Operations Data Analyst - Work from home

The role is an individual contributor role that will support the Service Recovery & Customer Satisfaction Organization on the Customer Experience and Insights team. This role requires exceptional technical skills, inquisitive nature, creativity in problem solving, initiative, and focus on end results.

Responsibilities

• Support data and insights needs within the Service Recovery Team as well as Customer Service Operation, (CSO) Partners
• Identify and prove new key performance metrics (KPIs) as Service Recovery Team(s) evolve -- based on business, customer, and process needs
• Develop and execute complex SQL queries to create key insights and KPI-based reporting.
• Draw recommendations from insights for Leadership.
• Analyze customer trends and partner with Team Leaders in supporting process improvements within the Service Recovery Organization and beyond
• Continually monitor, analyze, and report Teams' performance metrics (KPIs) and contributions to assist in evaluating team and individual performance, shape process improvements, and streamline workflows for improved capacity and customer experience
• Process improvement including driving data-driven process change
• Manage and lead long- and short-term initiatives to develop/improve procedures and processes to address complex business needs, based on data
• Meet with Leaders regularly to discuss trends, opportunities, etc.
• Work independently to expand CXI capabilities
• Act as a Change Leader

Qualifications

• High School Diploma or GED required. Bachelor's Degree preferred.
• 2+ years' experienced in writing and understanding/modifying complex SQL queries required
• Experience writing and modifying T-SQL or PL-SQL highly preferred
• Experience leveraging VBA within Microsoft Office products to automate reporting and generate analytic outputs preferred
• Experience with Relational Data Base Management System, (RDBMS) applications (preferably SQL Server or Oracle), which includes creating schemas and ER diagrams
• Ability to identify and evaluate trends to achieve root cause resolution and translate into specific and meaningful change recommendations
• Solution-mindedness, ability to identify success measures before and after implementation of change
• Strong analytical and quantitative skills with exceptional attention to detail
• Proven track record of experience translating complex analysis into easy to follow slides/material
• Outstanding verbal and written communication skills; ability to develop and present cohesive action plans to all levels of leadership
• Demonstrated consistent, high level of professional maturity
• Demonstrated ability to work in a fast-paced, multi-tasking environment with tight deadlines
• Demonstrated ability to work independently receiving minimal guidance
• Proficiency in Microsoft Office applications required (i.e. Word, Excel, PowerPoint, One Note)

Competencies

• Action Oriented
• Manages Complexity
• Resourcefulness
• Collaborates
• Communicates Effectively

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 50,000 - 83,400 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.