Role Purpose

GIH has established clear ownership of its core customer experiences across Access to Care, Claims, and Customer Services, and Complaints. To support this

model, Insight & Operational Enablement Analysts provide high-quality customer and operational insight and analytical support to help operational teams

understand performance, identify trends and track agreed improvement activity.

Reporting to the Customer & Operational Insights Manager, the Insight & Operational Enablement Analyst is responsible for producing accurate, timely and

actionable insight across customer and operational performance. The role supports decision-making by bringing together customer feedback and operational

data into clear analysis, reporting and insight outputs.

The role also provides analytical and coordination support to help operational teams track agreed actions and initiatives, ensuring information is available to

evidence progress and outcomes.

Key Responsibilities

Customer & Operational Insight

• Produce regular and ad-hoc reporting on customer and operational performance across Access to Care, Claims, Customer Services, and

Complaints.

• Analyse customer feedback, operational data and production metrics to identify trends, patterns and emerging issues.

• Support root cause analysis by identifying potential drivers of customer issues, inefficiencies and performance variation.

• Combine multiple data sources to produce clear, structured insight outputs for operational teams.

• Maintain high standards of data accuracy, consistency and quality across all reporting and analysis.

• Support the creation of dashboards, reports and presentations used by operational teams and leadership forums.

Voice of Customer

• Analyse customer feedback from surveys, complaints and interaction channels including voice, chat and email.

• Identify recurring themes and trends in customer experience.

• Support the production of Voice of Customer reporting for operational and leadership use.

• Ensure customer feedback is clearly reflected in insight outputs alongside operational performance data.

Operational Enablement Support

• Maintain trackers and logs of agreed operational actions and improvement activity.

• Provide analysis and reporting on the status and progress of operational initiatives.

• Support the preparation of information used in governance forums, performance reviews and operational meetings.

• Assist in collating data to evidence outcomes from operational changes and improvements.

• Highlight risks, delays or issues identified through data and reporting.

• Support operational readiness activities by providing data, analysis and insight as required for new processes or changes.

Continuous Improvement Support

• Support operational teams by providing data and analysis to inform improvement activity.

• Assist with identifying opportunities for process simplification and improved customer outcomes.

• Provide analytical input to support review of existing processes and ways of working.

• Contribute to improvements in reporting, data quality and insight outputs within the team.

Stakeholder Support

• Work closely with the Customer & Operational Insights Manager and Insight Analysts to deliver agreed priorities.

• Respond to requests for analysis and reporting from operational teams.

• Present data and insight in a clear and structured format appropriate to the audience.

• Build effective working relationships with operational teams across Access to Care, Claims, Customer Services, and Complaints.

Experience Required

• Experience working with data in an analytical, reporting or operational support role.

• Experience within customer service, operations or contact centre environments is desirable.

• Experience producing reports, dashboards or structured analysis.

• Experience working with customer or operational data sets is desirable.

Skills & Attributes

• Strong analytical skills with ability to interpret data accurately.

• Good attention to detail and commitment to data quality.

• Ability to organise and present information clearly.

• Strong communication skills, both written and verbal.

• Ability to manage multiple tasks and priorities.

• Curious and proactive approach to understanding data and performance.

• Comfortable working in a fast-paced, changing environment.

• Team-focused with a willingness to support wider operational needs.

• Good proficiency in Excel and PowerPoint; exposure to reporting tools desirable.

About The Cigna Group