
• Analyze customer trends and partner with Team Leaders in supporting process improvements within the Service Recovery Organization and beyond
• Continually monitor, analyze, and report Teams’ performance metrics (KPIs) and contributions to assist in evaluating team and individual performance, shape process improvements, and streamline workflows for improved capacity and customer experience
• Process improvement including driving data-driven process change
• Manage and lead long- and short-term initiatives to develop/improve procedures and processes to address complex business needs, based on data
• Meet with Leaders regularly to discuss trends, opportunities, etc.
• Work independently to expand CXI capabilities
• Act as a Change Leader

Qualifications

• Bachelors degree or equivalent experience required.
• Required 1 - 2+ years’ experience working in a data-rich environment, leveraging tools such as SQL, BI, Power Query, Tableau, etc.
• Working knowledge of relational database management systems
• Experienced in writing and understanding/modifying complex SQL queries
• Leverage VBA within Microsoft Office products to automate reporting and generate analytic outputs
• Ability to identify and evaluate trends to achieve root cause resolution and translate into specific and meaningful change recommendations
• Solution-mindedness, ability to identify success measures before and after implementation of change
• Strong analytical and quantitative skills with exceptional attention to detail
• Proven track record of experience translating complex analysis into easy to follow slides/material
• Outstanding verbal and written communication skills; ability to develop and present cohesive action plans to all levels of leadership
• Demonstrated consistent, high level of professional maturity
• Demonstrated ability to work in a fast-paced, multi-tasking environment with tight deadlines
• Demonstrated ability to work independently receiving minimal guidance
• Proficiency in Microsoft Office applications required (i.e. Word, Excel, PowerPoint, OneNote)

This position is not eligible to be performed in Colorado.

About Cigna

Cigna Corporation exists to improve lives. We are a global health service company dedicated to improving the health, well-being and peace of mind of those we serve. Together, with colleagues around the world, we aspire to transform health services, making them more affordable and accessible to millions. Through our unmatched expertise, bold action, fresh ideas and an unwavering commitment to patient-centered care, we are a force of health services innovation. When you work with us, or one of our subsidiaries, you’ll enjoy meaningful career experiences that enrich people’s lives. What difference will you make?

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 require reasonable accommodation in completing the online application process, please email: SeeYourself@cigna.com for support. Do not email SeeYourself@cigna.com for an update on your application or to provide your resume as you will not receive a response.