CX Portfolio & Governance Lead - Cigna Healthcare - Hybrid
About The Position
The CX Portfolio & Governance Lead owns the planning, coordination, and governance of the US Employer Customer Experience (USE CX) portfolio. The role maintains the CX roadmap and investment view, ensures consistent tracking across teams, and manages cross-functional dependencies, risks, and funding needs to support execution of CX priorities. Customer Experience supports The Cigna Group’s Lead to One Enterprise strategy by coordinating interactions across digital, clinical, service, financial, and communication touchpoints. The USE CX & Innovation team works to reduce friction, lower cost to serve, and strengthen trust for members, patients, providers, and employer clients. The position is hybrid. If working from home occasionally or permanently, the employee must have cable broadband or fiber internet service with at least 10 Mbps download and 5 Mbps upload speeds. The anticipated annual salary range is $102,700–$171,100, depending on relevant factors such as experience and geographic location. The role is anticipated to be eligible for an annual bonus plan.
Requirements
- At least 4 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.
- Working knowledge of Agile principles, including sprints, stand-ups, and retrospectives.
- Portfolio planning and LBC development skills.
- Organizational savvy and cross-functional literacy.
- Financial acumen.
- Strong communication skills.
- Familiarity with AI principles.
Nice To Haves
- Bachelor’s degree preferred, or relevant experience.
Responsibilities
- Manage, monitor, and maintain the CX roadmap and investment placemat.
- Track CX initiatives across product lines through Pathfinder and product-owner touchpoints.
- Assist in facilitating governance forums and communicating updates.
- Manage dependencies, risks, funding requests, and escalation paths.
- Align Product, Digital, Operations, Affordability, LTO, Marketing, and other functions.
- Ensure consistent tracking across USE and LTO teams.
Benefits
- Medical insurance
- 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
Mid Level
