Summary: Provide analytical and advisory support to improve business operations and customer experience outcomes within Cigna’s Integrated Pharmacy model.
This role 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
- Helping improve how customers experience home delivery pharmacy services and tailoring the experience for people receiving medications via home delivery.
- Focusing on personalization, support, ease of use, and communication.
Knowledge and Experience
- Experience working with customer experience data, issues, and feedback to support operational improvements
- Ability to identify patterns and trends within structured and unstructured data
- Capable of synthesizing data into clear, concise updates for stakeholders
- Experience collaborating with cross-functional teams in a support or contributing capacity
- Exposure to pharmacy, healthcare, or specialty/home delivery services
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
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.
For this position, we anticipate offering an annual salary of 93,200 - 155,400 USD / yearly, depending on relevant factors, including experience and geographic location.
This role is also anticipated to be eligible to participate in an annual bonus plan.
At The Cigna Group, you’ll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you’ll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer 401(k), company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year and paid holidays. For more details on our employee benefits programs, click here.
About Cigna Healthcare
Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. 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 need a reasonable accommodation to complete the online application process, please email seeyourself@thecignagroup.com for assistance. Please note that this email inbox is dedicated to accommodation requests only and cannot provide application updates or accept resumes.
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.
Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.
