Operating Effectiveness Advisor - Evernorth Health Services - Remote

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

Requirements

• 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-functio

Benefits

Additional Information

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.

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