Product Manager – Voice Customer Experience

Cigna Healthcare • St. Louis, MO

1d • Remote

About The Position

At Cigna, we are transforming how customers experience healthcare. Our Product Management team focuses on making every interaction simpler, clearer, and more intuitive through smart use of technology. As we modernize our voice and contact center experience, we aim to improve self-service, reduce effort, and help customers get the right support quickly and confidently. About the Role As a Product Manager on the Voice Experience team, you will help shape and improve key parts of Cigna’s inbound voice experience, supporting millions of customer interactions each year. You will own specific voice journeys, features, or self-service capabilities and play a key role in delivering meaningful improvements in customer experience and operational outcomes. This is a hands-on, delivery-focused role where you will work closely with engineering, analytics, operations, and business partners to bring ideas to life and drive measurable results.

Requirements

• 3+ years of experience in Product Management or a related agentic AI product role
• Experience delivering features, workflows, or customer-facing agentic AI solutions
• Strong ability to translate business and customer needs into clear product requirements
• Comfortable using data to inform decisions and measure outcomes

Nice To Haves

• Experience working with IVR, contact center platforms, or voice/self-service technologies
• Experience improving customer journeys or conversational experiences
• Experience in a regulated industry such as healthcare, insurance, or financial services
• Bachelor’s degree in a quantitative or technical field (e.g., Analytics, Computer Science, Engineering, Economics) or MBA/advanced degree with a quantitative focus

Responsibilities

• Own and manage the product backlog for IVR journeys and voice self-service features, ensuring clear priorities and timely delivery
• Translate customer needs, business goals, and operational requirements into simple, actionable product requirements
• Partner with engineering and analytics teams to deliver scalable, reliable voice experiences
• Use data and customer feedback to identify pain points and improve key metrics such as containment, transfer rates, authentication success, and customer satisfaction
• Drive the shift from traditional menu-based IVR to more intuitive, intent-based and conversational voice experiences
• Ensure all solutions align with privacy, regulatory, and operational standards
• Communicate progress, risks, and tradeoffs clearly to stakeholders and leadership

Benefits

• If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed