Experience Designer/Process Engineer, Customer & Workflow Design - Evernorth - Remote
Cigna
Remote in Bloomfield, Connecticut
Job Description
Overview
This Experience Designer/Process Engineer position is an exciting role focused on building Customer centric solutions within the Care Solutions team of Evernorth Health Services. The role will support workflow design to support the growth of our Evernorth Behavioral service model. This role requires a highly driven, experienced, and dedicated individual to support driving change using Human Centered Design and Lean Six Sigma methodology through to successful implementation and sustainment of improvements. This role will support an integrated infrastructure between Cigna, eviCore, Accredo, ESI, Evernorth, automation vendors and our offshore partners throughout the optimizing & design process. This role will solve customer and business problems utilizing these methodologies. This role requires flexible, creative approaches to problem solving employing a wide range of methods, tools, and techniques.
Responsibilities
Knowledgeable in the appropriate use of tools, techniques and frameworks of process engineering methods DMAIC, Lean Six Sigma and Human Centered Design.
Defines the business case, guides chartering, collects customer feedback and converts to measurable targets and obtains sponsor approval to initiate the project.
Coordinate and facilitate effective group meetings to inform, drive accountability, and execute on milestones. Includes meetings with key stakeholders and sponsors to provide status updates, escalate risks or issues.
Develop and manage project plans for all process improvement initiatives. Ensure dates, deliverables, and milestones are tracked and reported out.
Compile and communicate project results, including quality improvement, cost-savings, and service impacts for process improvements.
Documents current and future state processes using accepted process mapping tools, techniques and practices.
Identify trends/opportunities/emerging issues and takes appropriate actions, including engaging appropriate individuals for resolution.
Identify current state process problems, and leads, coordinate and partners with the business to conduct thorough root cause analysis to identify the real source of the problem and design new/improved processes.
Utilize design methodologies and tools to create new products, processes, services, events, omni-channel journeys
Demonstrate a passion around a customer/human-centered focus in developing and improving Care Coordination products & processes
Identify and develop strong internal relationships with strategic partners, stakeholders, and external vendor support
Establish a high level of credibility at all organizational levels
Conduct research and data analysis using statistical tests and graphical tools.
Develop and execute comprehensive action plans based on analytical findings
Design future state business requirements and processes, influencing stakeholders to move beyond current thought processes
Make organizational observations and change readiness assessments, and deploy change management programs as required.
Monitor and control future state process performance, coordinate with partners outside of Care Coordination where needed, verifies benefits, completes project reports, completes closing activities and effectively hands off work.
Strong business acumen, previous experience navigating sensitive initiatives
Maintain a positive working relationship with teammates and matrix partners.
Execute ad-hoc requests
Continually strive to improve their own skills and competencies by demonstrating initiative to participate in ongoing coaching and training programs.
Technical Skills & Knowledge
Demonstrated knowledge and successful application of change, design and process improvement methods and tools.
Ability to apply appropriate decision and prioritization tools and facilitation techniques.
Strong facilitation skills
Experience running Kaizen events, value stream mapping or other large facilitated sessions in person or virtually
Ability to design and lead effective and productive meetings with all levels of the organization virtually and in person
Ability to engage and influence at all levels of the organizational structure
Proven ability to successfully and sustainably drive large scale organizational change
Able to identify and remove barriers to the business process improvement while maintaining positive and productive working relationships
Strong business acumen, previous experience navigating sensitive initiatives
Ability to lead and influence in a matrixed environment
Ability to deal with ambiguity, embracing change and helping others see it as an opportunity and able to stay focused on goals while adapting to change
Strong analytical and problem solving skills.
Ability to foster collaboration.
Relationship management
Excellent communication skills - verbal and written, along with excellent presentation skills.
Ability to design effective process measurement scorecards and control mechanisms to leverage metrics and data
Working knowledge of all Microsoft Office tools & Minitab.
Proficient in project management tools and skills
Comfortable raising questions, issues, objections and ideas at all levels of the organization.
Detail oriented, with proven time management and organization skills (including the ability to engage in multiple tasks and meet deadlines/standards).
Moves and works with a sense of urgency.
Qualifications
Bachelor’s Degree or equivalent experience (Master’s degree preferred).
Human Centered Design experience
Minimum of Six Sigma Green Belt certification
Prosci certified Change Manager
Program/project management experience
Operational workflow design experience
3+ years of experience with demonstrated results in operational improvements and design
3+ years of experience in process design/development and translating changes into implementation and change management plans (DFSS and DMAIC preferred)
Some travel may be required (up to 25%)
If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.
For this position, we anticipate offering an annual salary of 104,500 - 174,100 USD / yearly, depending on relevant factors, including experience and geographic location.
This role is also anticipated to be eligible to participate in an annual bonus plan.
We want you to be healthy, balanced, and feel secure. That’s why you’ll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you’ll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer 401(k) with company match, company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year and paid holidays. For more details on our employee benefits programs, visit Life at Cigna Group .
About Evernorth Health Services
Evernorth Health Services, a division of The Cigna Group, creates pharmacy, care and benefit solutions to improve health and increase vitality. We relentlessly innovate to make the prediction, prevention and treatment of illness and disease more accessible to millions of people. Join us in driving growth and improving lives.
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 reasonable accommodation in completing the online application process, please email: SeeYourself@cigna.com for support. Do not email SeeYourself@cigna.com for an update on your application or to provide your resume as you will not receive a response.
