Position Summary
The Operations Analytics and Automation Advisor advances operational excellence across Individual Dental by transforming operational data into actionable insights, scalable reporting, and automated solutions. This role partners with Operations, Technology, Finance, Reporting, Vendor Management, and other business teams to improve performance visibility, strengthen analytical processes and controls, reduce manual effort, and support informed decision-making.
The Advisor leads the development and optimization of operational reporting, dashboards, scorecards, analytical tools, and workflow automation solutions. The role evaluates performance trends, identifies risks and improvement opportunities, conducts root cause analysis, and translates complex information into clear recommendations for business leaders and operational partners.
This position also serves as a subject matter expert and trusted advisor for operational analytics, performance measurement, reporting automation, and continuous improvement. The Advisor helps establish sustainable analytical capabilities that support the launch, stabilization, ongoing management, and future growth of Individual Dental Operations.
Core Accountabilities and Responsibiltiies
Operational Analytics and Business Insights
- Develop analyses, insights, and recommendations that support strategic planning, operational decision-making, and performance improvement across Individual Dental Operations.
- Monitor and analyze operational, customer, financial, and key performance indicator data to identify trends, emerging risks, performance gaps, and improvement opportunities.
- Partner with business and process owners to assess operational performance, understand underlying drivers, and evaluate customer and business impacts.
- Conduct root cause analyses of operational issues and performance variances, quantifying impacts when reliable data is available.
- Translate complex analytical findings into clear, concise, and actionable recommendations for operational leaders and cross-functional stakeholders.
- Develop analytical approaches that connect performance results with business processes, operational decisions, customer outcomes, and improvement opportunities.
- Identify meaningful relationships across operational data sources to provide a more complete view of performance and business health.
- Support leadership reviews, business planning, and operational governance through accurate, timely, and decision-oriented analysis.
- Clearly distinguish validated findings from assumptions, estimates, and areas requiring further investigation.
Reporting, Dashboards, and Performance Visibility
- Lead the development, maintenance, and optimization of operational reports, dashboards, scorecards, and analytical tools supporting customer, operational, and vendor performance management.
- Partner with business stakeholders to define reporting requirements, intended business outcomes, performance measures, data needs, and audience expectations.
- Design reporting solutions that provide leaders and process owners with clear visibility into performance, risks, trends, and required actions.
- Evaluate existing reporting processes to identify duplication, manual effort, gaps, inconsistencies, and opportunities for consolidation or automation.
- Document the inventory, purpose, ownership, frequency, data sources, dependencies, and effort associated with recurring operational reporting.
- Establish sustainable processes for maintaining, reviewing, updating, and retiring operational reports and dashboards.
- Support the development of self-service reporting capabilities that enable authorized users to access appropriate operational insights while maintaining necessary controls.
- Ensure reporting products are understandable, appropriately documented, and aligned with the decisions or actions they are intended to support.
- Continuously assess whether reporting remains relevant, efficient, and aligned with evolving business priorities.
Automation and Workflow Optimization
- Design, develop, and implement automated reporting, analytical, and workflow solutions using approved enterprise tools and platforms.
- Identify high-value automation opportunities by evaluating manual effort, process volume, complexity, risk, scalability, and potential business benefit.
- Develop solutions that reduce repetitive work, improve reporting timeliness, strengthen consistency, and allow operational teams to focus on higher-value activities.
- Partner with Technology, Reporting, Operations, and other stakeholders to define requirements and select appropriate approaches for automation opportunities.
- Apply tools such as Microsoft applications, Excel, Power Platform, Alteryx, Tableau, and other approved analytics or automation platforms, based on business requirements and organizational standards.
- Incorporate appropriate documentation, testing, validation, exception handling, and business controls into automated solutions.
- Monitor implemented solutions for reliability, accuracy, adoption, and continued alignment with business requirements.
- Maintain clear documentation of solution logic, data inputs, business rules, dependencies, outputs, ownership, and maintenance requirements.
- Support the transition of automated solutions into sustainable operating models with defined ownership and support expectations.
- Ensure automation supplements appropriate business judgment and does not obscure accountability for operational decisions.
Artificial Intelligence and Advanced Analytics Enablement
- Identify responsible opportunities to use artificial intelligence and generative AI to improve analytics, reporting, research, workflow efficiency, and decision support.
- Evaluate proposed AI-enabled use cases based on business value, operational feasibility, data availability, risk, scalability, and alignment with approved enterprise standards.
