The Program Management Senior Advisor will lead strategic initiatives to leverage Verint and emerging AI technologies to enhance operational efficiency, customer/provider experience, and health outcomes. This role requires a forward-thinking mindset, strong leadership, and the ability to align cross-functional stakeholders to deliver innovative solutions that improve customer health and well-being.
Key Responsibilities
- Lead Assigned Verint Initiatives: Drive planning, development, execution, and KPI monitoring
- Stakeholder Alignment: Collaborate across business units to ensure alignment and engagement throughout project lifecycle.
- Project Charter Development: Create comprehensive charters including business case, problem statement, goals, scope, key players, and timeline management.
- Roadmap Creation: Develop and maintain a strategic roadmap for all assigned Verint and/or AI-driven projects.
- Data Analysis & Insights: Monitor, analyze, and translate data into actionable insights for stakeholders and business leaders.
- Innovate with AI: Identify and leverage emerging AI technologies—including Natural Language Processing, Machine Learning, and Predictive Analytics—to drive improvements in customer health and experience.
- Tool Expertise: Manage and optimize Verint analytics tools
- Dashboard & Reporting: Interpret business needs and define requirements for dashboards and reports to measure and drive improvement.
- Cross-Functional Collaboration: Partner with IT, Operations, Vendor Partners, and Change Management to ensure successful project delivery.
- Presentation & Storytelling: Communicate complex data and findings through clear, compelling presentations and actionable recommendations.
- Acts as a Liaison between business partners to ensure the development of effective reporting.
Required Skills & Qualifications
- Proficiency using the Verint application
- Proficiency in the organization and synthesis of KPIs
- Strong Clinical Acumen
- Strong understanding of AI principles, including Natural Language Processing, Machine Learning, and Predictive Analytics.
- Hands-on experience with statistical analysis tools such as Excel, Minitab, etc.
- Familiarity with process management frameworks (Lean, Six Sigma).
- Knowledge of call center/clinical operations, customer/provider experience, and quality management.
- Excellent written and verbal communication skills.
- Strong stakeholder management and people leadership capabilities.
- Ability to translate complex information into actionable business strategies.
- Experience with dashboards and reporting tools such as Tableau, BI Tools, Data Bricks, SQL, & TOAD desired
- Ability to collaborate and partner across operations, IT, and Vendors.
Preferred Qualifications
- Prior experience in program management within healthcare or customer service environments.
- Knowledge & experience with speech analytics
- Knowledge of reporting tools like Tableau, BI Tools, Data Bricks, SQL, & TOAD desired
- Knowledge & experience of Power Apps
- Experience working with one or more of the following Evernorth operation areas: Care Solutions, Behavioral Health, UM Legacy, Specialty Care Options, and/or Onsite Direct Health
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 113,600 - 189,300 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 Group.
About Evernorth Health Services
Evernorth Health Services, a division of The Cigna Group, creates pharmacy, care and benefit solutions to improve health and increase vitality. We relentlessly innovate to make the prediction, prevention and treatment of illness and disease more accessible to millions of people. 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: SeeYourself@cigna.com for support. Do not email SeeYourself@cigna.com for an update on your application or to provide your resume as you will not receive a response.
The Cigna Group 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.
Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.