Bengaluru, Karnataka, India · Hybrid
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Bengaluru, Karnataka, India · Hybrid
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Bengaluru, Karnataka, India · Hybrid
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Bloomfield, Connecticut, United States · Hybrid
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Seminole County, Florida, United States · On-site
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Bloomfield, Connecticut, United States · Hybrid
$97k–$161k/yr
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Bloomfield, Connecticut, United States · Hybrid
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The role focuses on providing actionable insights and analytics regarding provider and customer journeys to improve the overall customer experience. Responsibilities include monitoring CX metrics, conducting root cause analysis, and collaborating with stakeholders to implement strategic improvements.
Candidates need 5+ years of experience in data or business analytics and a bachelor's degree in a relevant field. Proficiency in data visualization tools (Power BI, Tableau), SQL/Python/R, and a strong understanding of CX metrics like NPS and CSAT are required.
Global Customer Experience team at Cigna Healthcare, International Health is planning to hire a Customer Experience Senior Analyst to support the CX needs for the IHDS Health & Provider Organization. The senior analyst will be responsible for providing key actionable insights pertaining to Cigna providers, GOP/Pre-authorization processes and Clinical/ Care program, to the leadership of the business and will be closely working with the stakeholders of the business as well as the CX team on key CX initiatives.
The senior analyst will perform a crucial role in the development and implementation of both provider journey and customer journey analytics and insights. This position involves strong data management capabilities including (but not limited to) collating relevant information, understanding transactional behaviours, building quantitative and qualitative data analytics from feedback from provider/ customer surveys. It also involves strong project management skills to coordinate and collaborate with business stakeholders to help drive and support our strategic initiatives and achieve our CX targets. Further, this position will also be responsible for identifying, implementing and monitoring metrics to measure performance in these areas and to develop action plans and objectives to continuously improve and ensure effectiveness.
This will be a hybrid role (3 days in a week from office), based in Bengaluru, India.
Experience:
We are a health benefits provider that advocates 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 improve their health and vitality.
Offices: 900 Cottage Grove Road, Bloomfield, CT 06002, US · 28 Hennessy Rd, Wan Chai, Hong Kong, HK · Plantin en Moretuslei 299, Antwerp, Flemish Region 2140, BE · 1640 Dallas Pkwy, Plano, TX 75093, US · 25600 N Norterra Pkwy, Phoenix, AZ 85085, US
We are a health benefits provider that advocates 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 improve their health and vitality.
Offices: 900 Cottage Grove Road, Bloomfield, CT 06002, US · 28 Hennessy Rd, Wan Chai, Hong Kong, HK · Plantin en Moretuslei 299, Antwerp, Flemish Region 2140, BE · 1640 Dallas Pkwy, Plano, TX 75093, US · 25600 N Norterra Pkwy, Phoenix, AZ 85085, US
