Role Summary:
This job offers you the special opportunity to ensure servicing continues to be a key market differentiator for Cigna.
Cigna’s 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
