About Evernorth:
Evernorth Health Services, a division of The Cigna Group (NYSE: CI), creates pharmacy, care, and benefits solutions to improve health and increase vitality. We relentlessly innovate to make the prediction, prevention, and treatment of illness and disease more accessible to millions of people.
Business Analytics Manager
The Customer Experience & Operations Enablement Analytics organization offers solutions that provide data, reporting, and actionable insights to internal/external business partners to improve customer experience, reduce cost, measure business performance, and inform business decisions. The Business Analytics HIH Leader will be responsible for leading a cross-functional team representing different critical analytical functions. These functions include Metrics/Scorecards, Dashboard Development, Insights/Research, Value Measurement, Database Development, Report Automation, and Adhoc Reporting. This leader should have proficiency with managing the variety of skillsets needed to support those functions and provide day-to-day support in the growth and development of the employees performing these functions. This leadership role will work closely with functional leads across the broader analytical team to make sure delivery of work supported by this team is meeting the timeliness and quality standards expected. The individual will strive to foster a collaborative environment and growth mindset with their team members. The analytics output of this team will be used extensively throughout the Customer Operations team (Contact Center) and Workforce Planning organization. Familiarity with contact center and workforce planning operations and how to craft analytics to support those operations is critical.
Responsibilities Include:
- Day to day support for team members to ensure work product meets deadlines, quality standards, and expectations.
- Creating a culture of accountability and setting a high standard for work products.
- Building relationships with functional analytics teams and other key leaders across CX&OE organization that this team supports.
- Enabling training, talent development, and best practices for the team to operate efficiently in support of the broader analytics team.
- Plan, prioritize and execute the analytics projects and work needed to support your functional analytics groups.
- Helping team members overcome roadblocks and learn how to problem solve proactively.
- Identify ways to improve the efficiency of the work being supported through report automation, dashboard creation, and process improvement.
- Coach team in providing clear and timely progress updates and enable team to adapt to shifts in priorities and course correct on their own.
- Works with business partners to create pipeline of experiments and data projects.
- Guides business partners through the phases of the research and analytics project process.
- Finding opportunities to weave statistics and machine learning into operational reporting.
- Producing and providing data driven recommendations to business partners.
- Providing findings and recommendations to leadership, with plenty of justification
- Champions the use of the analytics toolkit by team members and operational teams.
- Mentoring and developing analysts to use statistics, programming languages and BI tools.
- Tying data to operational goals and priorities to improve the business.
Qualifications:
Required Experience:
- 10+ years of relevant analytics experience and 5+ years of leadership experience with responsibility to direct and teach different analytical best practices.
Key aspects of Leadership experience:
- Lead and direct work across dashboard development, database development, test and control experiments, scorecard development and automation.
- Able to effectively manage to agreed-upon deliverable dates, with a successful history of mentorship in managerial roles.
- Able to develop and draw upon subject matter expertise in discussions with team member and business customers.
- Demonstrated leadership ability in a matrix environment.
- Able to prioritize across a wide array or projects and effectively communicate prioritization decisions to relevant stakeholders.
Technical skills:
- Expertise in database development within SQL and Oracle
- Experience with overseeing development and teaching Business Intelligence Software (Tableau, PowerBI, Looker, etc.)
- A proven track-record of improving data/reporting processes to be more efficient.
- Problem-solving, consulting skills, teamwork, leadership, and creativity skills a must.
- Analytical mindset with outstanding ability to collect and analyze data.
- Excellent verbal, written and interpersonal communication skills a must.
Preferred Experience:
- Expertise in contact center operations and / or workforce planning.
- Proficiency with Big Data Platforms (Databricks, Hadoop, AWS).
- Proficiency in a scripting language (Python, Powershell, VBA).
- Proficiency in Agile practices (Jira).
- Proficiency in Microsoft Office products.
Key Competencies:
- Attracts Top Talent
- Business Insight
- Cultivates Innovation
- Drives Engagement
- Drives Results
- Strategic Mindset
- Persuades
- Instills Trust