- Develop or support AI-enabled solutions that simplify recurring work, accelerate analysis, improve access to operational information, or strengthen business decision support.
- Partner with appropriate Technology, Data, Security, Privacy, Compliance, and business stakeholders when evaluating or implementing AI-enabled capabilities.
- Establish clear human review and validation expectations for AI-generated analyses, summaries, recommendations, and reporting outputs.
- Monitor the effectiveness and reliability of AI-enabled solutions and identify issues requiring remediation, redesign, or additional controls.
- Promote responsible use of AI by ensuring that solutions follow applicable policies and do not expose protected, confidential, or restricted information.
- Help operational teams understand appropriate AI use cases, limitations, validation requirements, and accountability expectations.
KPI and Operational Performance Management
- Support the development, documentation, measurement, and ongoing monitoring of key performance indicators for Individual Dental Operations.
- Partner with operational leaders and process owners to ensure measures have clear definitions, accountable owners, reliable data sources, and understood business purposes.
- Develop reporting and analytical approaches that allow leaders to evaluate performance against established operational objectives and expectations.
- Analyze performance results to identify trends, risks, inconsistencies, and opportunities for corrective action or continued improvement.
- Evaluate the relationships among key indicators to help leaders understand performance drivers rather than relying on isolated measures.
- Support the development of performance baselines, targets, thresholds, and escalation criteria when directed by accountable business owners.
- Maintain documentation supporting metric definitions, calculation methodologies, data sources, assumptions, exclusions, and reporting frequency.
- Partner with operational teams to validate that key performance indicators continue to reflect the intended business outcome.
- Recommend modifications to measures or reporting methodologies when business processes, data sources, or operational priorities change.
Vendor Performance Analytics
- Develop and maintain reporting and analytical capabilities supporting vendor oversight and operational performance management.
- Monitor relevant vendor performance against established contractual requirements, service-level expectations, operational objectives, and customer experience measures.
- Partner with Vendor Management, Operations, Finance, and vendor representatives to validate performance data, identify reporting gaps, and improve measurement methodologies.
- Conduct analyses that identify performance trends, recurring issues, operational risks, and potential improvement opportunities.
- Support vendor performance reviews by preparing clear, accurate, and actionable reporting for accountable business leaders.
- Assist in evaluating the operational impact of vendor performance issues and tracking agreed corrective actions or improvement initiatives.
- Help reconcile inconsistencies among internal data, vendor-provided reporting, and contractual measurement definitions.
- Support the development of appropriate reporting controls and documentation for vendor performance information.
- Provide analytical support for vendor transitions, service changes, implementation activities, and operational stabilization efforts.
Data Quality, Reporting Controls, and Governance
- Establish and maintain appropriate controls supporting the accuracy, completeness, consistency, and traceability of operational reporting.
- Validate reporting outputs and analytical results before distribution, particularly when information will be used for executive decisions, vendor management, financial assessment, compliance, or customer-impacting actions.
- Document data sources, calculation logic, assumptions, exclusions, dependencies, refresh schedules, business rules, and known limitations.
- Identify reporting discrepancies, data-quality concerns, and control gaps, coordinating investigation and remediation with accountable teams.
- Support reconciliation processes where multiple reports or data sources produce conflicting results.
- Maintain version control and change documentation for critical reports, dashboards, metrics, and automated solutions.
- Ensure that access to operational data and reporting solutions is aligned with approved business needs and applicable organizational requirements.
- Support audit, compliance, and governance reviews by providing relevant documentation, analytical explanations, and evidence of established controls.
- Escalate material concerns regarding data integrity, reporting reliability, or unsupported business conclusions to appropriate stakeholders.
Process Improvement and Operational Modernization
- Lead or support continuous improvement initiatives focused on operational effectiveness, reporting efficiency, scalability, and customer or employee experience.
- Analyze existing workflows to identify unnecessary complexity, manual handoffs, duplication, bottlenecks, control weaknesses, and opportunities for standardization.
- Use structured problem-solving and process-improvement methods to identify root causes and develop practical recommendations.
- Partner with process owners to redesign workflows, clarify responsibilities, strengthen controls, and improve measurable outcomes.
- Evaluate the potential value and operational impact of proposed improvements before implementation.
- Support pilot activities, implementation planning, change readiness, performance measurement, and post-implementation assessment.
- Help develop scalable processes and analytical capabilities that can evolve as Individual Dental Operations matures.
