Business Analytics Manager, Learning & Knowledge Management Analytics - Evernorth - Remote

POSITION SUMMARY

The Client & Customer Experience (C&CE) organization is responsible for the servicing of Cigna customers across multiple lines of business. Within C&CE, the Learning & Knowledge Management arm of Operational Excellence supports the capabilities, tools, and information employees need to serve customers accurately and effectively.

The Business Analytics Manager leads a small analytics team that supports Learning & Knowledge Management by delivering high-quality analytics, trusted data, reporting solutions, and lightweight digital solutions. This is a player-coach role for a people leader who remains hands-on in analytics or data engineering, while guiding the work and development of Business Analytics Advisors.

A critical aspect of this role is partnering with business leaders to identify opportunities, define problems, and translate ambiguous business challenges into actionable analytical and technology work. The Business Analytics Manager works closely with Learning, Knowledge Management, Operational Excellence, Operations, analytics, and technology partners to shape priorities, guide delivery, and improve learner readiness, knowledge effectiveness, and operational performance.

This is a fully remote opportunity for candidates in select geographies. Candidates who reside within 50 miles of the following locations will be required to perform onsite 3 days per week:
Bloomfield, CT;
Chattanooga, TN;
Denver, CO;
Scottsdale, AZ.;
St. Louis, MO.

• Lead, coach, and develop a team of Business Analytics Advisors
• Establish clear expectations, provide regular feedback, and support individual development through coaching, skill building, and growth opportunities
• Partner with the Product Owner to align team work to the prioritized backlog and business objectives
• Provide day-to-day guidance on analytical approaches, technical solutions, delivery plans, and stakeholder communication
• Balance workload across the team, remove barriers, manage dependencies, and personally contribute to delivery when needed
• Ensure work products meet appropriate standards for quality, governance, documentation, security, and maintainability
• Foster a culture of accountability, collaboration, quality, and sustainable delivery

• Serve as a trusted advisor to Learning, Knowledge Management, Operational Excellence, and Operations leaders, building strong relationships and understanding their strategies, priorities, and challenges
• Proactively engage stakeholders to surface new ideas and identify opportunities for analytics, data, automation, reporting, and lightweight technology solutions
• Lead discovery conversations to understand business needs, processes, pain points, constraints, desired outcomes, and the decisions solutions must support
• Gather and clarify business, data, reporting, and functional requirements, distinguishing underlying needs from requested solutions
• Translate ambiguous business challenges into clearly defined, actionable analytics and technology work
• Align stakeholder groups on priorities, scope, outcomes, responsibilities, and measures of success
• Help business partners prioritize initiatives based on impact, feasibility, dependencies, and capacity, connecting needs to product, analytics, data, and technology roadmaps
• Communicate recommendations, tradeoffs, risks, and practical solution approaches in straightforward business language

• Independently perform advanced analytics and investigation work for complex or high-priority initiatives
• Guide development of metrics, KPIs, and measurement frameworks that support Learning & Knowledge objectives
• Combine learning, workforce, quality, knowledge, and operational data to identify trends, drivers, gaps, risks, and opportunities
• Connect learning experiences and knowledge usage to downstream outcomes such as proficiency, quality, customer experience, handle time, and escalation behavior
• Review analytical approaches and outputs to ensure findings are accurate, clearly communicated, and actionable
• Communicate findings through concise written summaries, visualizations, presentations, and recommendations tailored to business partners

• Design, build, and oversee repeatable data ingestion and ETL processes that bring together information from learning platforms, knowledge tools, operational systems, and structured manual sources
• Contribute directly to complex data integration, transformation,…