Role Purpose
GIH has established transparent ownership of its core customer experiences across Access to Care, Claims, and Customer Services, and Complaints. To support this
model, Insight & Operational Enablement Analysts provide high-quality customer and operational insight and analytical support to help operational teams
understand performance, identify trends and track agreed improvement activity.
Reporting to the Customer & Operational Insights Manager, the Insight & Operational Enablement Analyst is responsible for producing accurate, timely and
actionable insight across customer and operational performance. The role supports decision-making by bringing together customer feedback and operational
data into clear analysis, reporting and insight outputs.
The role also provides analytical and coordination support to help operational teams track agreed actions and initiatives, ensuring information is available to
evidence progress and outcomes.
Key Responsibilities
Customer & Operational Insight




• Produce regular and ad-hoc reporting on customer and operational performance across Access to Care, Claims, Customer Services, and
Complaints.
• Analyse customer feedback, operational data and production metrics to identify trends, patterns and emerging issues.
• Support root cause analysis by identifying potential drivers of customer issues, inefficiencies and performance variation.
• Combine multiple data sources to produce clear, structured insight outputs for operational teams.
• Maintain high standards of data accuracy, consistency and quality across all reporting and analysis.
• Support the creation of dashboards, reports and presentations used by operational teams and leadership forums.
Voice of Customer
• Analyse customer feedback from surveys, complaints and interaction channels including voice, chat and email.
• Identify recurring themes and trends in customer experience.
• Support the production of Voice of Customer reporting for operational and leadership use.
• Ens

📌 Data Measurement (Bengaluru)
🏢 The Cigna Group
📍 Bengaluru