Product Manager, Voice & Contact Center Experience

The Cigna Group

22h•$109,700 - $182,900

About The Position

Cigna is transforming the way customers interact with healthcare by making experiences simpler, more intuitive, and more efficient. As part of this transformation, we are evolving our voice and contact center capabilities to better support self-service and deliver high-quality, seamless customer interactions. The Voice Experience team owns critical components of Cigna’s inbound call experience, supporting millions of customer interactions each year. As a Product Manager (Band 4), you will be responsible for delivering and continuously improving IVR journeys, conversational voice experiences, and self-service capabilities within our enterprise voice strategy. This is a hands-on, execution-focused role where you will partner closely with engineering, analytics, operations, and business stakeholders to define solutions, prioritize work, and deliver measurable outcomes.

Requirements

3+ years of experience in Product Management or a related digital product role
Bachelor’s degree in a quantitative or technical field (e.g., Computer Science, Engineering, Analytics, Information Systems, Economics, Statistics) OR Master’s degree in a related field OR MBA with a quantitative focus
Demonstrated ability to translate business needs into actionable product requirements
Experience owning and delivering product features or capabilities end-to-end
Strong cross-functional collaboration skills with the ability to influence without formal authority

Nice To Haves

Experience working with customer-facing digital products or customer journeys
Experience with contact center technologies (e.g., IVR, voice platforms, self-service solutions) or conversational AI
Experience working in regulated industries such as healthcare, insurance, or financial services
Experience using data and metrics to inform prioritization and measure product performance

Responsibilities

Own the product backlog and end-to-end delivery of IVR journeys and conversational voice experiences
Translate customer needs, business objectives, and operational requirements into clear product requirements and user stories
Partner with engineering, analytics, and operations teams to deliver scalable, reliable voice solutions
Use data and customer feedback to identify opportunities and drive continuous improvement (e.g., containment rates, transfer rates, authentication success, customer satisfaction)
Support the transition from traditional menu-based IVR to intent-based, conversational (agentic) voice experiences
Ensure solutions meet privacy, regulatory, and operational requirements
Communicate progress, risks, and trade-offs effectively to stakeholders and leadership