Customer Experience Analyst

Job Description:

Global Customer Experience team at Cigna Healthcare, International Health is planning to hire a Customer Experience analyst to support the CX needs for one of its global books of business. The analyst will be responsible for providing key customer-centric actionable insights 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 analyst will perform a crucial role in the development and implementation of customer journey analytics and insights. This position involves strong collaboration and data management capabilities, collating relevant information, transactional behaviours and quantitative and qualitative data, feedback from customer surveys 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.

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 customer is heard and interdepartmental actions are taken to drive enhancement of the customer experience.

• Conduct member outreaches, as required, following NPS surveys.

Experience:

• 2+ years in Data/ Business analytics/ Business Intelligence/ Data Science roles

• Individual Contributor role track record

• 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

• Experience in digital products analysis is beneficial

• Experience in data automation and optimization is beneficial

Other skills/requirements

• Strong collaboration and communication skills. Ability to assertively engage with internal and external customers at all levels

• Strong customer-focus 

• Highly motivated, action-oriented, ownership-driven and resilient

• Structured planner, target-orientated, meeting timelines and deliverables. Work efficiently with both speed and accuracy when performing tasks

• Strong analytical and statistical skills with high attention to detail

• Excellent team working skills

• Ability to identify areas of improvement across any segments and assist in creating and implementing solutions

• Confident and able to constructively challenge decisions if necessary

• Able to seek out best practice to effectively deal with diverse, complex and highly sensitive issues

• Confidently manage conflict and find workable solutions

About Cigna Healthcare

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.

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: [email protected] for support. Do not email [email protected] for an update on your application or to provide your resume as you will not receive a response.