Knowledge Performance Sr. Analyst

"An effective Knowledge Management (KM) strategy enables Cigna to provide an exceptional experience through digital and live channels. The role of the Knowledge Performance Sr. Analyst is to lead strategic data research and hypothesis testing to improve AI accuracy, knowledge quality, and user behaviors. This role bridges technology enablement with KM strategy to optimize GenAI and related platforms.
The role will deliver quality knowledge articles in accordance with standard Knowledge Management and Technical Writing guidelines and practices uploaded into a central content management repository.
This role is part of the Knowledge Management governance team, responsible for ensuring KnowledgeXchange performs as intended, technology enhancements are tested and implemented consistently, and knowledge author performance related to platform use is monitored and maintained."Knowledge Performance Sr. Analyst

Experience:

• 3+ years' experience with learning and content delivery supporting operational business or college degree in education, communications, technical writing, library science, or other social science field

Mandatory Skills:

• 3+ years' experience with learning and content delivery supporting operational business or college degree in education, communications, technical writing, library science, or other social science field, or

• Experience with or strong exposure to Agentic Learning and AI-driven knowledge systems, with the ability to evaluate and optimize knowledge structures for both human and AI consumption

Preferred Skills:

• Knowledge Management and Technical Writing practice certifications or willingness to obtain (preferred)

• Project Management skills

• Experience with use of knowledge content systems and/or digital repositories

• Strong problem-solving and hypothesis-driven research capabilities.

• Ability to translate insights into actionable strategies for KM and technology teams.

• Detail-oriented with strong quality assurance and content management skills.

• Familiarity with AI chatbot evaluation and KM platforms.

• Ability to work collaboratively across knowledge and technology teams.

• Excellent communication skills, both verbal and written

• Requires strong consulting and relationship-building skills

• Ability to lead, persuade, and influence

• Ability to operate effectively within a fast-paced, multi-stakeholder governance environment, influencing outcomes without direct ownership of content.

Roles & Responsibilities:

Principal Responsibilities

• Conduct strategic analysis and testing to validate improvements in AI-generated answers.

• Partner with technology teams to test, validate, and govern knowledge platform enhancements, ensuring changes are implemented consistently and do not negatively impact AI performance or author workflows.

• Oversee knowledge workflows within KnowledgeXchange to ensure consistent application of standards, efficient lifecycle management, and alignment between knowledge, process, and technology.

• Identify, prioritize, and implement improvements based on diagnostic insights to enhance AI accuracy, user prompt behaviors, and system performance.

• Support Enterprise Operations KM initiatives and goals by:

• Provide governance, guidance, and close the loop on feedback to ensure knowledge content adheres to Knowledge Management and Technical Writing accuracy and standards.

• Apply Knowledge Management & Technical Writing Practices: 

• Review and assess knowledge articles to identify quality, structural, and performance issues impacting AI responses and user experience, providing actionable recommendations to improve adherence to standards.

• Reinforcing how knowledge management practices can deliver increased value and improve the service experience 

• Create, maintain, and optimize diagnostic trees as performance mechanisms to improve answer accuracy, navigation efficiency, and AI behavior.

General Safety and Security

• Protects the organization’s assets by upholding the principles of the Quality Information Security Management System (QISMS).

• Ensures confidentiality, integrity, and availability of information critical to fulfilling the organization’s business functions.

Quezon City, Bridgetowne GBF TowerPhilippines