The Intradiem Product Owner is responsible for setting, prioritizing, and evaluating the work requested by workforce leadership and operational business partners. The product owner's role will be to perform strategic assessment of technology with the vendor, partner with architecture and operations to oversee the product and governance of the solution in our operational environment within contact center operations.
The product owner is responsible for Identifying, connecting and driving business cases from conception to delivery while ensuring readiness of all other product owners and business participants in the overall ecosystem for each targeted improvement. This position will lead the system administrator folks writing and maintaining systemic rules for the software suite.
This role is a key member of the Product ownership team and will report directly to the head of product ownership within Workforce Optimization. This role requires a strong understanding of business objectives, pain points, all with one goal in mind: Provide best-in-class governance strategy & support by collaborating with change management teams in SO Talent Readiness & Optimization, SOBI in order to identify the most effective processes, tools, and communication strategy for targeted enhancements.
Develop a deep understanding of the technology and partnership with the vendor. Support work efforts that will elevate Cigna to a beta-tester role to secure advanced new released of use cases that drive meaningful operating expense reductions. Partners effectively with Solution Architecture and Process to develop adequate business cases. Develops and oversees plan to deliver use cases as well as key metrics for active management & governance. Acts as thought, roadmap and ongoing improvement leader for the organization related to Intradiem.
Design, deploy and launch governance process for post warranty go live period for in scope requests. Engagement for Governance creation will begin during design and deployment project phases. Key governance tasks include but are not limited to:
Identify business metrics and reporting needs to accurately resolve communicated issues and identify project performance
Identify key interdependencies between projects and other operational areas, and pro-actively manage relationship to product roadmap
Host Governance meetings on assigned projects. and Eensure all matrix partners are identified and notified when there are any changes to design
Develop issue tracking mechanism to prioritize and triage issues that are identified for all assigned projects. Partner with matrix partners and members of workforce process & architecture to solve issues in a speedy and expeditious manner.
Develop communication plan, to ensure adherence to newly defined governance processes
Create mechanism post project go live to identify the voice of internal customer. Gather and analyze data to create insights which will lead to future enhancements (if any) or changes that should be made to projects design
Monitoring of key project metrics as identified in design
Report out to Senior leadership status of projects in area of support
Effectively partner with Talent Readiness & Optimization teams as it relates to change management, culture change as well as compliance to the delivered/implemented solution. Monitoring of identified key performance indicators to ensure project is delivering intended benefits and that defined process is being followed
Develop communication plans to end state users as needed to reinforce process
Input key metrics into project scorecard that can be used to report out status reports to leaders
Works multiple projects simultaneously, prioritizing work to meet deliverables.
Other Duties as Assigned
Bachelor's degree or 3-5 + years equivalent work experience
3-5 years of varied Operational Experience including coordination with our Global Service Partner footprint in and outside of the United States.
Strong analytical, problem-solving and decision-making skills
Proven track record for effectively driving change through strong partnerships and engagement with front-line staff, management, and customers
Demonstrated ability to collaborate and ability to develop and maintain effective relationships with individuals at various levels.
Strong presenting and influencing skills. Ability to turn data into a compelling story with a call to action
Ability to identify issues and opportunities and develop solutions with little oversight
Advanced Microsoft Access and Excel knowledge required
Ability to work with a high sense of urgency
Ability to interpret and break down complex processes for communication to various matrix partners
Cigna Corporation (NYSE: CI) is a global health service company dedicated to improving the health, well-being and peace of mind of those we serve. We offer an integrated suite of health services through Cigna, Express Scripts, and our affiliates including medical, dental, behavioral health, pharmacy, vision, supplemental benefits, and other related products. Together, with our 74,000 employees worldwide, we aspire to transform health services, making them more affordable and accessible to millions. Through our unmatched expertise, bold action, fresh ideas and an unwavering commitment to patient-centered care, we are a force of health services innovation.
When you work with Cigna, you'll enjoy meaningful career experiences that enrich people's lives while working together to make the world a healthier place. What difference will you make? To see our culture in action, search #TeamCigna on Instagram.
Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.
If you require an accommodation based on your physical or mental disability please email: SeeYourself@cigna.com. Do not email SeeYourself@cigna.com for an update on your application or to provide your resume as you will not receive a response.