# Insight & Operational Enablement Analyst

**Company**: Cigna Healthcare
**Location**: Bengaluru, India
**Job type**: full-time
**Category**: Operations
**Industry**: Healthcare

**Apply**: https://cigna.wd5.myworkdayjobs.com/en-US/cignacareers/job/Bengaluru-India/Data-Measurement---Reporting-Analyst---Cigna-Healthcare_26010217?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_2c2d89ed-c0c

## Description

The Insight & Operational Enablement Analyst role at Cigna Healthcare involves providing high-quality customer and operational insight and analytical support to help operational teams understand performance, identify trends, and track agreed improvement activity.

The successful candidate will report to the Customer & Operational Insights Manager and be responsible for producing accurate, timely, and actionable insight across customer and operational performance.

**Key Responsibilities:**

- Produce regular and ad-hoc reporting on customer and operational performance across Access to Care, Claims, Customer Services, and Complaints.

- Analyse customer feedback, operational data, and production metrics to identify trends, patterns, and emerging issues.

- Support root cause analysis by identifying potential drivers of customer issues, inefficiencies, and performance variation.

- Combine multiple data sources to produce clear, structured insight outputs for operational teams.

- Maintain high standards of data accuracy, consistency, and quality across all reporting and analysis.

- Support the creation of dashboards, reports, and presentations used by operational teams and leadership forums.

**Voice of Customer:**

- Analyse customer feedback from surveys, complaints, and interaction channels including voice, chat, and email.

- Identify recurring themes and trends in customer experience.

- Support the production of Voice of Customer reporting for operational and leadership use.

- Ensure customer feedback is clearly reflected in insight outputs alongside operational performance data.

**Operational Enablement Support:**

- Maintain trackers and logs of agreed operational actions and improvement activity.

- Provide analysis and reporting on the status and progress of operational initiatives.

- Support the preparation of information used in governance forums, performance reviews, and operational meetings.

- Assist in collating data to evidence outcomes from operational changes and improvements.

- Highlight risks, delays, or issues identified through data and reporting.

**Continuous Improvement Support:**

- Support operational teams by providing data and analysis to inform improvement activity.

- Assist with identifying opportunities for process simplification and improved customer outcomes.

- Provide analytical input to support review of existing processes and ways of working.

- Contribute to improvements in reporting, data quality, and insight outputs within the team.

**Stakeholder Support:**

- Work closely with the Customer & Operational Insights Manager and Insight Analysts to deliver agreed priorities.

- Respond to requests for analysis and reporting from operational teams.

- Present data and insight in a clear and structured format appropriate to the audience.

- Build effective working relationships with operational teams across Access to Care, Claims, Customer Services, and Complaints.

**Experience Required:**

- Experience working with data in an analytical, reporting, or operational support role.

- Experience within customer service, operations, or contact centre environments is desirable.

- Experience producing reports, dashboards, or structured analysis.

- Experience working with customer or operational data sets is desirable.

**Skills & Attributes:**

- Strong analytical skills with ability to interpret data accurately.

- Good attention to detail and commitment to data quality.

- Ability to organise and present information clearly.

- Strong communication skills, both written and verbal.

- Ability to manage multiple tasks and priorities.

- Curious and proactive approach to understanding data and performance.

- Comfortable working in a fast-paced, changing environment.

- Team-focused with a willingness to support wider operational needs.

- Good proficiency in Excel and PowerPoint; exposure to reporting tools desirable.

## Skills

### Required
- analytical skills
- data analysis
- reporting
- communication skills
- Excel
- PowerPoint

### Nice to have
- customer service experience
- operational experience
- contact centre experience
- data sets experience

---

Source: [Apply at cigna.wd5.myworkdayjobs.com](https://cigna.wd5.myworkdayjobs.com/en-US/cignacareers/job/Bengaluru-India/Data-Measurement---Reporting-Analyst---Cigna-Healthcare_26010217?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)