**Summary:** Provide analytical and advisory support to improve business operations and customer experience outcomes within Cigna’s Integrated Pharmacy model.

This role evaluates customer issues, pharmacy-related interactions, and integrated medical and pharmacy data—with a focus on Home Delivery Pharmacy—to identify trends, risks, and improvement opportunities. Partners with cross-functional teams across pharmacy, medical, and customer service operations to support performance management efforts, enhance end-to-end member experience, optimize care coordination, and enable cost-effective outcomes aligned to an integrated care approach.

**Key Responsibilities:**

**Customer Experience & Performance Insights**

+ Analyze customer issues, complaints, and escalations to identify recurring themes, drivers and operational gaps
+ Review and interpret customer experience feedback (e.g., surveys, qualitative inputs) to surface trends, risks, and improvemen...