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Senior Manager, Strategy & Analytics, CSO Forecasting
The Cigna Group. Lead Customer Service & Operations demand forecasting and analytics .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in demand forecasting, analytics, and strategic recommendations within Customer Service Operations, leveraging strong analytical skills and proficiency in analytics-focused coding languages. Proven ability to lead teams, influence stakeholders, and develop high-performing analytics capabilities.
Highest-signal resume keywords
Demand ForecastingAnalytics Strategy SupportTeam LeadershipSQL ProficiencyBusiness Model Development
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Data AnalysisPredictive AnalysisFinancial ModelingOptimization ModelingAnalytical Model DevelopmentForecast ValidationStatistical AnalysisCase Volume ForecastingChat Volume ForecastingAverage Handle Time Forecasting
Soft Skills
Strong Communication SkillsInfluencing SkillsCollaborationCoachingProject Management
Tools & Technologies
SQLPythonR
Certifications & Qualifications
MBA
Industry Keywords
Healthcare ExperienceCustomer ExperienceOperations ManagementBusiness AnalyticsResource Planning
Tech Stack
Tools & technologiesPythonSQL
About the role
Key responsibilities & impact- Lead Customer Service & Operations demand forecasting and analytics
- Provide strategy and analytics support for Customer Service Operations across Medical, Dental, Digital, Chat, and Pharmacy Benefit Services
- Lead a team of business analysts and resource planning professionals
- Collaborate with Operations, Workforce Management, Product, Technology, Business, Finance, and executive partners
- Develop analytical models, insights, and compelling business cases
- Maintain, improve, validate, and publish call volume, case volume, chat volume, and average handle time forecasts
- Identify and size new intent and ensure it is captured accurately and timely for staffing strategies
- Recruit, coach, and develop a high-performing analytics team
- Make analytically grounded strategic recommendations and identify transformational opportunities
- Partner on mid- to long-term data strategy and support technology investments and AI capability deployment
- Assess new data elements, drivers, and modeling techniques; back-test and validate forecast models
- Analyze new intent, business opportunities, forecast variance, and operational drivers
- Guide test design, analytics, deployment timing, and staffing strategy while balancing risk and rewards
- Publish long-range and short-range forecasts across US Employer and Pharmacy Benefit Services lines of business
Requirements
What you’ll need- Bachelor’s degree in Math, Economics, Statistics, Engineering, Business or related field preferred
- 5 years of relevant management consulting or analytics experience
- Strong oral and written communication skills
- Ability to present work products to senior executives and influence buy-in
- Ability to lead large-scale project and program teams and independently drive work forward
- Ability to partner across organizations and roles to influence and deliver work
- Two years of building, managing, or using business models, such as optimization, predictive analysis, or financial / credit modeling
- Strong analytical and finance skills
- Proficiency in an analytics-focused coding language, such as SQL, Python, or R
- MBA or other relevant graduate degree preferred
- 2+ years of people leadership experience preferred
- Eight or more years of relevant analytics or management consulting experience preferred
- Relevant healthcare experience preferred
- Relevant experience in Operations and/or Customer Experience roles preferred
- Four or more years of end-to-end model design and ownership experience preferred
- Home internet connection through a cable broadband or fiber optic provider with at least 10Mbps download/5Mbps upload when working at home
Benefits
Comp & perks- Annual bonus plan eligibility
- Medical benefits
- Vision benefits
- Dental benefits
- Well-being and behavioral health programs
- 401(k)
- Company-paid life insurance
- Tuition reimbursement
- Minimum of 18 days of paid time off per year
- Paid holidays
- Leaves of absence
- Remote work opportunity
- Cable broadband or fiber optic internet service requirement for home working