CX Innovation & Insights Lead - Cigna Healthcare - Hybrid

Cigna Group•Bloomfield, CT

5d•$120,300 - $200,500•Hybrid

About The Position

The CX Innovation & Insights Lead owns the measurement and insights analysis function for US Employer Customer Experience, connecting customer, operational, digital, service, and financial data to demonstrate the business value of Customer Experience investments. The role translates insights into executive reporting and actionable recommendations that shape priorities, advance Health Sense and broader CX innovation, and help ensure improvements deliver measurable customer and business outcomes. Customer Experience is foundational to The Cigna Group’s Lead to One Enterprise strategy. It represents the cumulative experience across digital, clinical, service, financial, and communication touchpoints. The US Employer CX & Innovation team works to ensure these interactions work together to reduce friction and cost to serve, and to strengthen trust for members, patients, providers, and employer clients. The position is hybrid. For occasional or permanent work at home, an internet connection through a cable broadband or fiber-optic provider with speeds of at least 10 Mbps download and 5 Mbps upload is required. The anticipated annual salary is $120,300–$200,500, depending on relevant factors including experience and geographic location. The role is anticipated to be eligible for an annual bonus plan.

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.

Nice To Haves

Bachelor’s degree or relevant experience.

Responsibilities

Manage the US Employer Customer Experience scorecard and KPI framework.
Own metrics, scorecards, and dashboards for Customer Experience value realization, including Health Sense.
Maintain a single source of truth for Customer Experience metrics from key business partners.
Connect NPS, operational, digital, and service data with financial outcomes.
Produce monthly and quarterly executive reporting.
Quantify value realization from Customer Experience investments, including Health Sense, by 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 Customer Experience innovation development.