Job Description

About Evernorth

Evernorth Health Services, a division of The Cigna Group (NYSE: CI), creates pharmacy, care, and benefits 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.



Position Summary:

The Enterprise Print and Distribution (EP&D) Campaign Operations team is responsible for the overall management, execution, and support of campaign work streams. Provides professional input to complex Operations Management assignments/projects. Works autonomously, only requiring expert level technical support from others. Exercises judgment in evaluating, selecting, and adapting both standard and complex techniques and procedures. Utilises in-depth professional knowledge and acumen to monitor trends within Business Operations. May lead projects or steps within a broader project or be accountable for ongoing activities or objectives.

& Responsibilities:

• Manage and oversee campaign executions utilising UNICA or RedPoint suite of tools.
• Works with business, development, and QC teams to create new campaigns and manage ongoing campaign targeting.
• Manage business rules and campaign suppressions to ensure customer targeting quality.
• Leverages knowledge of company database, campaign tools and principles to develop methods for process automation, process governance, and capabilities improvements.
• Lead and manage the resolution of often complex issues involving multiple clients and customers, escalating as appropriate for high-risk or ongoing issues.
• Triage, research and resolve member issues requiring business partners\' escalation support.
• Summarize, articulate, and explain the issue, impact reporting, identifying appropriate stakeholders, and communicating results as needed.
• Act with urgency to identify barriers and escalate as appropriate to drive engagement of proper business units and stakeholders to resolve complex issues.
• Use best practices and knowledge to improve processes, products, and services.
• Assist in identifying root causes and determining future preventive measures for all assigned issues.
• Develop strong partnerships with cross-enterprise partners, coordinating efforts to achieve goals and leveraging best practices.
• Analyse issues of increased complexity inquiries and determine the appropriate technical area or vendor to solve problems.

• Working knowledge and hands-on experience using Campaign Automation software.

• Proven experience in analytical thinking, utilising proficient technical skills with MS Excel (formulas, pivots, etc.) and SQL.
• Agile, Jira, Confluence,UNICA, and RedPoint experience preferred.
• Candidates from Operations background are required with good experience in building campaigns.
• Experience in Marketing Automation Software and Boolean logic with frontend experience.
• Experience in tools like Adobe.
• Experience in designing and creating campaigns.

• Must have strong decision-making skills.
• Must facilitate issue/impact analysis discussions, making the complex simple to understand.
• Strong critical thinking and resolving skills.
• Experience applying logical problem-solving methodologies to solve issues and identify root causes and improvement opportunities.
• Knowledge of Six Sigma, Total Quality, or related methodology a plus.
• Detail-oriented, with proven ability to prioritise multiple tasks and adjust work to meet service standards.
• Must be able to work independently, with minimal supervision.
• Ability to navigate ambiguous scenarios involving multiple organisational areas and bring those areas together for problem-solving and process discussions.
• Demonstrated issue management/organisational skills; ability to plan for both the long and short term.
• Experience in Marketing Service Provider.

Evernorth