Job Description

Servicing Analytics

Cigna Global Data & Analytics organization is seeking someone to create analytically-driven insights and solutions for Cignas Digital Portal, App, Electronic Data Interface, IVR, Phone, Chat interaction channels.

This individual will work closely with numerous Digital and Service Operations Strategy stakeholders to understand their strategy and business problems in order to develop value based recommendations. Solutions span OPex efficiency, customer experience, affordability, simplicity and predictability for Medical, Dental and Pharma Customers and Providers. This position will also interface with Automation, IT, Engineering and Marketing staff integral to implementing the solutions.

This candidate will use various state-of-the-art tools, techniques and data to perform analyses, design and read pilots, and develop models to address the business problems. Resulting insights and actions would be aimed at increasing digital penetration and use, reducing call volume and handle time, lowering health costs, and improving health outcomes. All solutions must be quantifiable and measurable. In addition, this person will create repeatable frameworks for addressing recursive or similar business problems.

So, youre interested in becoming the newest member of this team? Great choice! Lets check some boxes to see if you are a match:

* Perform analytics to answer what happened previously?
* Conduct statistical analyses to answer who did this happen to?, what were they trying to do and what underlying need were they trying to address? and what are root causes of what happened?
* Mine data through deep dive analytics to answer what are the opportunities? and what is the benefit?
* Develop predictive models to answer who will interact with us next about what?
* Deploy innovation processes and pilots to answer how can we get better and how much better will it be?

Role Summary:

This job offers you the special opportunity to ensure servicing continues to be a key market differentiator for Cigna.

Cignas mission is to increase servicing efficiency while improving the cost of care and well- being of its customers. Each interaction with Cigna should be a positive unforgettable one.

The candidate will contribute to the comprehensive analytic plan that is aligned to the Operations strategy. The role includes harnessing demographic, product, clinical, contact and claim data, and performing analysis, creating actionable insights, summarizing them and presenting recommended actions with accompanying financial impacts to business stakeholders. Solutions can also include the development of predictive and classification models.

Responsibilities:

* Extract and analyze Big Data leveraging tools such as R, Python, SAS and SQL
* Identify data or technology gaps and offer high level requirements
* Utilize analytical techniques (e.g. NLP, Machine Learning, Neural Nets, Logistic Regression, Cluster Analysis,) to create and size actionable insights /recommendations to achieve Operations strategic initiatives
* Design test v control designs and reads to pilot solutions
* Summarize and communicate complex findings and recommendations simply and concisely so that they can be easily consumed and embraced by business leaders.
* Partner closely with Service Operations team and other enabling organizations

Qualifications:

* Advanced degree in Statistics, Mathematics, Engineering, Biostatistics, Econometrics, Economics, Finance, or Data Science
* At least 3-5 years of related analytical work experience in the Healthcare, or Financial Services industries
* Hands on experience with statistical techniques, machine learning, voice analytics, predictive modeling, test design a must
* Advanced user of Python/R/SAS is required
* Expert excel skills essential
* Working knowledge of contact data and channel operations -- IVR, Digital, Chat, EDI, App, Call Transcript, Survey data
* Experience with leveraging call and chat transcripts and using NLP processing and machine learning preferred
* Hands on experience with digital data (clickstream, adobe, Site Catalyst)
* Ability to communicate technical findings to nontechnical audiences both written and oral
* Ability to juggle multiple priorities and drive solutions in a fast paced matrixed environment
* Ability to think critically and perform both tactically and strategically in and out of the box
* Ability to build partnerships and networks across the enterprise

About Cigna

Cigna Corporation (NYSE: CI) is a global health service company dedicated to improving the health, well-being and peace of mind of those we serve. We offer an integrated suite of health services through Cigna, Express Scripts, and our affiliates including medical, dental, behavioral health, pharmacy, vision, supplemental benefits, and other related products. Together, with our 74,000 employees worldwide, 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 Cigna, youll enjoy meaningful career experiences that enrich peoples lives while working together to make the world a healthier place. What difference will you make? To see our culture in action, search TeamCigna on Instagram.

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.