Senior Manager, CSO Strategy & Analytics (Remote)

Cigna Health and Life Insurance Company; Missouri; Remote; USD 131,000 - 218,000; Full time

Benefits offered by this job

Health benefits

401(k)

Life insurance

Tuition reimbursement

Paid time off (minimum 18 days)

Paid holidays

Leaves of absence

Job summary

The Cigna Group is seeking a Senior Manager to lead Customer Service Operations (CSO) Demand Forecasting & Analytics. You will manage a team of analysts, partner with Operations, Workforce Management, Product and Technology, and guide the development of analytic models and compelling business cases that influence staffing and strategy.

You will publish long- and short-range forecasts for multiple lines of business, identify opportunities from new intents, and influence decisions with data-driven

Qualifications

• Bachelor’s degree in Math, Economics, Statistics, Engineering, Business or related field preferred.
• MBA or other relevant graduate degree in Math, Economics, Statistics, or Engineering.
• 2+ years of people leadership experience
• Eight or more years of relevant analytics or management consulting experience
• Strong analytical and finance skills; proficiency in analytics-focused coding languages (SQL, Python, or R)

Responsibilities

• Publish call volume, chat volume and average handle time long-range and short-range forecasts across US Employer (USE) and PBS lines of business.
• Identify and size new pieces of intent and ensure timely capture to enable staffing strategies.
• Lead and support strategic efforts such as Tech investments and deployment of AI capabilities in the C&CE ecosystem.
• Provide guidance on test design and analytics and deploy recommendations on deployment timing and staffing strategy.
• Act as a key thought partner for executives and direct reports.

Skills

Management consulting

Communication skills

Project leadership

Cross‑functional collaboration

Business modeling

Analytics tools (SQL)

Python

R

Education

Bachelor’s degree in Math, Economics, Statistics, Engineering, Business or related field

MBA or other relevant graduate degree in Math, Economics, Statistics, or Engineering

Tools

SQL

Python

R

Job description

The Cigna Group is seeking a Senior Manager to lead Customer Service Operations (CSO) Demand Forecasting & Analytics. You will manage a team of analysts, partner with Operations, Workforce Management, Product and Technology, and guide the development of analytic models and compelling business cases that influence staffing and strategy.

You will publish long- and short-range forecasts for multiple lines of business, identify opportunities from new intents, and influence decisions with data-driven