Role Purpose

GIH has established strategic priorities across Access to Care, Claims, Customer Services and Complaints, delivered through GIH, IHDS and Tiger Team

initiatives. The Operational Strategy & Effectiveness Analyst supports the delivery of operational improvement activity by analysing performance data,

identifying improvement opportunities and supporting the implementation of sustainable and measurable improvements.

Reporting to the Operations Strategy Execution and Insights Manager, the role plays a key role in supporting the translation of operational insight and

strategic priorities into structured improvement activity. Working closely with operational teams, experience leads and insight colleagues, the role provides

analysis, coordination and reporting support to help improve customer experience, operational performance and ways of working across GIH.

The role contributes to continuous improvement by using data and insight to understand performance, identify opportunities, support decision-making and

help ensure improvement activity delivers measurable outcomes.

Key Responsibilities

Operational Improvement & Effectiveness

• Analyse operational performance, customer insight and process data to identify improvement opportunities.

• Support reviews of existing processes to identify opportunities to improve efficiency, customer experience and operational outcomes.

• Conduct structured analysis and root cause investigation to support recommendations for improvement.

• Support the development and implementation of sustainable process improvements.

• Research best practices and contribute ideas to improve operational effectiveness.

• Support continuous improvement activity aligned to GIH and IHDS strategic priorities.

Insight, Data & Reporting

• Use operational data and customer insight to identify trends, themes and opportunities for improvement.

• Produce analysis, reports and supporting materials to inform decision-making.

• Support governance reporting by providing accurate updates on progress, actions, risks and dependencies.

• Maintain visibility of assigned improvement activity through effective tracking and reporting.

• Use tools such as Excel and Salesforce reporting to analyse information and support operational insights.

Strategic Initiative Support

• Support defined workstreams within GIH and IHDS operational improvement initiatives.

• Coordinate activities, actions and updates across relevant stakeholders.

• Track progress against agreed milestones and highlight risks, issues and dependencies.

• Support Tiger Team activity through analysis, reporting and coordination.

• Contribute to ensuring improvement activity remains aligned to agreed objectives and expected outcomes.

Stakeholder Collaboration

• Work collaboratively with operational teams, experience leads, insight teams and wider stakeholders.

• Support improvement discussions by providing analysis, updates and recommendations.

• Build effective relationships across functions to enable successful delivery of improvement activity.

• Support the resolution of straightforward operational challenges through structured analysis and problem solving.

Continuous Improvement & Measurement

• Contribute to identifying opportunities to improve customer experience, operational performance and colleague experience.

• Support measurement of improvement activity to understand impact and sustainability.

• Monitor outcomes of implemented improvements and highlight emerging risks or opportunities.

• Share insights and recommendations to support ongoing operational improvement.

Experience Required

• Experience in operational improvement, business analysis, process improvement, reporting or similar roles.

• Experience analysing data and using insights to identify trends, issues and improvement opportunities.

• Experience supporting projects, improvement initiatives or defined workstreams.

• Experience working collaboratively with multiple stakeholders across different functions.

• Experience producing reports, analysis or governance materials.

• Experience within operational environments such as customer service, healthcare, financial services or contact centres would be desirable.

Skills & Attributes

• Strong analytical skills with the ability to interpret data and translate insights into practical recommendations.

• Strong Excel skills and confidence working with operational data.

• Experience using Salesforce reporting or similar reporting tools would be highly desirable.

• Ability to structure problems, investigate root causes and recommend practical solutions.

• Strong organisation and prioritisation skills with the ability to manage multiple activities.

• Good communication skills with the ability to explain analysis and insights clearly.

• Strong attention to detail and commitment to accurate reporting.

• Collaborative approach with the ability to build effective working relationships.

• Proactive mindset with an interest in operational excellence and continuous improvement.

• Comfortable working in a fast-paced environment with changing priorities.

About The Cigna Group