Role Description The job profile for this position is Operating Effectiveness Advisor, which is a Band 4 Senior Contributor Career Track Role. This role provides analytical and advisory support to improve business operations and customer experience outcomes within Cigna’s Integrated Pharmacy model. - Evaluates customer issues, pharmacy-related interactions, and integrated medical and pharmacy data—with a focus on Home Delivery Pharmacy—to identify trends, risks, and improvement opportunities. - Partners with cross-functional teams across pharmacy, medical, and customer service operations to support performance management efforts, enhance end-to-end member experience, optimize care coordination, and enable cost-effective outcomes aligned to an integrated care approach. Key Responsibilities - Customer Experience & Performance Insights - Analyze customer issues, complaints, and escalations to identify recurring themes, drivers, and operational gaps. - Review and interpret customer experience feedback (e.g., surveys, qualitative inputs) to surface trends, risks, and improvement opportunities. - Contribute to performance monitoring by translating data and insights into clear findings that support business process improvement efforts. - Escalation & Issue Management - Own and support the tracking of escalated pharmacy issues, ensuring end-to-end visibility, timely follow-up, and resolution. - Monitor escalations across Home Delivery Pharmacy workflows, proactively identifying aging issues and risks requiring intervention. - Coordinate cross-functional engagement with operations, reliability, clinical, and service teams to drive issue resolution and remove blockers. - Provide structured and ongoing status updates to stakeholders, ensuring transparency into issue progress, risks, and outcomes. - Support intake, triage, and classification of escalated issues, including distinguishing between one-off incidents and systemic operational challenges. - Contribute to centralized monitoring and governance of escalations, ensuring clear ownership, accountability, and follow-through across the issue lifecycle. - Identify recurring issues, themes, and root causes, and partner with teams to recommend process improvements and preventive solutions. - Operational Effectiveness & Continuous Improvement - Identify process gaps, inefficiencies, and risks impacting customer experience. - Support root cause analysis efforts and contribute to the development of solutions to reduce customer friction and improve service delivery. - Partner with operational and functional teams to support experience-driven process improvements. - Data Analysis & Insight Development - Translate data and insights into clear, actionable findings that support business and operational decision-making. - Ensure data accuracy, consistency, and clarity in reporting outputs. - Develop summaries, reports, and materials that communicate customer experience insights and performance trends. - Cross-Functional Partnership & Advisory - Support initiatives to improve service delivery, reduce friction, and enhance customer engagement. - Partner with pharmacy, medical, and customer service teams to support integrated performance improvement initiatives. - Provide input into discussions by framing insights, risks, and opportunities for action. - Collaborate effectively within a matrixed environment to drive alignment and outcomes. - Stakeholder Communication & Representation - Communicate findings and recommendations to stakeholders in a clear, structured, and actionable manner. - Participate in forums, working sessions, and reviews to represent customer experience insights and perspectives. - Scope and Influence - Supports work across multiple operational areas, with a primary focus on Home Delivery Pharmacy operations and performance management. - Contributes to outcomes through analysis, insights, and cross-functional collaboration. - Supports the development of problem management and operational reliability within the Home Delivery Pharmacy space. - Primarily contributes to ongoing improvement initiatives with guidance from senior team members. Qualifications - Bachelor’s degree in business, Analytics, Healthcare, or related field. - 2–5 years plus of experience in analytics, customer experience, operations, or healthcare/pharmacy domain. - Strong analytical and problem-solving skills. - Experience working with data, reporting tools, and dashboards. - Excellent communication and stakeholder engagement skills. - Ability to work in a cross-functional, matrixed environment. - Strong written and verbal communication skills. Requirements - 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. Benefits - Annual salary of 93,200 - 155,400 USD / yearly, depending on relevant factors, including experience and geographic location. - Eligible to participate in an annual bonus plan. - Comprehensive range of benefits, with a focus on supporting your whole health. - Health-related benefits including medical, vision, dental, and well-being and behavioral health programs starting on day one of employment. - 401(k), company paid life insurance, tuition reimbursement. - A minimum of 18 days of paid time off per year and paid holidays.