POSITION SUMMARYThe Workforce Strategy & Analytics team is looking for a Senior Manager to lead Customer Service & Operations (CSO) Demand Forecasting & Analytics.
The Senior Manager is responsible for identifying, shaping, and delivering strategic outcomes for the CSO organization through a variety of business analytics disciplines. This individual will collaborate closely with business leaders, serving as a thought partner and driving organizational decision making by leveraging data and analytical insights across multiple areas of the business.
This role specifically supports CSO, and the individual will consistently participate in strategic discussions with the Client leadership team, using their influence to help direct the organization's strategy and address its most complex and high-priority challenges. An ideal candidate will be adept at making analytically sound decisions, even when information is limited, ensuring that solutions align with business priorities and support the overall goals of the organization.
This is a fully remote opportunity for candidates in select geographies. 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.Position Summary- Responsible for providing strategy and analytics support for the Customer Service Operations team responsible for delivering customer service support across Medical, Dental, Digital, Chat and Pharmacy Benefit Services (PBS).
- Lead a team of business analysts and resource planning professionals, working closely with Operations, Workforce Management, Product and Technology teams to guide the development of analytical models/insights and build compelling business cases that positively influence the outcomes of the opportunities at hand.
- Maintain, improve and publish call volume, case volume and average handle time forecasts across multiple lines of business.
- Work closely with upstream and downstream Business, Finance and Operations partners to identify and size new pieces of intent and ensure these are accurately and timely captured to enable staffing strategies that optimize for both member experience and operational expenses.
- Act as a key thought partner for both the executive they support and their direct reports
Primary Components- Leadership: Recruit and sustain a high performing analytics team capable of providing exceptional analytics and strategic insights to their primary executive partner organizations in CSO. Individual will set an exceptionally high bar for excellence, coach current associates to their full potential and recruit / develop high potential talent into open roles. Individual will create a collaborative culture that has a high degree of ownership for their work product while providing exceptional support for their partner/customer organization in CSO.
- Strategy: Using a background of proven business acumen, make analytically grounded strategic recommendations to key stakeholders across Operations, Workforce Management including Footprint, Product and Tech. The individual will think far beyond "tomorrow" to identify transformational opportunities for change. The individual will partner with the C&CE Strategy & Analytics team on our mid to long-term Data Strategy in the context of the strategic transformation that will enable the Workforce of the Future. The individual will lead and/or support several strategic efforts such as Tech investments and deployment of AI capabilities in the C&CE ecosystem.
- Predictive modeling: Maintain and improve forecast models by assessing new data elements, new drivers and modeling techniques, back-testing and validating the accuracy of these models.
- Analytics: Employ a range of analytical techniques to assess the impact of new intent (e.g. new clients, new products, new technology, OPEX initiatives), identify business opportunities and make strategic recommendations. The individual will identify the right series of analytics approaches for each individual situation, understand the strengths and weaknesses of the analysis or model, and effectively incorporate those into the overall recommendation. The individual will also look to influence the identification, testing and deployment of new intent. This may include supporting the development of business cases, providing guidance on test design and analytics as well as making recommendations on deployment timing and associated staffing strategy, balancing risk vs. rewards.
- Execution: Publish call volume, chat volume and average handle time long-range and short-range forecasts across US Employer (USE) and PBS lines of business. The individual will also monitor and analyze forecast variance for these LOBs, digging into drivers and assessing/monitoring the impact of new intent.
Key Qualifications- Bachelor's degree in Math, Economics, Statistics, Engineering, Business or related field preferred
- 5 years of relevant management consulting (preferred) or analytics experience
- Strong communication (oral and written) skills, including an ability to present work products to senior executives and influence buy-in
- Ability to lead large scale project and program teams and independently drive work forward
- Ability to partner across organizations and roles to influence and deliver work
- Two years of building, managing, or using business models, e.g. optimization, predictive analysis, or financial / credit modeling
- Strong analytical and finance skills are required - Proficiency in an analytics-focused coding language, e.g. SQL, Python, or R
Preferred Qualifications - MBA or other relevant graduate degree in Math, Economics, Statistics, or Engineering
- 2+ years of people leadership experience
- Eight or more years of relevant analytics or management consulting experience
- Relevant healthcare experience
- Relevant experience in Operations and/or Customer Experience roles
- Four or more years of end-to-end model design and ownership experience, e.g. optimization, predictive analysis, or financial / credit modeling
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 130,900 - 218,100 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.
