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