Strategy & Analytics Lead Analyst, C&CE - Evernorth - Remote

POSITION SUMMARY

The Client & Customer Experience (C&CE) team is responsible for the servicing of Cigna customers across multiple lines of business, including US Employer, Pharmacy Benefit Management, Individual and Family Plans, and more. C&CE owns the delivery of exceptional client and customer experience while operating Cigna’s call centers effectively and efficiently for the business. The Lead Analyst supports critical analytical work that impacts C&CE strategic priorities.

This role is part of a Business Analyst team that provides direct support to the C&CE organization, including driving strategic improvements in customer experience, redesigning the destination servicing experience, and supporting improvements in the associate experience through better capabilities and tools. They will work closely with C&CE leadership and their teams to deeply understand the business problems at hand, develop analytical models/insights and build compelling business case presentations that positively influence go forward strategy.

Lead Analysts are expected to become subject‑matter experts in their focus areas and will be looked to as thought leaders by C&CE partners and stakeholders. They will work on impactful projects across domains or functions, own their analysis, and present to senior (Director+) audiences. This role will be highly visible, and the individual will be a critical thought partner to leaders across C&CE.

Shape C&CE strategy by developing business cases, evaluating options, and assessing costs and benefits to guide prioritization decisions.
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.

• Strategy – Shape the future of C&CE through data‑driven analysis and business acumen. Identify and assess truly transformational opportunities for change over the next 3–5 years.
• Business Judgment – Develop and use frameworks to scope and address ambiguous problems. Understand where the leverage is and focus problem‑solving efforts to uncover insights that drive action.
• Analytics – Evaluate business opportunities and make strategic recommendations. Identify an effective method, perform data analysis, and develop recommendations that account for benefits, costs, risks, and alternatives.
• Data – Ground analysis in data as much as possible. Define needs, identify data sources, ensure data quality, and partner with data teams to complete analysis.
• Communications – Influence senior leaders across C&CE and stakeholder teams. Distill complex analytical work into key insights, recommendations, and next steps. Grow as a persuasive storyteller and thought leader.
• Teamwork – Partner extensively across Cigna. Work closely with Operations, Tech, Finance, and business teams. Learn from supportive Analytics leaders and join an inclusive, empowering team where you can grow professionally and have fun.

• Bachelor’s degree in math, economics, statistics, engineering, business or a related field.
• One year of relevant management consulting or analytics experience.
• Proficiency in an analytics‑focused coding language (e.g., SQL, Python, or R).
• Strong communication (oral and written), presentation, and facilitation skills.
• Ability to structure project plans and independently manage to deadlines.
• Ability to partner across organizations and roles to influence and deliver work.

• Advanced knowledge of data analysis and visualization tools (e.g., Excel, SQL, Tableau).
• Experience with building, managing, or using business models (e.g., optimization, predictive analysis, or financial/credit modeling).
• Relevant healthcare experience.
• Relevant experience in Operations and/or Customer Experience roles.

If you will…