- Promote continuous improvement by helping business teams use operational data and performance insights in routine decision-making.
- Support broader transformation and modernization initiatives that affect customer operations, reporting, vendor performance, or business management.
Strategic Planning and Business Support
- Provide analytical support for strategic initiatives, business transitions, operational planning, and enterprise projects affecting Individual Dental.
- Represent operational analytics and automation requirements in cross-functional planning and implementation discussions.
- Help define business needs, expected value, operational impacts, reporting requirements, dependencies, and success measures for proposed initiatives.
- Develop analyses and decision-support materials that help leaders evaluate alternatives, risks, tradeoffs, and investment priorities.
- Support business-case development by providing relevant operational data, effort estimates supplied by accountable stakeholders, performance insights, and benefit assumptions.
- Track and report progress against approved objectives, milestones, and performance measures.
- Identify analytical or reporting capabilities needed to support new products, vendors, processes, technologies, and operating models.
- Support operational readiness by ensuring required reporting, dashboards, metrics, and analytical processes are prepared for implementation.
- Provide concise leadership updates concerning analytical findings, performance risks, automation progress, dependencies, and decisions requiring attention.
Cross-Functional Partnership and Advisory Support
- Partner with Operations, Reporting, Technology, Finance, Vendor Management, Product, Compliance, and other business teams to achieve strategic and operational objectives.
- Serve as a trusted advisor and subject matter expert for operational analytics, reporting, performance measurement, automation, and workflow improvement.
- Build effective working relationships across organizational boundaries and influence outcomes without relying on direct authority.
- Facilitate discussions that translate business challenges into defined analytical, reporting, or automation requirements.
- Communicate technical and analytical concepts in language appropriate for operational leaders, process owners, and other nontechnical stakeholders.
- Clarify ownership, responsibilities, dependencies, and decision rights when coordinating cross-functional work.
- Support knowledge transfer and capability development so that analytical and automated solutions can be sustained by the appropriate teams.
- Promote consistent practices for reporting, documentation, measurement, and solution governance across Individual Dental Operations.
Qualifications
Required
- Bachelor’s degree in Business, Analytics, Finance, Information Systems, Operations, or a related discipline, or an equivalent combination of education and relevant professional experience.
- At least two years of experience in healthcare analytics, business analytics, operational reporting, performance management, or a related field.
- Experience developing and managing performance reports, dashboards, scorecards, key performance indicators, and operational analyses for internal or external business partners.
- Demonstrated ability to analyze complex data, identify meaningful trends, conduct root cause analysis, and translate findings into actionable business recommendations.
- Experience gathering and documenting business requirements for reporting, analytics, process-improvement, or automation solutions.
- Experience improving workflows, recurring reporting processes, or other operational activities through process redesign, standardization, or automation.
- Advanced proficiency with Microsoft Excel and experience using reporting, data visualization, analytics, or automation tools.
- Strong problem-solving and critical-thinking skills, including the ability to assess data quality, challenge unsupported conclusions, and recognize analytical limitations.
- Strong organizational and prioritization capabilities, with the ability to manage multiple workstreams, dependencies, and changing business priorities.
- Clear written and verbal communication skills, including the ability to communicate analytical findings to business stakeholders and senior leaders.
- Demonstrated ability to collaborate across functions and influence outcomes without direct authority.
- Ability to document complex analytical processes, business rules, reporting logic, assumptions, and controls in a clear and sustainable manner.
Preferred
- Experience improving, automating, or scaling recurring analytics and operational reporting processes.
- Experience with Alteryx, Tableau, SQL, Microsoft Power Platform, or comparable analytics and automation tools.
- Experience in customer operations, contact center operations, healthcare operations, dental benefits, or another regulated service environment.
- Experience using artificial intelligence or generative AI tools to support analytics, reporting, automation, research, decision support, or operational efficiency.
- Experience with vendor oversight, service-level reporting, or vendor performance management.
- Knowledge of operational risk, regulatory requirements, business controls, data governance, privacy, or compliance practices.
- Experience supporting business transitions, new operating-model implementation, operational stabilization, or enterprise transformation initiatives.
- Experience developing executive-level dashboards, decision-support materials, or performance narratives.
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 Cigna Healthcare
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.
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 need a reasonable accommodation to complete the online application process, please email seeyourself@thecignagroup.com for assistance. Please note that this email inbox is dedicated to accommodation requests only and cannot provide application updates or accept resumes.
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.
Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.
