Remote, Work from Home, United States

Cigna’s Global Data & Analytics Servicing team manages analytics across all servicing channels including Digital Portals, App, Electronic Data Interface, IVR, Agent desktop, Chat and email for millions of Customer and Provider interactions and claim processing across different lines of business including medical, dental, pharma and home delivery. We are responsible for driving value based solutions that reduce operational expense while improving experience and reducing total health care costs. The work spans insights identification, measurement and optimization and predictive modeling.

This individual will work closely with internal Digital and Service Operations Strategy stakeholders to understand their strategy and business problems in order to uncover value based recommendations. This person will also interface with Automation, IT, Engineering and Marketing staff integral to implementing the solutions. As part of the implementation process this individual would be asked to design and read tests to support attribution as well as solution refinement. In the channels, various offer/treatments are made aimed at improving one’s health and this individual would be asked to optimize treatments in order to maximize return. Design and Measurement of Pilots, Servicing Communications Test Strategy and Measurement, Optimization of Personalization Recommendations strategy and Deep dive exploratory analytics are key to the position.

This candidate will use various state-of-the-art tools, techniques and data to perform analyses, design and read pilots, and develop models to address the business problems. Resulting insights and actions would be aimed at increasing digital penetration and use, reducing call volume and handle time, lowering health costs, and improving health outcomes. All solutions and tests must be quantifiable and measurable. In addition, this person will create repeatable frameworks for addressing recursive or similar business problems.

Role Summary:

This job offers you the special opportunity to ensure servicing continues to be a key market differentiator for Cigna. Cigna’s mission is to increase servicing efficiency while improving the cost of care and well- being of its customers. Each interaction with Cigna should be a positive unforgettable one. The candidate will contribute to the comprehensive analytic plan that is aligned to the Digital and Operations strategies. The role includes harnessing data to perform statistical /descriptive/retrospective analyses, test designs and reads, offer optimization, and email campaign test strategy.

This position is with Evernorth, a new business within the Cigna Corporation.

Responsibilities:

• Extract and analyze Big Data, including cloud based AWS/Redshift, leveraging our analytics platform containing tools such as R, Python, SAS and SQL
• Utilize analytical techniques to create and size actionable insights /recommendations to achieve Operations and digital strategic initiatives
• Create statistically defensible thoughtful test v matched control designs and perform reads to test email campaign strategies and pilot contact center or portal solutions
• Summarize and communicate complex findings and recommendations simply and concisely so that they can be easily consumed and embraced by business leaders
• Partner and collaborate closely within GDA and across the large organizations in Service Operations and Digital teams as well as other enabling organizations

Qualifications:

• Degree in Statistics, Mathematics, Engineering, Biostatistics, Econometrics, Economics, Finance, or Data Science strongly preferred, advanced degree preferred
• At least 3 years of analytical work experience, preferably in the Healthcare or Financial Services industries
• Hands on experience with statistical techniques and able to pull large data for analysis
• Advanced user of at least one of the following: Python, R, or SAS
• Excel skills essential ; adept at building or using pivot functionalities in excel or other applications
• Preferably working knowledge of contact data and channel operations -- IVR, Digital, Chat, EDI, App, Call Transcript, Survey data
• Ability to communicate technical findings to nontechnical audiences both written and oral
• Ability to juggle multiple priorities and drive solutions in a fast paced environment
• Ability to think critically and perform both tactically and strategically –in and out of the box
• Ability to build partnerships and networks across the enterprise

This role is Work at Home / Flex which allows most work to be performed at home. Employees must be fully vaccinated if they choose to come onsite.

This position is not eligible to be performed in Colorado.

About Evernorth

Evernorth, Cigna Corporation’s health services segment, exists to elevate health for all. We're building on our legacy and redefining health care as we know it. Unbiased in how we think, we create without limitation. We partner without constraints, deliver value differently and act in the interest of humanity. Solving across silos, closing gaps in care, and empowering clients, customers, and people everywhere to move onward and upward. When you work with us, you’ll be empowered to solve the problems others don’t, won’t or can’t. Join us. 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.