Senior Manager Data Scientist Natural Language Processing - Evernorth

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Job Description

Servicing & Digital Analytics Senior Manager

Cigna Global Data & Analytics organization is seeking someone to create analytically-driven insights and solutions for Cigna’s Digital Portal, App, Electronic Data Interface, IVR, Phone, Chat interaction channels.

This individual will work closely with numerous Digital and Service Operations Strategy stakeholders to understand their strategy and business problems in order to develop value based recommendations. Solutions span OPex efficiency, customer experience, affordability, simplicity and predictability for Medical, Dental and Pharma Customers and Providers. This position will also interface with GD&A CoE, Automation, IT, Engineering and Marketing staff integral to implementing the solutions.

This candidate will dual as an analyst and manager of a small group of analysts.

This person will use and manage a team that uses various state-of-the-art tools, techniques and data to perform analyses, design and read pilots, and develop models to address business problems. This person will interface with the Business Partners, GD&A and vendors to conceive and deliver solutions to strategic omni channel servicing problems.

The use of unstructured data will be key. In this role, the manager will be responsible for being the “Go To” Business Analytics NLP expert. This candidate will promote the use of NLP/ Deep Learning techniques to solve omni channel business problems. The manager will engage vendors to test NLP related software and techniques in order to leapfrog Evernorth’s use of agent interaction data. Working with vendors will require negotiating statements of work, fleshing out deliverables, and overseeing execution to ensure timely and comprehensive delivery. The manager will also embed the GD&A center of excellence to solve business problems that require a productionalized/recursive solution and could also involve managing CoE resources in a matrixed fashion.

Resulting insights and actions would be aimed at increasing sustainable digital penetration and use, reducing call volume and handle time, lowering health costs, and improving health outcomes. All solutions must be quantifiable and measurable. In addition, this person will create repeatable frameworks for addressing recursive or similar business problems.

So, you’re interested in becoming the newest member of this team? Great choice! Let’s check some boxes to see if you are a match:

  • Managed analysts previously? Managed business analytics, data analytics, and decision scientists previously?
  • Experience with aggressive delivery schedules?
  • Track Record for framing business problems and helping analysts think through approaches to address?
  • Enjoy interacting with multiple stakeholders in operations, digital, engineering, pricing in a matrixed environment?
  • Ability to work in new unchartered white space areas?
  • Expert knowledge of using call center transcripts?
  • Expert knowledge of NLP, ML, and Deep Learning techniques?
  • Ability to summarize results in a simple understandable presentation?
  • Have performed analytics to answer “what happened previously?”
  • Conducted statistical analyses to answer “who did this happen to?”, “what were they trying to do and what underlying need were they trying to address?” and what are root causes of what happened?”
  • Like getting hands dirty with data mine data through deep dive analytics to answer ‘what are the opportunities?” and what is the benefit?”
  • Experience with development of predictive models to answer “who will interact with us next about what?” 
  • Know how to establish processes and pilots to answer “how well will this solution work and is it scalable?”

Role Summary:

This job offers you the special opportunity to ensure servicing continues to be a key market differentiator for Cigna.

Cigna’s mission is to increase servicing efficiency while improving the cost of care and well- being of its customers. Each interaction with Cigna should be a positive unforgettable one.

The candidate will contribute to the comprehensive analytic plan that is aligned to the Operations strategy. The role includes harnessing unstructured data coupled with demographic, product, clinical, contact and claim data, and performing analysis, creating actionable insights, summarizing them and presenting recommended actions with accompanying financial impacts to business stakeholders. Solutions can also include the development of predictive and classification models.


  • Manage and mentor team on analysis on framing business problems and methodology for delivering solutions.
  • Partner closely with Service Operations team and other enabling organizations
  • Extract and analyze Big Data leveraging tools such as R, Python, SAS and SQL
  • Utilize analytical techniques (e.g. NLP, Machine Learning, Neural Nets, Logistic Regression, Cluster Analysis,) to create and size actionable insights /recommendations to achieve Operations strategic initiatives
  • Design test v control designs and reads to pilot solutions
  • Summarize and communicate complex findings and recommendations simply and concisely so that they can be easily consumed and embraced by business leaders.
  • Partner closely with CoE to keep current on emerging NLP solutions
  • Qualifications:
  • Advanced degree in Statistics, Mathematics, Engineering, Biostatistics, Econometrics, Economics, Finance, or Data Science
  • At least 3-5 years of related analytical work experience in the Healthcare, Financial Services, Technology, Telecommunications or related industry
  • At least 3-5 years of experience in managing technical staff
  • Expert hands on experience with NLP, ML and deep learning/ neural nets (CNNs, RCNNs LSTMs) techniques, statistical techniques and test design
  • Advanced user of Python/R/SAS/TensorFlow, PyTorch, Keras, Spark is required
  • Expert excel skills essential
  • Working knowledge of contact data and channel operations -- IVR, Digital, Chat, EDI, App, Call Transcript, Survey data
  • Experience with leveraging call and chat transcripts and using NLP processing and machine learning preferred
  • Hands on experience with digital data (clickstream, adobe, Site Catalyst)
  • Ability to communicate technical findings to nontechnical audiences both written and oral
  • Ability to juggle multiple priorities and drive solutions in a fast paced matrixed environment
  • Ability to think critically and perform both tactically and strategically –in and out of the box
  • Ability to build partnerships and networks across the enterprise

About Evernorth

Evernorth, Cigna Corporation’s health services segment, exists to elevate health for all. We're building on our legacy and redefining health care as we know it. Unbiased in how we think, we create without limitation. We partner without constraints, deliver value differently and act in the interest of humanity. Solving across silos, closing gaps in care, and empowering clients, customers, and people everywhere to move onward and upward. When you work with us, you’ll be empowered to solve the problems others don’t, won’t or can’t. Join us. What difference will you make?

Company Info.


Cigna is an American multinational managed healthcare and insurance company based in Bloomfield, Connecticut. Its insurance subsidiaries are major providers of medical, dental, disability, life and accident insurance and related products and services, the majority of which are offered through employers and other groups.

  • Industry
    Information Technology
  • No. of Employees
  • Location
    Bloomfield, Connecticut, United States
  • Website
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