Senior Director, Product Experience Strategy

Cigna Healthcare

20h

About The Position

We are seeking an innovative, product‑minded experience leader to define our end‑to‑end Experience North Star and modernize how we design, build, and deliver products. This role blends experience strategy, journey architecture, service design, and AI‑driven prototyping to create seamless, compassionate, and intelligent experiences across digital, physical, and hybrid environments. You will shape new operating models that integrate AI teammates, accelerate learning, and translate enterprise priorities into a cohesive, outcomes‑oriented experience roadmap. This role focuses on elevating MDLIVE’s core experiences—serving patients, clients, providers, and employees—while also partnering across our Home Delivery and Virtual Care businesses to identify cross‑portfolio opportunities and unlock new pathways for growth. Key Focus Areas: Articulate and socialize an Experience North Star- including target‑state journeys for MDLIVE’s core audiences (patients, clients, providers, employees)—partnering closely with leaders across marketing, product, strategy, operations, and clinical functions to ensure coherence and alignment across the entire experience continuum. Introduce and mature an AI‑enabled prototyping capability that supports faster insight‑generation and smoother transitions from prototype to pilot. Strengthen key journey performance indicators (e.g., overall ease, task success, activation/adoption) by improving clarity, reducing friction, and enhancing the human experience across touchpoints. Establish experience governance and a shared measurement framework that links journey‑level signals with product, operational, and clinical outcomes. Begin operationalizing AI teammates and agentic workflows within discovery and service journeys, ensuring appropriate safety, ethical, and clinical guardrails. Partner across MDLIVE, Home Delivery, and Virtual Care to identify end‑to‑end experience opportunities and shape new pathways for growth, differentiation, and cross‑business value.

Requirements

• 10+ years in product strategy, product management, experience strategy, or service design; healthcare/digital health experience a plus
• Bachelors degree preferred
• Proven experience leading end‑to-end experience transformation and AI‑accelerated product discovery/prototyping
• Deep fluency in journey mapping, service blueprinting, human‑centered design, product analytics, and responsible AI principles
• Strong executive presence and influence, with a track record of aligning diverse teams around outcome‑based roadmaps
• 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

Nice To Haves

• healthcare/digital health experience a plus

Responsibilities

• Experience Strategy Define the MD Live experience strategy and translate it into a product‑aligned roadmap spanning digital, physical, clinical, and operational touchpoints. Lead experience governance to ensure coherence and reduce fragmentation across product, engineering, operations, clinical, and marketing teams. Facilitate cross‑functional tradeoff decisions and maintain alignment across journeys and product lines.
• Journey Architecture & Service Blueprinting Lead development of journey maps, service blueprints, ecosystem diagrams, and end‑to‑end experience architectures as core inputs to product discovery. Surface backstage gaps, cross‑product dependencies, and operational enablers; orchestrate sequencing to unlock end‑to-end value.
• AI‑Enabled Innovation, Prototyping & New Ways of Working Embed AI teammates and agentic workflows into product operations, including research synthesis, scenario simulation, content generation, prediction, and guidance. Build a rapid‑prototyping studio (genAI, design tech, simulation) to accelerate concept testing and de‑risk investment decisions. Establish and operationalize responsible AI principles for patient/member‑facing interactions and internal decision support.
• Insights & Measurement Oversee research and analytics to establish an Experience Measurement Framework that links experience KPIs with product and operational outcomes. Ensure insights directly inform epics, prioritization, sequencing, and acceptance criteria.

Benefits

• Starting on day one of your employment, you’ll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs.
• We also offer 401(k), company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year and paid holidays.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior