Customer Service Lead Representative

Job Description:

Under the direction of the Customer Experience Supervisor, the NPS 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.

Key Responsibilities:

• Review, record and trend feedback from surveys and other insights.
• Monitor metrics, dashboards and reports to identify key drivers and opportunities to improve customer experience and track the impact of initiatives.
• Deliver reporting and insights to management and key stakeholders, translating feedback to tangible actions.
• Provide recommendations that drive action through the effective use of data, customer insight analysis and presentation skills.
• Suggest improvement opportunities gained through all aspects of the role, following up until they are implemented and measuring impact on customer experience, identifying further refinements needed.
• Conduct deep-dive investigations and root cause analysis, leading to corrective actions and process improvements.
• Regularly engage with business partners to ensure the voice of the customer is heard and interdepartmental actions are taken to drive enhancement of the customer experience.
• Conduct member outreaches, as required, following NPS surveys.

Minimum Requirements

• Proven track record of delivering high quality customer service
• Proven track record on data analysis, specifically cleaning/preparation, exploration, visualization and reporting
• Proven track record of Business and Marketing analysis
• Proficient in Microsoft Office, specifically Excel and PowerPoint
• Excellent knowledge any of the following languages and visualization tools or similar: R, Python, Power BI, Tableau, Qlik
• Excellent knowledge of business processes, products, benefits, and compliance

Competencies

Customer Focus

Collaborates

Communicates Effectively

Balances Stakeholders

Being Resilient

Action Oriented

Optimises Work Processes

Other skills/requirements

• Takes ownership of the complete customer experience, and enhances it at every opportunity
• Ability to assertively engage with internal and external customers at all levels
• Target orientated, meeting timelines and deliverables
• Work efficiently with both speed and accuracy when performing tasks
• Customer centric with the ability to be diplomatic and empathic, while following process and guidelines
• Highly motivated and resilient with excellent team working skills
• Excellent communication and organisational skills, with high attention to detail
• Strong analytical and statistical skills
• Ability to identify areas of improvement across any segments and assist in creating and implementing solutions
• Confident and able to constructively challenge decisions if necessary
• Able to seek out best practice in order to effectively deal with diverse, complex and highly sensitive issues

Confidently manage conflict and find workable solutions

About The Cigna Group

Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.