Job Description

Global Customer Experience team at Cigna Healthcare, International Health is planning to hire a Customer Experience Senior Analyst to support the CX needs for the IHDS Health & Provider Organization. The senior analyst will be responsible for providing key actionable insights pertaining to Cigna providers, GOP/Pre-authorization processes and Clinical/ Care program, to the leadership of the business and will be closely working with the stakeholders of the business as well as the CX team on key CX initiatives.

The senior analyst will perform a crucial role in the development and implementation of both provider journey and customer journey analytics and insights. This position involves strong data management capabilities including (but not limited to) collating relevant information, understanding transactional behaviours, building quantitative and qualitative data analytics from feedback from provider/ customer surveys. It also involves strong project management skills to coordinate and collaborate with business stakeholders to help drive and support our strategic initiatives and achieve our CX targets. Further, this position will also be responsible for identifying, implementing and monitoring metrics to measure performance in these areas and to develop action plans and objectives to continuously improve and ensure effectiveness.

This will be a hybrid role (3 days in a week from office), based in Bengaluru, India.

Key Responsibilities:

• Review, record and trend feedback from NPS surveys and other insights.
• Monitor metrics, dashboards and reports to identify key drivers and opportunities to improve customer experience and track the impact of initiatives.
• Deliver reporting and insights to management and key stakeholders, translating feedback to tangible actions.
• Provide recommendations that drive action through the effective use of data, customer insight analysis and presentation skills.
• Suggest improvement opportunities gained through all aspects of the role, following up until they are implemented and measuring impact on customer experience, identifying further refinements needed.
• Conduct deep-dive investigations and root cause analysis, leading to corrective actions and process improvements.
• Regularly engage with business partners to ensure the voice of the provider/ customer is heard and interdepartmental actions are taken to drive enhancement of the CX.
• Conduct member outreaches, as required, following NPS surveys.

Experience

• 5+ years in Data/ Business analytics/ Business Intelligence/ Data Science roles
• Experience in managing project management assignments
• Bachelor’s degree in a relevant area

Requirements & Competencies

• Proven track record on data analysis, specifically cleaning/preparation, exploration, visualization and reporting
• Experience in analysis of Customer experience datasets and key CX metrics (NPS, CSAT, Customer Effort etc.)
• Proficient in Microsoft Office, specifically Excel and PowerPoint
• Knowledge across some of the following visualization tools and languages or similar: Power BI, Qlik, Tableau and languages (SQL, Python, R)
• Experience in applying basic statistical techniques is crucial
• Strong collaboration and communication skills. Ability to assertively engage with internal and external customers at all levels
• Strong customer-focus

About The Cigna Group

Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.