Insight & Operational Enablement Analyst

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.