CX Portfolio & Governance Lead - Cigna Healthcare - Hybrid

The Cigna Group•Bloomfield, CT

7d•$102,700 - $171,100•Hybrid

About The Position

The CX Portfolio & Governance Lead owns the planning, coordination, and governance of the US Employer Customer Experience 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. The position supports The Cigna Group’s Lead to One Enterprise strategy by helping coordinate customer experiences across digital, clinical, service, financial, and communication touchpoints to reduce friction, lower cost to serve, and strengthen trust for members, patients, providers, and employer clients. The role works across Product, Digital, Operations, Affordability, Lead to One Enterprise, Marketing, and other teams. The position is hybrid, and occasional or permanent work from home requires cable broadband or fiber optic internet with speeds of at least 10 Mbps download and 5 Mbps upload. The anticipated annual salary range is $102,700–$171,100, depending on relevant factors such as experience and geographic location. The position is anticipated to be eligible for an annual bonus plan.

Requirements

Portfolio planning and LBC development skills.
Working knowledge of Agile principles, including sprints, stand-ups, and retrospectives.
Organizational savvy and cross-functional literacy.
Financial acumen.
Strong communication skills.
Familiarity with AI principles.
Bachelor’s degree preferred, or relevant experience.
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.

Responsibilities

Manage, monitor, and maintain the CX roadmap and investment placemat.
Track CX initiatives across product lines using Pathfinder and product owner touchpoints.
Assist in facilitating governance forums to communicate updates.
Manage dependencies, risks, funding requests, and escalation paths.
Align Product, Digital, Operations, Affordability, LTO, Marketing, and other teams.
Ensure consistent tracking across USE and LTO teams.