Senior Manager, Strategy & Analytics, C&CE - Evenorth - Remote

POSITION SUMMARY

The Client and Customer Experience (C&CE) team is responsible for the servicing of Cigna customers across multiple lines of business, including US Employer, Pharmacy Benefit Management, Individual and Family Plans, and more. C&CE owns the delivery of exceptional client and customer experience while operating Cigna’s call centers effectively and efficiently for the business. 

The Senior Manager is responsible for identifying, shaping, and delivering strategic outcomes for the C&CE team through a variety of business analytics disciplines. This individual will collaborate closely with business leaders, serving as a thought partner and driving organizational decision making by leveraging data and analytical insights across multiple areas of the business. 

This role specifically supports Client Service and Operations, and the individual will consistently participate in strategic discussions with the Client leadership team, using their influence to help direct the organization’s strategy and address its most complex and high-priority challenges. An ideal candidate will be adept at making analytically sound decisions, even when information is limited, ensuring that solutions align with business priorities and support the overall goals of the organization. 

This is a fully remote opportunity for candidates in select geographies. Candidates who reside within 50 miles of the following locations will be required to perform onsite 3 days per week: Bloomfield, CT; Chattanooga, TN; Denver, CO; St Louis, MO; and Scottsdale, AZ.    

Position Summary

• Responsible for providing strategy and analytics support for the Client Service and Operations team. The Client Service and Operations team focuses on delivering a seamless onboarding and servicing experience for our clients as they begin and maintain their journey with Cigna. This individual will be critical in helping educate and guide our members through the complex healthcare ecosystem. 
• Lead a Business Analysis team within the C&CE organization, working closely with Operations, Product and Technology teams to deeply understand the business problems at hand, guide the development of analytical models/insights and build compelling business cases that positively influence the outcomes of the opportunities at hand. 
• Work closely with the VP of Client Service and Operations to help develop and evaluate execution of the strategic agenda, including multi-year strategic planning, developing business plans, securing funding for prioritized strategic initiatives and coordinating strategic efforts with broader Enterprise business partners.  
• Influence new technology solutions that improve the Client experience and generate efficiencies 
• Develop and/or influence analytical models that generate insights that solve business problems 
• Act as a key thought partner for both the executive they support and their direct reports 
• BA roles will be highly visible within the leadership team of C&CE and act as a dotted line member of their executive partner 

 Primary Components

• Leadership:  Recruit and sustain a high performing analytics team capable of providing exceptional analytics and strategic insights to their primary executive partner organizations in C&CE. Individual will set an exceptionally high bar for excellence, coach current associates to their full potential and recruit / develop high potential talent into open roles. Individual will create a collaborative culture that has a high degree of ownership for their work product while providing exceptional support for their partner/customer organization in C&CE. 
• Data:  Leverage a data first approach to identify critical business trends and insights to make specific actionable recommendations to the business. Individual will work closely with data teams across the company to deeply understand the critical operations, business and other data relevant for the role. Individual will play an important role as a “customer” of the data for influencing future state data architecture. 
• Analytics:  Employ a range of analytical techniques to identify business opportunities and make strategic recommendations. Individual will identify the right series of analytics approaches for each individual situation, understand the strengths and weaknesses of the model, and effectively incorporate those into the overall recommendation. Individual will work closely with partner AI teams to identify opportunities to leverage new/additional analytical approaches into the operation. 
• Strategy:  Using a background of proven business acumen, make analytically grounded strategic recommendations to the business. The individual will think far beyond “tomorrow” to identify truly transformational opportunities for change through partnership with the operation, business and other horizontal teams (ex: AI). The individual will have the opportunity to be engaged in strategic discussions at the VP+ level. 
• Communication:  Leverage critical deck building skills to create compelling business cases and recommendations that influence outcomes with the most senior executives across the company. Individual will be highly adept at distilling deep analytical work and insights into succinct, easily consumable decks for partners ranging from analytics leaders to key business partners. 
• Teamwork:  Role will partner closely with Operations, Finance, and business teams across the company. Individual will be a key partner for specific operations teams, acting as the resource for insights, data generation and strategic deck building. Individual will work closely with Finance in development of business case analysis, budgeting, strategic decision making, etc. Finally, the individual will have the opportunity to work broadly across the business in both a strategic and analytical capacity partnering to generate future state strategy and insights. 
• Product/Technology:  Partner with the Product, Technology and Operations teams to develop a strategic roadmap for future technology solutions. Individual will lead strategy sessions, analyze value creation and develop a suite of outcome-based insights for validating results. 

Key Qualifications 

• Bachelor’s degree in Math, Economics, Statistics, Engineering, Business or related field preferred
• Five years of relevant analytics or management consulting experience 
• Strong communication (oral and written) skills, including an ability to present work products to senior executives and influence buy-in 
• Ability to lead large scale project and program teams and independently drive work forward 
• Ability to partner across organizations and roles to influence and deliver work 
• Two years of building, managing, or using business models, e.g. optimization, predictive analysis, or financial / credit modeling 
• Strong analytical and finance skills are required – Proficiency in an analytics-focused coding language, e.g. SQL, Python, or R 

 Preferred Qualifications 

• MBA or other relevant graduate degree in Math, Economics, Statistics, or Engineering 
• 2+ years of people leadership experience 
• Eight or more years of relevant analytics or management consulting experience 
• Relevant healthcare experience 
• Relevant experience in Operations and/or Customer Experience roles 
• Four or more years of end-to-end model design and ownership experience, e.g. optimization, predictive analysis, or financial / credit modeling