POSITION SUMMARY

Reporting to the Senior Director of Quality, Reinforcement and Performance Insights within Operations Enablement, the Senior Advisor, Learning & Knowledge Management Measurement is a strategic individual contributor responsible for establishing the measurement strategy, frameworks, standards, and tools used to evaluate learning and knowledge management effectiveness across supported operational domains. The role builds organizational capability by translating measurement practices into repeatable approaches that learning and knowledge teams can apply across programs and initiatives, while providing targeted consultation where deeper expertise is needed.

This role serves as the primary advisor for learning and knowledge performance measurement, establishing the strategies and methods used to determine whether learning programs, knowledge solutions, and enablement initiatives improve workforce capability, operational readiness, and service performance. The Senior Advisor defines the questions to be answered, outcomes to be evaluated, and measures needed to assess effectiveness, then partners with analytics and reporting teams to enable the required data collection, analysis, and reporting.

The Senior Advisor partners closely with Learning Experience Design, Training Delivery, Knowledge Management, Quality, Operations, Technology, Performance Consulting, Analytics, and Reporting teams to establish meaningful measures of success, build measurement capability, and ensure the data and reporting needed to evaluate solution effectiveness are available. The role advises teams on applying the measurement approach and recommends improvements based on the resulting evidence.

This role is critical to enabling Operations Enablement's evolution toward a data-driven performance enablement model by ensuring learning and knowledge investments are measurable, aligned to business priorities, and demonstrably improving operational outcomes.

Candidates who reside within 50 miles of the following locations will be required to perform onsite 3 days per week: Bloomfield, CT; Chattanooga, TN; Denver, CO; Scottsdale, AZ; St Louis, MO.

Key Responsibilities

Learning & Knowledge Measurement Strategy

• Develop, maintain, and continuously improve measurement frameworks, standards, templates, and guidance that learning and knowledge teams can apply to define intended outcomes, establish baselines, select meaningful measures, and evaluate the effectiveness of programs, assets, and enablement initiatives.
• Define meaningful success measures and key performance indicators for learning, knowledge management, readiness, and performance improvement efforts.
• Establish measurement and reporting requirements that connect enablement investments to operational and business outcomes, in partnership with analytics and reporting teams.
• Coach and consult with stakeholders on how to define intended outcomes, identify meaningful measures and baselines, select appropriate evaluation methods, and apply the established measurement framework to their work.
• Ensure measurement approaches support both strategic decision-making and continuous improvement efforts.

Analytics & Performance Insights

• Partner with analytics teams to translate measurement strategies into clear data requirements and analytical approaches for learning participation, learner performance, knowledge utilization, content effectiveness, search behavior, and operational performance.
• Apply learning evaluation and performance improvement methodologies to interpret quantitative and qualitative findings and determine the effectiveness of learning interventions and knowledge strategies.
• Develop actionable insights and recommendations that improve workforce performance and business outcomes.
• Partner with analytics teams to identify trends, risks, and emerging opportunities, and translate the findings into implications for learning, knowledge, and performance improvement strategies.

Reporting & Executive Communication

• Partner with reporting teams to translate measurement requirements into dashboards, scorecards, and executive reporting routines that communicate learning and knowledge performance.
• Present findings, recommendations, and business insights to leaders across Operations Enablement and Operations.
• Translate complex data into clear, business-focused narratives that support decision making.
• Define the measures, business context, and reporting requirements needed to support governance forums, leadership reviews, and strategic planning activities.
• Monitor performance against established targets and communicate progress toward goals.

Continuous Improvement & Optimization

• Partner with learning, knowledge, quality, and operations teams to prioritize improvement opportunities.
• Support experimentation, pilot evaluations, hypothesis testing, and impact assessments.
• Measure outcomes associated with process changes, operational initiatives, and enablement interventions.
• Evaluate content effectiveness across learning programs and knowledge repositories.
• Recommend improvements that increase adoption, usability, retention, performance, and business value.

Stakeholder Partnership & Consulting

• Serve as a trusted advisor to business partners seeking insight into workforce capability, knowledge effectiveness, and performance outcomes.
• Facilitate discussions focused on measurement strategy, reporting needs, and performance improvement opportunities.
• Influence stakeholders through learning and performance improvement expertise, evidence-based measurement strategies, and consultative partnership.
• Collaborate across Operations Enablement functions to establish shared success measures and reporting standards.
• Promote a culture of evidence-based decision-making and continuous improvement.

Operational Excellence

• Establish measurement governance standards and partner with analytics and reporting teams to support data quality, consistent interpretation, and reliable evaluation of outcomes.
• Define clear measurement requirements and partner with analytics, reporting, and technology teams to establish practical processes for collecting, validating, analyzing, and reporting the data needed to evaluate effectiveness.
• Identify opportunities to improve the scalability and efficiency of measurement practices, partnering with analytics, reporting, and technology teams on automation where appropriate.
• Ensure measurement practices remain aligned with enterprise reporting standards and business priorities.

Required Qualifications

• High School Diploma or G.E.D. required; Bachelor's degree preferred.
• 5+ years of experience in learning measurement, learning and performance improvement, knowledge management, performance consulting, workforce effectiveness, operational excellence, or related disciplines, including experience establishing measurement strategies and evaluating the effectiveness of enablement solutions.
• Demonstrated expertise applying learning evaluation and impact measurement methodologies, such as Kirkpatrick, Phillips ROI, performance consulting, or comparable approaches, to establish measurement strategies, evaluate business and performance outcomes, and guide others in applying these methods.
• Strong measurement and evaluation skills, with the ability to define the questions data must answer, interpret analytical findings, and translate evidence into recommendations for learning, knowledge, and performance improvement.
• Experience conducting root cause analysis and translating findings into improvement recommendations.
• Excellent written, verbal, and executive-level communication skills.
• Demonstrated ability to influence stakeholders through data and consultative partnership.
• Working knowledge of reporting, analytics, and visualization tools, with the ability to define requirements and partner effectively with analytics and reporting teams.
• Ability to thrive in highly matrixed environments and manage multiple priorities simultaneously.

Preferred Qualifications

• Experience supporting customer operations, healthcare operations, training, quality, readiness, or knowledge management functions.
• Experience with learning management systems, knowledge management platforms, and workforce enablement technologies.
• Advanced certification or specialized training in learning evaluation, performance improvement, analytics, or knowledge management.
• Experience supporting AI-enabled learning or knowledge solutions.

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 111,000 - 185,000 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.

At The Cigna Group, 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), company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year, paid holidays, and leaves of absence. For more details on our employee benefits programs, click here.