Operations Lead Analyst

Locations: Tempe, AZ - Whitestown, IN - St. Louis, MO - Newark, DE - Grove City, OH - Florence, NJ - Warrendale, PA - Orlando, FL - Memphis. TN

Must live at a site location as this is a Hybrid role. 3 days onsite and 2 at home

Hours: Core business hours with flex on business needs

Operations Lead Analyst – Job Description

What You’ll Do:

As an Operations Lead Analyst, you will play a critical role in supporting the Enterprise of Evernorth by delivering actionable insights and ensuring operational excellence. You will:

• Provide baseline data to measure project success and identify improvement opportunities.
• Develop and maintain interactive dashboards in Tableau for leadership to access real-time financial and process performance metrics.
• Conduct quality audits across the Enterprise, focusing on inventory waste and process adherence during patient interactions and patient experience.
• Collaborate on AI-driven solutions to monitor and report on patient contact quality and overall patient experience.
• Partner with teams to lead initiatives based on analytics findings and drive process improvements.
• Handle weekly and daily reporting needs, ensuring timely and accurate delivery of operational metrics.

Key Responsibilities:

• Build and manage Tableau dashboards to visualize KPIs and project outcomes.
• Extract, transform, and analyze data using SQL and Teradata to support decision-making.
• Perform enterprise-wide quality audits, including:
  • Inventory waste analysis.
  • Reviewing patient call processes for compliance and adherence.
  • Analyze process failures across the enterprise
• Lead projects and initiatives informed by data analytics, ensuring alignment with organizational goals.
• Facilitate meetings, communicate progress, and escalate roadblocks to leadership when needed.
• Partner with cross-functional teams to implement AI-based monitoring tools for patient experience.
• Prepare reports and insights for leadership to drive continuous improvement initiatives.

What you’ll need:

• Technical Skills:
  • Working knowledge of SQL and Teradata for data querying and manipulation.
  • Strong Excel skills, including pivot tables, advanced formulas, and data modeling.
  • Experience with Teradata or similar relational database systems.
  • Advanced skills in Tableau for dashboard creation and data visualization.
  • Familiarity with data analytics concepts and ability to interpret complex datasets.
• Project Management & Leadership:
  • Ability to lead initiatives, manage timelines, and coordinate stakeholders.
  • Skilled in facilitating meetings and driving collaboration across teams.
  • Strong organizational and prioritization skills to manage multiple projects.
• Soft Skills:
  • Self-starter with the ability to work independently and proactively.
  • Excellent communication skills for presenting insights and engaging leadership.
  • Problem-solving mindset and adaptability in a fast-paced environment.

Preferred Qualifications

• Education: Bachelor’s degree in Business, Data Analytics, Operations Management, or related field.
• Certifications: PMP or other project management certifications.
• Experience in healthcare operations or patient experience programs.
• Familiarity with AI/ML tools for process automation or quality monitoring.

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 Evernorth Health Services

Evernorth Health Services, a division of The Cigna Group, creates pharmacy, care and benefit solutions to improve health and increase vitality. We relentlessly innovate to make the prediction, prevention and treatment of illness and disease more accessible to millions of people. 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: SeeYourself@cigna.com for support. Do not email SeeYourself@cigna.com 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.

Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.