Program Management Analyst - Cigna Healthcare

Post-Sale Tracking Engineer & Digital Insights Analyst Role Purpose The Post-Sale Tracking Engineer & Digital Insights Analyst will lead the development of reporting, analysis and insight generation across post-sale digital experiences for International Health Customer Experience. He/ She is also responsible for designing, implementing, governing and maintaining the digital measurement framework and tagging across post-sale digital platforms. The role is responsible for bringing together digital behavior, experience feedback, technical performance, operational outcomes and support-demand signals to create a coherent view of how members experience digital platforms. The role will translate complex data into clear findings and recommendations that help Product, Customer Experience, Technology and Operations teams priorities improvements. Working closely with Product, Technology, Digital Experience teams and analytics platform partners, this role acts as the technical owner of analytics instrumentation and data quality across the post-sale digital landscape. Working closely with the Post-Sale Digital Analytics Lead, the role will ensure reporting is reliable, consistent and connected to sufficient diagnostic detail to support decisions and action. Key Responsibilities 1. Post-Sale Digital Insights and Reporting • Run and continuously improve the post-sale digital insights reporting strategy, dashboards and recurring performance reports. • Develop clear executive summaries, experience scorecards and diagnostic views for leadership, Product, Customer Experience and Technology stakeholders. • Create regular insight narratives that explain 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. 2. Digital Measurement and Instrumentation • 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. • Partners 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 3. Generate Actionable Customer and Journey Insights • 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. 4. Analytics Platform Configuration and Administration • 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. Other key responsibilities: • 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. • Data Quality, Validation and Tracking Governance • 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 • Stakeholder Engagement and Insight Storytelling Qualifications and Experience • 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 experience with 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. Technical Knowledge and Skills • Proficiency in data preparation, exploration, visualization, trend analysis and diagnostic analysis. • Hands-on knowledge of Google Analytics 4, Google Tag Manager & Adobe Customer Journey Analytics • Familiarity with data sources such as Verint, Medallia, Appbot, Dynatrace is beneficial. • Good-to-have 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 Dynat