POSITION OVERVIEW- The Senior Advisor, Business Analytics - Customer Engagement is responsible for advancing the data and analytics suite that powers an outcomes-oriented Customer Engagement function. This role plays a critical part in translating complex digital strategies into measurable outcomes that drive market leadership, shaping how analytics informs experience innovation, customer engagement, and enterprise decision-making.
WHAT YOU'LL DOEnable Outcomes-Oriented Customer Engagement Function- Partner with Customer Engagement teams to align analytics and test/learn agendas with strategic priorities for business and enterprise
- Translate business strategies into structured measurement approaches, including KPIs, success metrics, and hypotheses for experimentation
- Proactively identify opportunities to improve data-driven feedback loop for customer engagement function
- Support prioritization of customer engagement capabilities by grounding decisions in data, performance insights, and expected business impact
Evaluate and Optimize Customer Engagement Strategy Performance- Assess the performance and impact of engagement strategies, identifying and enabling opportunities for scaling high-value initiatives
- Perform deep dives into performance drivers, including adoption, engagement, friction points, and leakage across journeys
- Partner with product and engagement stakeholders to continuously refine experiences based on insights and testing outcomes
Lead Segmentation, Behavioral, and Journey Analytics- Create, operationalize, and evangelize frameworks for segmentation, behavioral, and journey analysis to identify areas of opportunity across the enterprise
- Develop and advance analytic solutions and approaches from one-time analyses to repeatable, scalable frameworks and data products
- Identify key drivers of customer satisfaction, engagement, and value perception across digital experiences
Influence Decision-Making Through Insight and Storytelling- Translate complex analytical findings into clear, compelling narratives that inform business strategy and enable sustained impact across enterprise
- Provide strategic input into prioritization, roadmap decisions, and investment tradeoffs
- Anticipate business questions and proactively develop insights to inform decision-making
Enterprise Collaboration- Work across enterprise to incorporate analytics products and insights into enterprise strategic priorities and business growth plans
- Serve as a key connector between analytics, customer engagement, and business stakeholders to ensure insights are actionable and adopted
- Support a coordinated approach to analytics across fragmented teams and capabilities
WHAT YOU BRINGRequired Qualifications- Strong experience in business analytics and/or customer experience analytics
- Strong business acumen with the ability to connect analytics to financial and strategic outcomes
- Demonstrated ability to create and operationalize analytical frameworks to support outcome-oriented decision-making
- Experience working in complex, evolving data environments
- Excellent communication skills with the ability to translate complex analytics into business and customer implications
- Proficiency in analytics tools and platforms (e.g., SQL, Python/R, Tableau, Databricks)
Preferred Qualifications- Familiarity with segmentation, behavioral, and journey analytics approaches
- Exposure to informing investment decisions or prioritization of business initiatives
- Experience in healthcare
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 112,800 - 188,000 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.
