US Employer Customer Experience & Innovation Director - Cigna Healthcare - Hybrid

Cigna Healthcare • St. Louis, MO

2d • Hybrid

About The Position

Director, Customer Experience & Innovation (Employer Business) Customer Experience (CX) is a powerful catalyst for growth, trust, and affordability at The Cigna Group. Every interaction—digital, clinical, service, financial, and communication—shapes how customers feel and how our business performs. As the Director, Customer Experience & Innovation for our U.S. Employer business, you will turn CX strategy into meaningful, measurable impact. This is a high‑visibility role for a strategic, collaborative leader who is energized by connecting ideas, aligning teams, and improving experiences that matter. If you thrive at the intersection of strategy, execution, and innovation—and believe progress happens when ambition is paired with compassion—this role offers the opportunity to make a real difference.

Requirements

• Minimum of 10 years of experience in customer experience, product management, innovation, or related leadership roles
• Demonstrated success leading complex, cross‑functional initiatives in large, matrixed organizations
• Proven ability to translate strategy into measurable business outcomes
• Strong analytical, financial, and strategic planning capabilities
• Experience building credibility and influencing senior stakeholders

Nice To Haves

• Experience within health insurance, healthcare, healthcare technology, or highly regulated industries
• Deep understanding of customer journeys, operating models, and regulatory environments
• Hands‑on experience with design thinking, agile methodologies, or structured innovation frameworks
• Bachelor’s degree or equivalent experience (degree preferred, not required)

Responsibilities

• Drive CX Strategy Into Action
• Own and evolve the U.S. Employer CX delivery roadmap, ensuring strong alignment across products, portfolios, lines of business, and enterprise initiatives
• Create a clear line of sight between CX priorities and business outcomes, translating strategy into in‑year impact
• Represent CX as a trusted business input in portfolio planning and enterprise forums
• Connect Teams, Work, and Outcomes
• Partner closely with Product, Operations, Digital, Finance/Affordability, and Marketing to coordinate and scale CX initiatives
• Align CX work across teams to reduce friction, improve efficiency, and strengthen trust
• Influence without authority in a matrixed environment, bringing clarity and momentum to complex work
• Lead Measurement, Metrics, and Governance
• Design and govern a CX measurement framework tied to business value, including KPIs, scorecards, and progress tracking
• Establish and maintain a single, credible source of truth for CX metrics across the organization
• Ensure CX investments are measurement‑led, with clear targets, accountability, and value realization
• Advance CX‑Led Innovation
• Champion innovation that improves customer experience while supporting affordability, growth, and operational excellence
• Balance near‑term delivery with alignment to longer‑term health plan evolution and enterprise priorities
• Develop and Lead Talent
• Lead and develop team members focused on CX metrics, reporting, and portfolio integration
• Establish clear operating rhythms, expectations, and accountability
• Foster a culture of curiosity, ownership, and continuous improvement

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: Director
• Number of Employees: 5,001-10,000 employees