Job Description:
We are seeking a highly skilled and independent Senior Analyst to join our International Health Insights team, based in Dubai.
As a Senior Analyst, you will be responsible for managing and conducting NPS studies for International Health markets (Americas, Europe, MEA and APAC) as well as other strategic B2B and B2C research as required.
- Key Responsibilities:
- NPS Research Management
- Independently plan, design and execute annual NPS research studies.
- Develop and implement data collection strategies to ensure accurate and timely data collection, with the appropriate incentives.
- Script surveys and monitor fieldwork in Verint.
- Maintain and update Tableau dashboard where NPS data is housed.
- Monitor and track NPS trends over time to identify patterns, correlations, and areas of improvement.
- Collaborate with cross-functional teams to align research objectives with business goals.
- Data Analysis and Interpretation
- Analyze NPS data using statistical techniques and qualitative methods.
- Identify key drivers of customer satisfaction, loyalty and advocacy.
- Perform segmentation and profiling of customer groups based on NPS scores.
- Conduct in-depth statistical analysis to uncover actionable insights and trends.
- Prepare comprehensive reports and visualizations to present research findings to senior stakeholders.
- Insights and Recommendations
- Translate research findings into actionable recommendations for business strategies and decision-making.
- Provide strategic guidance to improve customer experience and loyalty.
- Collaborate with product, marketing, sales and operations teams to implement NPS-driven initiatives.
- Monitor and evaluate the impact of implemented strategies and initiatives.
- Stay up to date with industry trends and best practices in NPS research.
- Cross-functional Collaboration
- Collaborate with internal stakeholders to define research objectives and requirements.
- Work closely with data analysts, strategy & planning, customer experience teams, ad other teams to gather necessary data.
- Communicate research findings and insights effectively.
- Participate in team meetings and workshops to share knowledge and expertise.
- External vendor management
- Independently manage RFPs, contract approvals and invoice processing
- Liaise with external vendors on methodology, sampling, fieldwork progress, incentive planning, reporting and data analysis
- Efficiently check and ensure research outputs are accurate and with high standard
- Analyze and synthesize data for report writing
- The role will report to and be under the supervision of Associate Director.
Qualifications and Skills:
- Bachelor’s or Master’s degree in Statistics, Market Research, Psychology or related discipline
- Excellent command of both written and spoken English
- Proven experience (minimum 3 years) in managing NPS research trackers and/or customer research independently
- Strong knowledge of NPS methodology and best practices
- Proficiency in statistical analysis software (e.g., SPSS, R, Python) and data visualization tools (e.g., Tableau, Power BI)
- Solid understanding of research design, survey methodologies, and statistical analysis techniques
- Excellent analytical and critical thinking skills
- Strong written and verbal communication skills to present complex data and insights clearly
- Ability to work independently, manage projects simultaneously, and meet deadlines
- Ability to work flexibly across time zones
- Detail-oriented with a focus on accuracy and quality of research outputs
- Experience in the health insurance industry is a plus
About Cigna Healthcare
Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. 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: SeeYourselfEMEA@cigna.com for support. Do not email SeeYourselfEMEA@cigna.com for an update on your application or to provide your resume as you will not receive a response.
