Program Management Analyst - Cigna Healthcare

Post-Sale Tracking Engineer & Digital Insights Analyst Role Purpose The Post-Sale Tracking Engineer & Digital Insights Analyst will lead the development of reporting, analysis and insight generation across post-sale digital experiences for International Health Customer Experience. He/ She is also responsible for designing, implementing, governing and maintaining the digital measurement framework and tagging across post-sale digital platforms. The role is responsible for bringing together digital behavior, experience feedback, technical performance, operational outcomes and support-demand signals to create a coherent view of how members experience digital platforms. The role will translate complex data into clear findings and recommendations that help Product, Customer Experience, Technology and Operations teams priorities improvements. Working closely with Product, Technology, Digital Experience teams and analytics platform partners, this role acts as the technical owner of analytics instrumentation and data quality across the post-sale digital landscape. Working closely with the Post-Sale Digital Analytics Lead, the role will ensure reporting is reliable, consistent and connected to sufficient diagnostic detail to support decisions and action. Key Responsibilities 1. Post-Sale Digital Insights and Reporting • Run and continuously improve the post-sale digital insights reporting strategy, dashboards and recurring performance reports. • Develop clear executive summaries, experience scorecards and diagnostic views for leadership, Product, Customer Experience and Technology stakeholders. • Create regular insight narratives that explain performance trends, material risks, data limitations, priority opportunities and recommended actions. • Support the Post-Sale Digital Analytics Lead in preparing and running digital insights governance forums. 2. Digital Measurement and Instrumentation • Design, implement and maintain digital tracking frameworks across member-facing digital platforms. • Define event-tracking requirements, measurement specifications and tagging architecture for new or updated features and existing customer journeys. • Partners with Product Managers, UX teams, developers and platform owners to embed analytics requirements into delivery processes. • Develop and maintain measurement plans, event taxonomies, data dictionaries and implementation documentation. • Ensure tracking coverage across priority journeys 3. Generate Actionable Customer and Journey Insights • Analyze priority post-sale journeys to identify friction, failure, confusion, abandonment, repeat attempts and recovery behavior. • Conduct deep-dive analysis into journey performance, experience breakdowns and emerging customer pain points. • Translate analysis into practical recommendations and prioritization opportunities for Product, Customer Experience, Technology and Operations teams. • Track the impact of digital improvements, releases and experience interventions, and identify where further action is required. • Differentiate between observed findings, potential hypotheses and areas where evidence is insufficient. 4. Analytics Platform Configuration and Administration • Configure, maintain and support analytics platforms used across the post-sale analytics ecosystem. • Support implementation and governance across Google Analytics 4, Adobe Analytics / Adobe Customer Journey Analytics, Dynatrace, Verint and other approved platforms. • Manage platform configuration standards, access requirements, implementation controls and technical documentation. • Coordinate with Enterprise Analytics teams, Technology partners and external vendors on tagging enhancements, integrations and upgrades. Other key responsibilities: • Bring together digital behavior, Voic