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Position Summary :
The Global Customer Insights Specialist is responsible for providing insights into customer-specific KPI trends, segment profiles and customer behaviors from all regions and functions of Cigna’s Global Health Benefits division.
He / she will be responsible for providing the Customer Insights for different project teams, and will be a core team member, proactively analyzing data and working with the accountable stakeholders to turn insights into actions.
Establish, track, and communicate key customer satisfaction and loyalty metrics and identify opportunities to improve the customer experience along various customer touchpoints.
Escalate new customer trends to global business units; provide hypotheses / facts around what is causing them and recommendations on how to strategically use these new insights.
Provide ad-hoc customer analyses to address specific business questions from stakeholder groups : marketing, strategy, operations, and planning.
Analyze customer based results and behaviors with regards to customer onboarding, service, claims, etc and feedback obtained from Net Promoter Score surveys.
Work cooperatively with the multiple organizations globally to enhance customer data mart by providing data requirements that would enable more complete, efficient analysis.
Proactively manage demands across the business in terms of quality & design of the study requested; ease / benefit of the request;
lead time / prioritization of delivery etc
Maintain functional expertise in database analytics best practices and the tools that support them.
Effectively interacts with management, global business units, and cross-functional business partners to remain fully informed on Corporate Strategic Initiatives and key market and product development information needs
Leads analytics and insights activities on strategic and business development projects
Utilizes various data analytic techniques to develop final results including impact assessments and action-plan recommendations.
Effectively communicates findings and recommendations to internal stakeholders
Additional projects and responsibilities as assigned.
Requirements / Qualifications
3+ years of experience in Insurance / Marketing environment, Operations preferred.
Bachelor’s Degree in an analytical field (statistics, econometrics) or related area required. Master’s degree preferred.
2 3+ years in Business Reporting and Analytical roles with excellent database skills; Proficiency in SQL desired and expertise in MS Excel required.
Preferred knowledge / experience with Qlikview
Experience in statistical tools and methods preferred (i.e SPSS)
Experience with text analytics applications and / or a desire to learn skills related to non-structured data analytics.
Hands-on experience working in large, multi-technology, multi-channel databases or other raw data to build consolidated business insights and executive dashboards required.
Data may include customer touch points like calls, emails and claims or customer feedback like Net Promoter Score or satisfaction surveys.
Very strong verbal and written communication skills required along with strong presentation skills in the presence of Senior Leaders.
An inquisitive mind, becoming the subject matter expert in Customer Insights from Internal data.
Ability to maximize technology expertise and analysis to deliver re-usable, scalable customer experience and business process enhancements.
Self-motivated to work in a fast paced and deadline driven environment with critical attention to detail, deadlines and reporting.
Ability to work in a global environment with internal and external partners.
Qualified applicants will be considered without regard to race, color, age, disability, sex (including pregnancy), childbirth 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.
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