Senior Director, Business Analytics - Workforce Planning (Finance)

Job Description

Reporting to the Head of Workforce Management, this role is responsible for leading the strategy and analytics team supporting W orkforce Management, Footprint and GSP functions .

This is a high visibility role that works across cross functional organizations within operations, tech, product, and business partner teams . The primary goals are to improve overall workforce efficiency and resilience by shaping our workforce strategic roadmap , driv ing the analytical agenda to inform our product and tech investments , a nd lead ing our demand forecast ing analytics and modeling teams .

The position requires advanced leadership skills, strategic problem solving, the ability to develop effective partnerships within the team and across the organization, and the expertise to drive analytical modeling and data driven recommendations that are both statistically sound and easily explained.

Key accountabilities of this role include:

A) Driving the overall strategic roadmap and analytical agenda across the broader Workforce, Footprint and GSP teams to identify key workforce efficiency, reliance and agent experience improvements

B) Partnering closely with Workforce, Product and Tech to shape our overall Workforce technology investments through analytics

C) Leading a team building our forecast demand models required to support long - term hiring decisions for the operations

D) Partner ing closely with the operations and the business to deeply understand the sources of call center demand, impacts to the operation, and how to effective ly plan to ensure we meet our service level commitments in an efficient manner.

Role Components:

Leadership - Recruit and sustain a high performing analytics team capable of providing exceptional analytics and strategic insights to CX&O. Leader will set an exceptionally high bar for excellence, coach current associates to their full potential and recruit / develop high potential destination talent into new open roles. Leader will create a collaborative culture that has a high degree of ownership for their work product while providing exceptional support for the CX&O.

Data - Leverage a data first approach to identify critical business trends and insights to make specific actionable recommendations to the business. Individual will work closely with data teams across the company to deeply understand the critical operations, business and other data (as relevant) to learn most effective way to leverage that data for insights. Individual will play an important role as a "customer" of the data for influencing future state data architecture.

Analytics - Employ a range of analytical techniques to identify business opportunities and make strategic recommendations . Individual will identify the right series of analytics approach for each individual situation, understand the strengths and weakness of the model and effectively incorporate those into the overall recommendation. Individual will work closely with partner AI and data teams to identify opportunities to leverage new/additional analytical approaches into the operation.

Strategy - Using a background of proven business acumen, make analytically grounded strategic recommendations to the business using clear and effective business case approach . The individual will think far beyond "tomorrow" to identify truly transformational opportunities for change through partnership with the business, operations, and other horizontal teams (ex: AI). The individual will have the opportunity to be engaged strategic discussion at the CX&O level as well as the operations group where they focus.

Communications - Leverage critical deck building skills, partnering with key executive stakeholders across the organization that leverage CX&O insights to create compelling business case/ stories that influence outcomes with the most senior executives across the company . Leverage deep skillset in data visualization to communicate data driven insights, storytelling and business case analysis . Individual will be highly adept and distilling deep analytical work, modeling, and insights for partners ranging from analytics leaders to key business partners.

Teamwork - Role will partner close with Operations, Finance, and key business teams across the company . Individual will be a key partner for CX&O teams, acting as the resource for insights, data generation and strategic deck building. Individual will work closely with Finance in development of business case analysis, budgeting, strategic decision making, etc. Finally, the individual will have the opportunity to work broadly across the business in both a strategic and analytical capacity partnering to generate future state strategy and insights.

Qualifications

• Undergraduate degree in Math, Economics, Statistics, Engineering , Business or related field is required

• M.B.A. or other relevant graduate degree in Math, Economics, Statistics, or Engineering is preferred

• 10 + years of experience with business, operations or similar applicable experience

• 5 + years of people leadership experience is required

• At least 4 years of work experience in consulting or business analysis

• The preferred candidate will have experience in operational analytics, demand forecasting or workforce analytics

• The preferred candidate will have experience leveraging SQL in a business environment

• Strong analytical and finance skills are required

• Strong verbal and written communication and presentation skills, including an ability to present work products to senior executives

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 177,900 - 296,500 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 and long term incentive plan.

We want you to be healthy, balanced, and feel secure. That's why 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) with company match, 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, visit Life at Cigna Group .

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: 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.