Evernorth Health Services, a division of The Cigna Group, is hiring a Senior Strategy & Analytics Advisor for C&CE Forecasting. In this role, you will lead critical analytical work supporting Customer & Client Experience (C&CE) strategic priorities, acting as a key thought partner to leaders. You will drive improvements in customer experience and operating efficiency through advanced analytical models and compelling business cases.

What You'll Do

Shape C&CE strategy by developing business cases, evaluating options, and assessing costs and benefits to guide prioritization decisions.
Develop highly accurate and explainable analytical models to project contact center workload demand across calls, chats, cases, and service models.
Develop forecast variance analysis playbooks enabling quick identification of drivers and paths to resolution.
Look for ways to enhance our data ecosystem and accelerate our AI/ML journey within Workforce Management.
Leverage data to solve business problems by identifying data needs, pulling data from relevant sources, and performing analysis.
Identify business opportunities using trend analysis and mining operational data for insights.
Develop testing plans, monitor performance indicators, and be ready to quickly investigate and remediate emerging issues.
Grow into a thought partner and executive storyteller by distilling work into crisp presentations that educate, inform, and inspire action.
Employ a product management mindset to translate Operations needs into business requirements that can be delivered by Tech partners.

What We're Looking For

Bachelor’s degree in Mathematics, Economics, Statistics, Engineering, Business, or related field preferred.
Five years of relevant analytics or management consulting experience.
Strong communication (oral and written), presentation, and facilitation skills.
Ability to structure project / program plans and independently drive workstream forward.
Ability to partner across organizations and roles to influence and deliver work.
Proficiency in an analytics-focused coding language, e.g. SQL, Python, or R.
Two years of building, managing, or using business models, e.g. optimization, predictive analysis and forecasting, or financial / credit modeling.

Nice to Have

MBA or other relevant advanced degree (e.g. MS in Analytics).
Eight or more years of relevant analytics or management consulting experience.
Four or more years of end-to-end model design and ownership experience, e.g. optimization, predictive analysis and forecasting, or financial / credit modeling.
Two or more years of healthcare experience.
Two or more years of experience in Operations or Customer Experience.

Technical Stack

SQL
Python
R

Team & Environment

Part of a Business Analyst team that provides direct support to the Workforce & Footprint Strategy team in the C&CE organization.

Benefits & Compensation

Medical, vision, dental, and well-being and behavioral health programs.
401(k).
Company paid life insurance.
Tuition reimbursement.
Minimum of 18 days of paid time off per year and paid holidays.
Annual bonus plan eligibility.
Compensation: $112,800 - $188,000 USD / yearly.

Work Mode

This is a hybrid role. Locations include Remote (select geographies), Bloomfield, CT, Chattanooga, TN, Denver, CO, St Louis, MO, and Scottsdale, AZ.

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.