The Cigna Group has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State.
This Experience Designer/Process Engineer position is an exciting role focused on building Customer centric solutions within the Care Solutions team of Evernorth Health Services. The role will support workflow design to support the growth of our Evernorth Behavioral service model. This role requires a highly driven, experienced, and dedicated individual to support driving change using Human Centered Design and Lean Six Sigma methodology through to successful implementation and sustainment of improvements. This role will support an integrated infrastructure between Cigna, eviCore, Accredo, ESI, Evernorth, automation vendors and our offshore partners throughout the optimizing & design process. This role will solve customer and business problems utilizing these methodologies. This role requires flexible, creative approaches to problem solving employing a wide range of methods, tools, and techniques.
Responsibilities
Knowledgeable in the appropriate use of tools, techniques and frameworks of process engineering methods DMAIC, Lean Six Sigma and Human Centered Design.
Defines the business case, guides chartering, collects customer feedback and converts to measurable targets and obtains sponsor approval to initiate the project.
Coordinate and facilitate effective group meetings to inform, drive accountability, and execute on milestones. Includes meetings with key stakeholders and sponsors to provide status updates, escalate risks or issues.
Develop and manage project plans for all process improvement initiatives. Ensure dates, deliverables, and milestones are tracked and reported out.
Compile and communicate project results, including quality improvement, cost-savings, and service impacts for process improvements.
Documents current and future state processes using accepted process mapping tools, techniques and practices.
Identify trends/opportunities/emerging issues and takes appropriate actions, including engaging appropriate individuals for resolution.
Identify current state process problems, and leads, coordinate and partners with the business to conduct thorough root cause analysis to identify the real source of the problem and design new/improved processes.
Utilize design methodologies and tools to create new products, processes, services, events, omni-channel journeys
Demonstrate a passion around a customer/human-centered focus in developing and improving Care Coordination products & processes
Identify and develop strong internal relationships with strategic partners, stakeholders, and external vendor support
Establish a high level of credibility at all organizational levels
Conduct research and data analysis using statistical tests and graphical tools.
Develop and execute comprehensive action plans based on analytical findings
Design future state business requirements and processes, influencing stakeholders to move beyond current thought processes
Make organizational observations and change readiness assessments, and deploy change management programs as required.
Monitor and control future state process performance, coordinate with partners outside of Care Coordination where needed, verifies benefits, completes project reports, completes closing activities and effectively hands off work.
Strong business acumen, previous experience navigating sensitive initiatives
Maintain a positive working relationship with teammates and matrix partners.
Execute ad-hoc requests
Continually strive to improve their own skills and competencies by demonstrating initiative to participate in ongoing coaching and training programs.
Technical Skills & Knowledge
Demonstrated knowledge and successful application of change, design and process improvement methods and tools.
Ability to apply appropriate decision and prioritization tools and facilitation techniques.
Strong facilitation skills
Experience running Kaizen events, value stream mapping or other large facilitated sessions in person or virtually
Ability to design and lead effective and productive meetings with all levels of the organization virtually and in person
Ability to engage and influence at all levels of the organizational structure
Proven ability to successfully and sustainably drive large scale organizational change
Able to identify and remove barriers to the business process improvement while maintaining positive and productive working relationships
Strong business acumen, previous experience navigating sensitive initiatives
Ability to lead and influence in a matrixed environment
Ability to deal with ambiguity, embracing change and helping others see it as an opportunity and able to stay focused on goals while adapting to change
Strong analytical and problem solving skills.
Ability to foster collaboration.
Relationship management
Excellent communication skills - verbal and written, along with excellent presentation skills.
Ability to design effective process measurement scorecards and control mechanisms to leverage metrics and data
Working knowledge of all Microsoft Office tools & Minitab.
Proficient in project management tools and skills
Comfortable raising questions, issues, objections and ideas at all levels of the organization.
Detail oriented, with proven time management and organization skills (including the ability to engage in multiple tasks and meet deadlines/standards).
Moves and works with a sense of urgency.
Qualifications
Bachelor’s Degree or equivalent experience (Master’s degree preferred).
Human Centered Design experience
Minimum of Six Sigma Green Belt certification
Prosci certified Change Manager
Program/project management experience
Operational workflow design experience
3+ years of experience with demonstrated results in operational improvements and design
3+ years of experience in process design/development and translating changes into implementation and change management plans (DFSS and DMAIC preferred)
Some travel may be required (up to 25%)
If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.
For this position, we anticipate offering an annual salary of 104,500 - 174,100 USD / yearly, depending on relevant factors, including experience and geographic location.
This role is also anticipated to be eligible to participate in an annual bonus plan.
We want you to be healthy, balanced, and feel secure. That’s why you’ll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you’ll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer 401(k) with company match, company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year and paid holidays. For more details on our employee benefits programs, visit Life at Cigna Group .
About Evernorth Health Services
Evernorth Health Services, a division of The Cigna Group, creates pharmacy, care and benefit solutions to improve health and increase vitality. We relentlessly innovate to make the prediction, prevention and treatment of illness and disease more accessible to millions of people. Join us in driving growth and improving lives.
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 reasonable accommodation in completing the online application process, please email: SeeYourself@cigna.com for support. Do not email SeeYourself@cigna.com for an update on your application or to provide your resume as you will not receive a response.
The Cigna Group has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State.
