Customer Engagement Strategist

Cigna Group • Santa Monica, CA

7d

About The Position

At the heart of our Digital Engagement team is a simple belief: when people receive the right message at the right time, better health becomes possible. As a Customer Engagement Strategist , you will help shape experiences that guide customers to the care and programs they need—when they need them—improving health outcomes while lowering the total cost of care. You will join a passionate, cross‑functional team of ambitious and compassionate experts who combine data, behavioral science, and modern marketing practices to drive meaningful behavior change at scale. This is a role for a strategic thinker who loves to test, learn, and grow—and who thrives in a fast‑moving, Agile environment.

Requirements

• Minimum 5 years of experience in consumer or customer engagement strategy across multiple channels (email, SMS, push, direct mail, agent, web, and mobile).
• Experience in product marketing, customer relationship marketing, or a closely related discipline.
• Hands‑on experience designing and executing direct‑to-consumer behavior change initiatives.
• Strong written and verbal communication skills, with the ability to influence across levels and functions.
• Experience working in Agile or rapid test‑and-learn environments.
• Comfort partnering with data and analytics teams to support both campaign measurement and strategic planning.
• Working knowledge of behavioral science principles and how they apply to customer engagement.
• A collaborative, growth‑oriented mindset with a proactive approach to problem solving.

Nice To Haves

• Bachelor’s degree or equivalent practical experience (degree preferred, not required).
• Experience with tools such as Confluence, Jira, Figma, Aurelius, or Tableau.
• Familiarity with Customer Data Platforms (CDPs) or CRM tools such as Teradata, Redpoint Interactive, or Braze.
• Experience working closely with communications delivery and execution teams.

Responsibilities

• Drive measurable behavior change by identifying, testing, and scaling high‑value customer engagement opportunities aligned to business, product, and digital priorities.
• Define customer‑centric, data‑driven engagement strategies, including target populations, use cases, channels, frequency, and success metrics.
• Design and map end‑to‑end, multichannel customer journeys across email, SMS, push, web, mobile, and offline touchpoints.
• Lead A/B/n experimentation by owning hypotheses, test briefs, measurement plans, and documented learnings.
• Partner closely with product, analytics, technology, and delivery teams to execute experiments from concept through launch.
• Build trusted relationships with cross‑functional partners to align strategy, remove obstacles, and accelerate impact.
• Translate insights into action by applying learnings to improve current campaigns and inform future strategies.
• Create clear internal documentation and communications that enable alignment, transparency, and shared learning.
• Manage approvals efficiently while maintaining momentum and quality.

Benefits

• 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), company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year and paid holidays.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees