Jobs / India / Cigna Health And Life Insurance Company
Operating Effectiveness Analyst - Cigna Healthcare
Cigna Health And Life Insurance Company · 🌍 Bengaluru, India
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About the role
Role Purpose GIH has established strategic priorities across Access to Care, Claims, Customer Services and Complaints, delivered through GIH, IHDS and Tiger Team initiatives. The Operational Strategy & Effectiveness Analyst supports the delivery of operational improvement activity by analysing performance data, identifying improvement opportunities and supporting the implementation of sustainable and measurable improvements. Reporting to the Operations Strategy Execution and Insights Manager, the role plays a key role in supporting the translation of operational insight and strategic priorities into structured improvement activity. Working closely with operational teams, experience leads and insight colleagues, the role provides analysis, coordination and reporting support to help improve customer experience, operational performance and ways of working across GIH. The role contributes to continuous improvement by using data and insight to understand performance, identify opportunities, support decision-making and help ensure improvement activity delivers measurable outcomes. Key Responsibilities Operational Improvement & Effectiveness • Analyse operational performance, customer insight and process data to identify improvement opportunities. • Support reviews of existing processes to identify opportunities to improve efficiency, customer experience and operational outcomes. • Conduct structured analysis and root cause investigation to support recommendations for improvement. • Support the development and implementation of sustainable process improvements. • Research best practices and contribute ideas to improve operational effectiveness. • Support continuous improvement activity aligned to GIH and IHDS strategic priorities. Insight, Data & Reporting • Use operational data and customer insight to identify trends, themes and opportunities for improvement. • Produce analysis, reports and supporting materials to inform decision-making. • Support governance reporting by providing accurate updates on progress, actions, risks and dependencies. • Maintain visibility of assigned improvement activity through effective tracking and reporting. • Use tools such as Excel and Salesforce reporting to analyse information and support operational insights. Strategic Initiative Support • Support defined workstreams within GIH and IHDS operational improvement initiatives. • Coordinate activities, actions and updates across relevant stakeholders. • Track progress against agreed milestones and highlight risks, issues and dependencies. • Support Tiger Team activity through analysis, reporting and coordination. • Contribute to ensuring improvement activity remains aligned to agreed objectives and expected outcomes. Stakeholder Collaboration • Work collaboratively with operational teams, experience leads, insight teams and wider stakeholders. • Support improvement discussions by providing analysis, updates and recommendations. • Build effective relationships across functions to enable successful delivery of improvement activity. • Support the resolution of straightforward operational challenges through structured analysis and problem solving. Continuous Improvement & Measurement • Contribute to identifying opportunities to improve customer experience, operational performance and colleague experience. • Support measurement of improvement activity to understand impact and sustainability. • Monitor outcomes of implemented improvements and highlight emerging risks or opportunities. • Share insights and recommendations to support ongoing operational improvement. Experience Required • Experience in operational improvement, business analysis, process improvement, reporting or similar roles. • Experience analysing data and using insights to identify trends, issu