NPS and Customer Insights Analyst at Cigna

Job Description

Under the direction of the Customer Experience Supervisor, the NPS (Net Promoter Score) and Customer Insights Analyst will be responsible for understanding the end-to-end customer experience and leveraging the tools available to provide meaningful insights and action focused outputs.

This position involves working collaboratively as one team to gather customer information, transactional behaviours and quantitative and qualitative data, such as feedback from customer surveys to help drive and support our strategic initiatives and achieve our NPS targets.

You will perform a crucial role in the development and implementation of customer journey analytics and insights in collaboration with key stakeholders. To ensure effectiveness, this position will also be responsible for identifying, implementing and monitoring metrics to measure performance in these areas and to develop action plans and objectives to continuously improve.