Voice of Customer

2 weeks ago

Bloomfield, United States The Cigna Group Full time

Cigna's mission is to improve the health, well-being, and peace of mind of those we serve by making health care simple, affordable, and predictable. Our Global Voice of Customer Programs are critical to enabling differentiated, data-informed customer experiences.

As a Voice of the Customer (VoC) Data Scientist (Market Insight Advisor level) for Evernorth Health Services, you will conduct analysis that will assist leaders in answering business questions, identifying areas of opportunity for improvement, and measuring levels of success when changes are made. You will effectively present findings and recommendations and interact closely with stakeholder and cross-functional collaboration groups. The ideal candidate for this role will be highly motivated, flexible, and embrace change.

Primary Responsibilities

  • Deliver actionable, customer-centric insights that simultaneously improve Customer Experience (CX)

  • Use speech analytics, text analytics, survey data and more to uncover and analyze opportunities for customer experience improvement

  • Utilize predictive modeling and other statistical techniques as needed to address key business questions

  • Present data and insights in visually engaging manner

  • Collaborate extensively across all levels of the organization and multiple functional areas to drive strategic business impact

Qualifications should include:

  • BA degree minimum; advanced degree in a relevant discipline preferred.

  • 5+ years of professional experience in healthcare analytics or a related field

  • Self-motivated with strong leadership qualities, including a strong customer focus, managing stakeholder expectations, and influencing decision-making

  • Demonstrated ability to multitask, problem-solve, and work in fast-paced environment

  • Strong verbal/written communication and presentation skills

  • Effective user of BI and Office tools (Tableau, MS Excel, MS Access, PowerPoint)

  • Ability to extract, merge, and clean large data sets

Preferred skills:

  • Ability to identify, analyze, and interpret trends in a speech analytics tool such as Verint

  • Knowledge of survey research methods or specialized analytical techniques

  • Dashboard development skills

  • Proficiency with statistical analysis tools or programming languages (SAS, SPSS, Alteryx, Python, Jupyter Notebook, R)

  • Ability to work from a Cigna office 3 days a week, as directed by the business

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.

About The Cigna Group

Doing something meaningful starts with a simple decision, a commitment to changing lives. At The Cigna Group, we’re dedicated to improving the health and vitality of those we serve. Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients. Join us in driving growth and improving lives.

Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.

If you require reasonable accommodation in completing the online application process, please email: SeeYourself@cigna.com for support. Do not email SeeYourself@cigna.com for an update on your application or to provide your resume as you will not receive a response.

The Cigna Group has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State.

Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.

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