IOH NPS Data Senior Analyst

Key Responsibilities

NPS, Customer Journey & Cross‑Channel Analytics

• Own end‑to‑end NPS analysis across IOH touchpoints, performing deep‑dives on verbatims to identify experience drivers, systemic issues, and improvement opportunities
• Connect NPS insights with behavioral, journey, and cross‑channel data (Adobe Analytics / CJA, Salesforce, operational data) to identify trends, friction points, and experience gaps, and translate findings into actionable CX, digital, and operational recommendations

Reporting, Enablement & Continuous Improvement

• Build, maintain, and enhance dashboards and reports using Power BI, Excel, and Adobe Analytics / CJA, Medallia, delivering executive‑ready insights and presentations
• Enable adoption of analytics insights by explaining findings to non‑technical stakeholders, supporting analytics maturity, CX prioritization, recovery initiatives, and post‑implementation impact analysis
• Identify data quality issues, reporting inefficiencies, tooling gaps, and promote an insight‑led, customer‑centric culture across IOH Customer Service

Skills & Experience

Data, Analytics & Tooling

• Strong analytical capability with experience in cross‑channel, journey, and behavioral analytics, including Adobe Customer Journey Analytics (CJA)
• Ability and mindset to successfully complete required CJA training and work with Connections, Data Views, datasets, metrics, and segments
• Experience with enterprise analytics and reporting tools (Adobe Analytics / CJA, Power BI, Excel, Medallia), strong data visualization skills, and knowledge of Adobe Experience Platform (AEP) concepts (or willingness to complete required training)
• Experience using GenAI / AI‑assisted tools (e.g. Copilot) for qualitative analysis, insight generation, and data storytelling, including effective prompt formulation

Business, Communication & Enterprise Context

• Strong business insight with understanding of member journeys, digital services, and engagement use cases, and ability to translate analytics outputs into clear business implications that inform prioritization and CX strategy
• Strong communication and data storytelling skills, comfortable collaborating cross‑functionally and enabling analytics tool adoption
• Awareness of data privacy, governance, and compliance requirements, with experience operating in an enterprise analytics environment including go‑live and support models

Your Profile

• Experience in Data/ Business analytics/ Business Intelligence/ Data Science roles with financial services or insurance, with a solid understanding of industry standards.
• Proven ability to deliver high-quality customer service with strong verbal and written communication skills, including professional writing for formal correspondence.
• Strong analytical capability with experience in NPS, cross‑channel, journey, and behavioural analytics
• Experience with Adobe Customer Journey Analytics (CJA) or the ability and mindset to successfully complete required training
• Proficient in Microsoft Office, specifically Excel and PowerPoint
• Proven ability to work with enterprise analytics and reporting tools such as Adobe Analytics / CJA, Power BI, and languages (SQL, Python, R)
• Preferably if experience in GEN AI tool (Co-Pilot) and Medallia.
• Solid understanding of customer journeys, digital services, and engagement use cases
• Strong data storytelling and communication skills, able to tailor insights to leadership, operational, and non‑technical audiences
• Experience assessing data quality, identifying gaps, and working within data governance and privacy requirements
• A collaborative, proactive approach with the ability to influence and support analytics adoption across teams

About The Cigna Group