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.Skills Required
- 5+ years in Data, Business Analytics, Business Intelligence, or Data Science roles
- Experience managing project management assignments
- Bachelor's degree in a relevant area
- Proven track record in data cleaning, preparation, exploration, visualization and reporting
- Experience analyzing customer experience datasets and CX metrics (NPS, CSAT, Customer Effort)
- Proficiency in Microsoft Office, specifically Excel and PowerPoint
- Experience with visualization tools and languages such as Power BI, Qlik, Tableau, SQL, Python, R
- Experience applying basic statistical techniques
- Strong collaboration and communication skills; ability to engage stakeholders at all levels
- Strong customer focus
Cigna Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Cigna and has not been reviewed or approved by Cigna.
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Strong & Reliable Incentives — Strong bonus outcomes are frequently highlighted, with annual bonuses described as really good alongside above-average salary levels. Stock or long-term incentive elements are also noted as part of the overall package in some roles.
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Leave & Time Off Breadth — Time-off benefits are portrayed as a meaningful part of total rewards, including generous PTO and flexibility that can enhance the perceived value of compensation. Flexible work-from-home arrangements are repeatedly linked with satisfaction about the overall package.
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Healthcare Strength — Health coverage is described as broad in design, with preventive care often covered at no charge in-network and options like virtual care and wellness incentives. A large provider network and strong digital tools are positioned as practical advantages when using benefits.
Cigna Insights
What We Do
At Cigna, we're more than a health insurance company. We are your partner in total health and wellness. And we’re here for you 24/7 – caring for your body and mind. As a global health service company, Cigna's mission is to improve the health, well-being, and peace of mind of those we serve by making health care simple, affordable, and predictable. Our values are the core of our culture. Our values guide how all 74,000 of us around the world work together, serve our customers, patients, clients, communities, and deliver on our mission.
