Business Analytics Manager - Work from home at Cigna (Remote)

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Position Summary

This role will provide direction to a team of business analysts and data analysts on a broad range of business activity such as process design, business metrics, and complex problem solving. The scope and scale of this role includes but not limited to the following: (identify trends & actionable insights, deliver findings to the business, meet with matrix partners, act as a Subject Matter Expert, (SME) for solutions). This role will be a manager in the Service Recovery/Customer Satisfaction Team and lead fewer than ten full time employees.

The candidate in this role also should be comfortable supporting process improvement activities, evaluation/definition of business requirements, and people management and effectiveness initiatives. May define and consult on measurement strategies, tools and scorecards. Key components of this role will be to manage, inspire, innovate, and deliver broadly.

  • Responsible for the operational oversight and people management, in addition to coaching and talent development.
  • Responsible for driving assessment, analysis and execution efforts to ensure delivery of customer, business partner, and internal and business benefits.
  • Identifies and innovates new ways of gathering data, developing insights, and sharing both to internal stakeholders, and to external business partners.
  • Accountable for complex problem solving and root cause analysis to support improvement, ensuring that success measures are met or exceeded and that optimized results can be sustained over time.
  • Responsible for aggregating and streamlining data across multiple teams and functions to identify opportunities in customer experience and service delivery of Service Recovery Teams & Customer Satisfaction Teams
  • Manage evolving and changing portfolio of identified opportunities to improve both performance of teams as well as overall customer experience
  • Identifies insights across aggregated and streamlined data collected from Service Recovery Teams and other business areas and shares with business partners and support functions as appropriate
  • Develops, maintains, and strengthens strong relationships with business partners and other support teams
  • Delivers data, reports, presentations to key leaders, business partners, and other areas as appropriate
  • Responsible for ensuring the maintenance, improvement, and driving automation of Service Recovery data and Dashboards
  • Be an independent and self- motivated worker who can develop a strategic analytical approach customized to meet the needs of any given initiative.
  • Must be able to effectively inspire and lead a focused core team to execute on one or more plans, assess results, develop and implement long term solutions, and present fact based recommendations to key stakeholders for critical implementation decisions.
  • May provide direct input into the business decisions that support the achievement of key goals, planning and execution of various business actions, and delivery of business value.
  • Partners with leadership and other staff to identify opportunities for research
  • Guides team in identifying best practices in terms of technology, data integrity, and ease of access to stakeholders
  • Identifies barriers and improvement opportunities

  • High School Diploma or GED required. Bachelor's Degree preferred
  • 3+ years' experience as a People Manager in Operations, and/or Contact/Call Center environment required
  • Prior experience developing talent and leading by influence to drive results
  • Advance knowledge of business operations preferred
  • Strong communication skills and the ability to communicate appropriately at all levels of the organization; this includes written and verbal communications as well as visualizations.
  • The ability to act as a liaison conveying information to business partners
  • Team player able to work effectively at all levels of an organization with the ability to influence others to move toward consensus.
  • Strong situational analysis and decision making abilities.
  • Can identify problems and is grounded in interpreting fact based information
  • Experience driving individuals, teams, and projects through development processes to delivery

Technical Qualifications / Skills
  • Training, certification, or work experience with structured data
  • Training, certification, or work experience writing or editing SQL queries & SQL Coding
  • Training, certification, or work experience with Tableau or other data presentation tools

  • Organizational Savvy
  • Decision Quality
  • Drives Engagement
  • Develops Talent
  • Persuades
  • Manages Complexity
  • Business Insight
  • Optimizes Work Processes
  • Drives Results

If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.

For this position, we anticipate offering an annual salary of 95,800 - 159,600 USD / yearly, depending on relevant factors, including experience and geographic location.

This role is also anticipated to be eligible to participate in an annual bonus plan.

We want you to be healthy, balanced, and feel secure. That's why you'll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you'll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer 401(k) with company match, company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year and paid holidays. For more details on our employee benefits programs, visit Life at Cigna.

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: [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.

Cigna has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State.
More Information on Cigna
Cigna operates in the Healthtech industry. The company is located in Bloomfield, CT, Phoenix, AZ, Philadelphia, PA and Plano, TX. Cigna was founded in 2022. It has 74000 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 213 open jobs at Cigna, click here.
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