Senior Director, Product Strategy

The Cigna Group

3d•$183,500 - $305,800

About The Position

The Senior Director, Product Strategy is an enterprise leadership role responsible for identifying, shaping, and delivering digital strategies that drive measurable business value across Evernorth and The Cigna Group. This leader will focus driving business outcomes and accelerating AI servicing innovation including: scaled conversational AI, maximizing digital containment, scaling personalization, optimizing customer channel strategy, and leveraging platform and data to improve customer experiences and business outcomes. Operating across products, customer journeys, business lines, and digital capabilities, this role serves as a strategic connector between customer needs, enterprise priorities, product teams, operations, engineering, data, and business leaders. The Senior Director is responsible for identifying enterprise-wide opportunities, aligning stakeholders around shared priorities, and ensuring digital investments are focused on the highest-value outcomes for customers and the business.

Requirements

10+ years leading digital strategy, product strategy, transformation, customer experience, or related enterprise initiatives
Experience building enterprise strategies that drive measurable business outcomes, operational efficiencies, and customer experience improvements
Demonstrated success leading large-scale digital transformation, channel optimization, personalization, and AI-enabled initiatives
Strong understanding of customer journeys, digital engagement, and omnichannel experience strategies
Proven ability to influence senior executives and align stakeholders across complex organizations
Experience partnering across product, engineering, operations, analytics, and business teams
Strong strategic, analytical, and financial acumen with the ability to translate data into actionable recommendations
Healthcare, pharmacy, or payer experience strongly preferred
Experience operating in large, highly matrixed organizations

Responsibilities

Define Enterprise Digital Strategy: Establish and lead enterprise digital strategies focused on OpEx reduction, digital containment, call deflection, channel optimization, conversational AI, and analog-to-digital transformation.
Identify high-value opportunities that can scale across lines of business and customer journeys.
Translate business priorities into strategic roadmaps, investment recommendations, and measurable outcomes.
Develop long-term strategies that align customer, business, and enterprise objectives.
Drive Enterprise Prioritization & Value Delivery: Lead cross-functional prioritization efforts to ensure investments are aligned to the highest-value opportunities.
Define business cases, success measures, and value realization frameworks.
Guide tradeoff decisions across competing priorities to maximize enterprise impact.
Ensure initiatives deliver measurable improvements in customer experience, operational efficiency, and business performance.
AI, Personalization & Digital Innovation: Lead development of strategies that leverage AI, data, automation, and personalization to improve customer experiences.
Identify opportunities to accelerate adoption of AI-assisted experiences and intelligent channel engagement.
Stay ahead of market trends, emerging technologies, and customer expectations to drive innovation.
Partner with enterprise teams to scale reusable capabilities across multiple customer experiences.
Customer Journey & Channel Strategy: Define end-to-end channel strategies across digital and non-digital touchpoints.
Drive improvements in digital adoption, containment, and customer self-service experiences.
Partner with business leaders to optimize customer journeys and reduce friction across experiences.
Ensure digital strategies improve access, engagement, and outcomes for customers and patients.
Enterprise Leadership & Cross-Functional Alignment: Serve as a strategic advisor to senior leaders across product, engineering, operations, customer engagement, and business organizations.
Align stakeholders around enterprise priorities, value measures, and execution plans.
Strengthen governance, accountability, and decision-making processes across initiatives.
Drive collaboration across highly matrixed teams to accelerate execution and enable enterprise scale.
Data-Driven Decision Making: Leverage customer, operational, financial, and behavioral data to inform strategy and investment decisions.
Evaluate performance against business outcomes and success measures.
Use insights to continuously refine prioritization, roadmap decisions, and strategic investments.
Champion a culture of measurement, experimentation, and continuous improvement.
Team Leadership & Talent Development: Lead and develop a high-performing strategy team.
Foster a culture of innovation, accountability, collaboration, and customer focus.
Build strategic capabilities that support enterprise growth and transformation.