CX Innovation & Insights Lead - Cigna Healthcare - Hybrid
About The Position
The CX Innovation & Insights Lead owns measurement and insights analysis for US Employer Customer Experience. The role connects customer, operational, digital, service, and financial data to demonstrate the business value of customer experience investments. It turns those insights into executive reporting and actionable recommendations that shape priorities, advance Health Sense and broader CX innovation, and help ensure improvements produce measurable customer and business outcomes. The role supports the US Employer CX & Innovation team’s work to coordinate digital, clinical, service, financial, and communication touchpoints to reduce friction, lower cost to serve, and strengthen trust for members, patients, providers, and employer clients. It also supports ongoing development and enhancement of the Health Sense product by translating customer insights and value realization findings into recommendations for product priorities, and facilitates broader CX innovation development.
Requirements
- At least 7 years of experience in product management, customer experience, or innovation leadership within health insurance, healthcare technology, or related industries.
- Deep understanding of health insurance products, customer journeys, and regulatory requirements.
- Experience with design thinking, agile methodologies, and innovation frameworks.
- If working at home occasionally or permanently, an internet connection through a cable broadband or fiber optic provider with speeds of at least 10 Mbps download and 5 Mbps upload.
Nice To Haves
- Bachelor’s degree or relevant experience.
Responsibilities
- Manage the US Employer CX scorecard and KPI framework.
- Own metrics, scorecards, and dashboards for CX value realization, including Health Sense.
- Maintain a single source of truth for CX metrics from key business partners.
- Connect NPS, operational, digital, service, and financial outcome data.
- Produce monthly and quarterly executive reporting.
- Quantify value realization from CX investments, including Health Sense, connecting customer experience improvements to business outcomes.
- Support board, MBR, and transparency reporting.
- Support the Health Sense product lead in ongoing development and enhancement efforts.
- Translate customer insights and value realization findings into recommendations for product priorities.
- Facilitate broader CX innovation development.
Benefits
- Medical benefits
- Vision insurance
- Dental insurance
- Well-being and behavioral health programs
- 401(k)
- Company-paid life insurance
- Tuition reimbursement
- At least 18 days of paid time off per year
- Paid holidays
- Leaves of absence
- Eligibility to participate in an annual bonus plan
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
