Under the supervision of the Strategy Delivery Lead, you will be responsible for the data strategy for the Client Ops Support team and Project Ops team. You will develop data framework and be the go-to person for data related questions/ requirements from the teams. The data framework needs to reflect a 360° view of a client from an operational client support model and will be based on available data framework cross the organization. You will work in close collaboration with operational stakeholders and Data & Insights Teams to build a complementary view to the already existing data insights.

 Key responsibilities

Be the single point of contact for data related queries/requirements for the Client ops support team and Project Ops teamCreate a solid baseline data framework for the client support team allowing the Client Delivery Managers to get deeper insights in their client and their members’ behavior (communication and claims process metrics, NPS and quality data, online uptake/behavior, process specific metrics, etc.)Identify relevant data and data sourcesBuild a strong data foundation to uncover insights that drive process optimization and elevate Customer/Client experienceCoordinate Ops data projects and document requirements as input for automation by Data & Analytics teamInterpret & analyze raw data and turn these it into usable feedback and insights.Fully understand the data, the numbers and the patterns Translate detailed data findings/trends into clear reporting out to stakeholders allowing for the right decision making including in easy- to-understand graphs, charts, tables and/or reportsPro-actively monitor other potential data or insights that may be of added value to the client support team to build the 360° view of a client in view of optimizing customer & client experience as well as create operational efficiencyUse data analytics to identify overall Operational trends in services and improvement opportunities for the overall service model & prep for discussion with all relevant stakeholdersBe passionate about the value and power of good Business Analysis and take every opportunity to showcase the positive difference the role can make within Operations and the wider organization.Work in close collaboration with the other teams in Operations like Planning and Quality teamsConnect and interact with other stakeholders within the wider IH organization linked to dataInsights teamData & Analytics teamMarketing teamEtc.Promote a culture of continuous improvement, where you drive the improvements, follow up on them until they are implemented and you measure their effectiveness afterwardsProactively address and/or escalate any risks to the Strategy Delivery Lead, Client Support Manager and other internal stakeholdersDeveloping/maintaining proactive/effective business relationships, both internally and externally to ensure a seamless delivery of service
 

Requirements 

Minimum of 5 years’ experience in relevant rolesProven track record of problem solving and analytical skills and stakeholder engagementExperience in Business Analysis is a plusAble to work in a multicultural environment

Skills

Flexible to travel when needed  Strong written and oral communication skills with ability to translate complex data into clear messagesFluent in written and spoken English, any additional language is an assetExperience in working in a fast-paced and pressured environmentData savvy: able to make data-driven assessments and decisions, you truly understand different operational and service metrics and use them on a daily basisProficient at Excel and other Microsoft applications – knowledge of other data tools is a plusExcellent organization, planning and prioritization skills.Results oriented, Hands on & delivery focused – ability to define goals, establish plans and manage work to achieve desired outcomesAccountability – assumes ownership for achieving personal results and collective goalsExcellent problem-solving and analytical skillsExperience in data visualization and presenting data in graph or pictorial formatAbility to clean and validate data to ensure uniformity and accuracyInterpersonal skillsThe ability to pay attention to detail when working with data in order to make accurate conclusions and predictionsKnowledge of statistical methodologies and data analysis techniques

Leadership Competencies

Builds networksCustomer & Client FocusContinuous Improvement mindsetEnsures AccountabilityPerseverance & resilienceStrategic mindset

About The Cigna Group

Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.