POSITION SUMMARY

Our Customer Service Operations team is comprised of a national footprint of internal and outsourced contact centers serving our many Members and Providers as they use their Cigna benefits.

The Resource Planning team partners with the contact center team to achieve its business goals by optimizing operational performance.This is accomplished using a shared service model with specialized Advisors who provide Demand and Capacity Planning, as well as business data insights and analytics support in order to ensure exceptional service outcomes for our members and clients. Accurate demand forecasts are essential for managing the cost and quality of the service we provide to our customers.

As the Resource Planning Advisor, you are responsible for long range forecasting, project analysis, consolidation of actual volume and cost information and ad hoc analytical support. The Resource Planning Advisor collaborates with finance, operations partners and others to ensure the accuracy of our financial results, variance drivers, and risk mitigation plan. This is a high visibility role that works acrossthe contact centerleadership team.

You will require strong forecasting skills, the ability to develop effective partnerships within the team and across the organization, and the analytical expertise to independently deliver forecasting models that are both statistically sound and easily explained.

This position is in office aligned and will require the flexibility to perform onsite 3 days per week at a designated Cigna office facility.

What you will do

• Develop and manage long, medium and short range volume and capacity forecasting models.


• Monitor gap analysis related to operational and financial performance.


• Analyze customer data such as contact volume, communications, and client or internal business changes; maintain and improve inbound member call forecasting models.


• Partner with teams across the broader enterprise to understand operational processes and requirements, and to identify continuous improvement strategies.


• Leverage data and predictive analysis to clearly articulate problems and influence decisions that support the strategic direction.


• Advise senior management of potential budgetary risks and coordinate with appropriate departments to resolve gaps, output issues, or other problems.


• Ensure that month end financial close is accurate and timely, working with work stream leaders, accounting, and finance.


• Consolidate data from numerous systems into a single source of truth.


• Communicate key information across the enterprise to build awareness of volume, metrics and significant variations in performance.


• Identify and implement technology to automate and improve the forecasting process.

What you will need

• BA/BS in Finance, Accounting, Economics or similar curriculum preferred.


• 5+ years progressive experience as a business operations analyst with forecasting and capacity planning experience.


• Excellent communication (oral and written), facilitation, and presentation skills.


• Ability to prioritize and meet timelines and deadlines.


• Proven ability to perform in-depth data analysis and present insights in a clear manner.


• Strong analytical and technical skills.


• Demonstrated knowledge of MS Office software, specifically Excel and PowerPoint.


• Knowledge of SQL or Hyperion is a plus.


• Ability to adapt in a dynamic work environment, learn quickly, solve problems and make decisions with minimal supervision.


• Advanced problem solving skills and the ability to work collaboratively with other departments to resolve complex issues with innovative solutions.


• Experience in modeling sequential data, statistical forecasting, and time series models (ARIMA, SARIMA with seasonality and trends)preferred.

If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.

About The Cigna Group

Doing something meaningful starts with a simple decision, a commitment to changing lives. At The Cigna Group, we're dedicated to improving the health and vitality of those we serve. Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients. Join us in driving growth and improving lives.

Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.

If you require reasonable accommodation in completing the online application process, please email: SeeYourself@cigna.com for support. Do not email SeeYourself@cigna.com for an update on your application or to provide your resume as you will not receive a response.

Qualified applicants with criminal histories will be considered for employment in a manner
consistent with all federal, state and local ordinances.

The Cigna Group has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State.