Operating Effectiveness Senior Advisor

Job Posting Title: Digital Operations – Embedded Digital Ops Lead – Operating Effectiveness Sr Advisor

Job Description

As a member of the Digital team, you will join a team transforming health care and health services for over 170M people worldwide. Our team is constantly innovating and expanding into new verticals and capabilities, while building and maintaining some of the best-in-class healthcare brands and products on the market.

The primary objective of the Digital Product Operations Lead for Customer Engagement role is to own adoption and execution of strategic operational processes at a localized Digital Consumer level. This dedicated position will bridge the gap between centralized strategic process definition and operational execution enabling the ability for customization of processes where appropriate to meet varying needs and focus of our teams. With this hub and spoke process model, you will help the Digital organization foster a more consistent, Agile, and efficient way of working. This position will report to the Digital Customer Engagement Managing Director for the Customer Engagement Horizontal.

You will be responsible for partnering with the centralized Digital Operations leadership team on process development, ensuring that the nuances of our different ways of working are accounted for and then executing locally withing your team. Examples of operational processes you will directly support include but are not limited to financial management, intake workflows, executive status reporting, strategic meeting administration, onboarding operations and other critical enablement activities. Working under the leadership of the Digital Customer Engagement Horizontal, you will become deeply familiar with the products, marketing, and services your team provides. This role requires you to be fluent in some of the critical technologies and Agile delivery practices with proficiency in others and have a hunger to learn on the job and add value.

We value our talented employees, and whenever possible strive to help one of our associates grow professionally before recruiting new talent to our open positions. If you think the open position, you see is right for you, we encourage you to apply! Our people make all the difference in our success.

Primary Responsibilities:

Strategic Process Liaison: Works with the centralized Digital Product and Marketing Operations team to drive localized adoption of our operations strategy and process activation within your local team

Change Management & Governance: Ensures that the proper operational controls, communications, governance, and engagement actions are in place to effectively meet expectations with a feedback loop for evolution and refinement.

Financial Management: Manages financial operations for the sub-organization in alignment with Enterprise and Digital expectations including forecasting, run/burn rates, resource allocations etc. for both baseline and portfolio funding sources.

Intake & Estimation: Owns off-cycle intake process workflows across tools including Wrike, Pathfinder, Jira, and Clarity ensuring accurate and speedy coordination across stakeholders

Executive Reporting: Provide on-going information and summarized views that provide insights into to the planning of demand for your teams

Continuous Improvement: Looks for methods to improve quality, efficiency, and productivity, reduce costs, increase profits, or improve control measures.

Logistics: Assists with logistics and administration of strategic forums such as Annual Planning, PI Planning Events, Staff Meetings, etc.

Enterprise Operating Model: Partners with Enterprise Agile / Technology Tools teams to help drive Agile maturity within the organization and optimize both the Enterprise and Digital operating models while enabling a metrics-driven culture

Metrics: Measure and monitor whether actions achieved intended goals and revise plans as needed.

Change Management: Ensures that the intended outcomes of operational process priorities and the “why” remains the focus through the definition, adoption, and enforcement cycle within your respective organization

Customer Service: Drives a customer service-oriented approach with a focus on building relationships with people at all levels of the organization

Qualifications & Experience:

Bachelor’s degree and 5 years’ experience in Technology is required; experience with Technology Products and Marketing in a healthcare environment is preferred

Experience with Clarity, Tableau, Wrike, Jira and related systems preferred

Excellent verbal and written communication skills is required; individual must be polished, professional, and have experience interacting with senior leadership. Must demonstrate a high “EQ” (emotional intelligence) in all situations

Understanding of finance, systems, and broad experience with the full range of product and marketing functions and systems

Experience with workflow optimization and process waste reduction

Enterprise thinker with proven ability to influence across a matrix environment.

Ability to develop strong relationships across all levels of the organization, and with external partners.

Demonstrated results in being able to think strategically, anticipate future consequences and trends, and incorporate them into both a short-term and long-term strategic plan.

Demonstrated record of success in driving effective, sustainable change

Ability to think creatively and facilitate solutions to problems and obstacles

Ability to develop, communicate and gain ownership around vision and direction

Exemplary attention to detail

Self-directed achiever who identifies opportunities to drive value and takes the lead, able to act and react with necessary speed and priority

Strategic thinking and strong business acumen is required; must be able to track to goals and deadlines in the context of the big picture

Change leader who will be proactive in assisting in positive growth for the future

Flexibility to change course based on business needs is required

Have a passion to learn with a desire to simplify

Experience with Agile methodology and Jira is preferred

Cigna invites individuals from all backgrounds to be a part of a diverse environment, where differences are embraced and put forth as a core component of the culture. Your experiences and insights are a pivotal piece to our success, and commitment to making healthcare more affordable and accessible for all.

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.

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.