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Location

Sunrise, FL | United States

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Job description

Full job description

Voice of Customer (VoC) Analyst / Market Insight Advisor - Hybrid

**Required Qualification: Must be a current employee or contractor with The Cigna Group, Evernorth Health Services, or one of their subsidiaries**

Primary Responsibilities

• Support the development of on-going survey processes to acquire Customer feedback on a member experience.
• Execute with business leaders the identification of those elements of service delivery that create significant Customer satisfaction or dissatisfaction.
• Ability to specifically measure impacts of actions against goals.
• Develop operational information to support the publication of performance documentation, highlighting successes and challenges.
• Partner with business leaders as service delivery changes are made, especially highlighting any risks to the satisfaction that these changes may harbor.
• Support research group insights and analysis on projects aimed at anticipating customer needs and proactively developing solutions to meet them.

Skills & Experience

The ideal candidate is a Voice of Customer (VoC) and Customer Experience (CX) thought leader who is able to navigate and build consensus in a matrixed organization. The candidate should have a personal reputation for being a strong, authentic leader and a collaborative, consultative business partner.

Ideal candidates will offer:

• 5+ years of experience building analysis by analyzing data from multiple data sources.
• 2+ years of experience supporting projects with end-to-end problem solving.
• Must have strong influencing and collaborating skills.
• Ability to work with others to get projects and group objectives completed.
• Highly organized and tenacious about getting the details right.
• Strong written/oral communication and presentation/interpersonal skills.
• Highly motivated and able to work independently as well as in a team environment.
• Proficient with Microsoft Excel, Word and PowerPoint.
• Ability to create visualizations of the data that helps identify relationships, patterns, and key trends.
• Knowledge of health insurance industry.
• Understanding of Net Promoter Score methodologies.
• Experience using web base survey software like Qualtrics or Verint.
• Proficient with Tableau or similar software to create analysis and reporting.

Ability to work from a Cigna office 50% of the time

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.

About The Cigna Group

Doing something meaningful starts with a simple decision, a commitment to changing lives. At The Cigna Group, we’re dedicated to improving the health and vitality of those we serve. Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients. Join us in driving growth and improving lives.

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.

If you require reasonable accommodation in completing the online application process, please email: [email protected] for support. Do not email [email protected] for an update on your application or to provide your resume as you will not receive a response.

The Cigna Group has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State.

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Job tags

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Salary