Program Management Analyst - Cigna Healthcare

Overview

Lead the development of reporting, analysis and insight generation across post-sale digital experiences for International Health Customer Experience, and act as technical owner of analytics instrumentation and data quality.

What you'll do

• Run and continuously improve the post-sale digital insights reporting strategy, dashboards and recurring performance reports.
• Develop executive summaries, experience scorecards and diagnostic views for leadership, Product, Customer Experience and Technology stakeholders.
• Create regular insight narratives explaining performance trends, material risks, data limitations, priority opportunities and recommended actions.
• Support the Post-Sale Digital Analytics Lead in preparing and running digital insights governance forums.
• Design, implement and maintain digital tracking frameworks across member-facing digital platforms.
• Define event-tracking requirements, measurement specifications and tagging architecture for new or updated features and existing customer journeys.
• Partner with Product Managers, UX teams, developers and platform owners to embed analytics requirements into delivery processes.
• Develop and maintain measurement plans, event taxonomies, data dictionaries and implementation documentation.
• Ensure tracking coverage across priority journeys.
• Analyze priority post-sale journeys to identify friction, failure, confusion, abandonment, repeat attempts and recovery behavior.
• Conduct deep-dive analysis into journey performance, experience breakdowns and emerging customer pain points.
• Translate analysis into practical recommendations and prioritization opportunities for Product, Customer Experience, Technology and Operations teams.
• Track the impact of digital improvements, releases and experience interventions, and identify where further action is required.
• Differentiate between observed findings, potential hypotheses and areas where evidence is insufficient.
• Configure, maintain and support analytics platforms used across the post-sale analytics ecosystem.
• Support implementation and governance across Google Analytics 4, Adobe Analytics / Adobe Customer Journey Analytics, Dynatrace, Verint and other approved platforms.
• Manage platform configuration standards, access requirements, implementation controls and technical documentation.
• Coordinate with Enterprise Analytics teams, Technology partners and external vendors on tagging enhancements, integrations and upgrades.
• Bring together digital behavior, Voice of Customer, technical performance, operational outcomes and support-demand data to create a connected experience view.
• Triangulate evidence across multiple data sources rather than interpreting individual metrics in isolation.
• Create and maintain trusted event definitions, calculated measurement logic and analytics-ready datasets.
• Develop dashboards and self-service reporting, and support measurement and reporting governance.
• Engage stakeholders and tell insights through clear storytelling.

What you'll need

• Bachelor's degree in Data Analytics, Statistics, Economics, Business Analytics, Computer Science, Digital Marketing, Engineering or a related discipline.
• 3+ years of experience in digital analytics, product analytics, customer experience analytics, business intelligence or a related insights role.
• Experience in digital analytics implementation, analytics engineering, web or app analytics, product analytics, or a similar technical analytics role.
• Experience analyzing websites, mobile applications, portals or other digital products and customer journeys.
• Hands-on experience implementing tracking for websites, mobile applications, portals or other digital products, including analytics tagging for React Native apps.
• Experience developing dashboards, recurring reporting and senior-stakeholder insight presentations.
• Experience collaborating with Product, Technology, UX, Analytics and external implementation partners.
• Proficiency in data preparation, exploration, visualization, trend analysis and diagnostic analysis.
• Hands-on knowledge of Google Analytics 4, Google Tag Manager and Adobe Customer Journey Analytics.
• Strong analytical thinking and structured problem-solving skills.
• Excellent written, visual and verbal storytelling skills, able to make complex findings clear and actionable.
• High attention to detail and commitment to accurate, reproducible and well-documented analysis.
• Strong collaboration and stakeholder-management skills across technical and non-technical teams.
• Ability to manage multiple priorities and deliver with both speed and accuracy.
• Ability to present analytical findings with statistical rigour, distinguishing meaningful patterns from normal variation and communicating assumptions, uncertainty, data limitations and strength of evidence.

Nice to have

• Familiarity with data sources such as Verint, Medallia, Appbot and Dynatrace.
• Experience with reporting and visualization tools such as Power BI, Tableau or Qlik.
• Practical SQL capability, including joining and reconciling multiple datasets and creating reusable analytical datasets.
• Familiarity with APIs, data-integration concepts, digital performance tools such as Dynatrace, and reporting platforms.

Details

• Location: Bengaluru, India.