Chief Marketing Officer & Customer-Experience Head, Singapore & Australia

CIGNA Insurance; Singapore; On-site; SGD 150,000 - 250,000; Full time

Job summary

CIGNA Insurance is seeking a Marketing Leader to define and execute a comprehensive marketing strategy aligned with business goals. This strategic role involves overseeing all marketing facets, enhancing customer experiences, and guiding a high-performing team. The ideal candidate will possess 15+ years of relevant experience and an advanced degree, contributing to customer-centric growth initiatives.

Qualifications

• 15+ years in customer experience, marketing strategy, or product marketing roles.
• Proven experience leading cross-functional initiatives in customer-centric organisations.
• In-depth knowledge of organization's products and strategic goals across function.

Responsibilities

• Oversee all facets of marketing aligning with business objectives.
• Lead customer journey strategy and improve customer touchpoints.
• Define KPIs for customer experience and monitor market performance.

Skills

Customer Experience

Marketing Strategy

Product Marketing

Brand Positioning

Market Analysis

Data-Driven Decision Making

Leadership

Education

MBA or advanced degree in marketing, strategy, or related fields

Tools

Qualtrics

Gainsight

HubSpot

Tableau

Job description

Critical Tasks and Expected Contributions/Results:
Marketing & Communications

• Oversees all facets of marketing, including brand positioning, digital marketing, communications, customer experience, product marketing, and go-to-market strategy.

• Serves as a key member of the senior leadership team and plays a critical role in aligning marketing initiatives with overall business objectives.

• Define and execute a comprehensive marketing strategy aligned with Cigna’s business goals and growth targets.

• Champion customer-centric thinking across the organization.

• Translate market trends and customer insights into actionable plans.

• Oversee brand strategy, architecture, and messaging to ensure consistency across all touchpoints.

• Protect and enhance Cigna’s reputation and market positioning.

• Drive loyalty, retention, and satisfaction through data-driven customer engagement programs.

• Lead digital strategy, demand generation, paid media, SEO/SEM, and content marketing.

• Build and manage a high-performing marketing team.

Customer Experience Leadership

• Own the end-to-end customer journey strategy across channels and lifecycle stages.

• Analyse and improve customer touchpoints to ensure satisfaction, loyalty and retention.

• Lead VOC (Voice of Customer) programmes, including NPS, and customer feedback loops

Market & Customer Insights

• Monitor competitive landscape, emerging trends, and customer behavious.

• Conduct deep market research, segmentation, and competitive analysis to uncover opportunities

• Translate customer needs and market trends into actionable insights for product, marketing, and leadership teams

• Build personas and journey maps that inform product design and messaging

Product & Marketing Strategy Collaboration

• Partner with product and UX teams to influence roadmap prioritization based on customer insights

• Market and shape value propositions, messaging, and positioning rooted in real customer needs.

• Ensure go-to-market plans are aligned with audience pain points and market dynamics

Data & Metrics

• Define KPIs for customer experience and market performance.

• Leverage analytics to track the impact of CX and market strategy initiatives.

• Report key findings and strategic recommendations to executive leadership

Key Challenges/Anticipated Changes in Environment:

• Bridging the gap between brand promise (marketing) and actual customer experience.

• Unifying data across platforms (CRM, web, social, support, etc) to get a 360-degree view of customer.

• Managing customer expectations.

• Embedding a customer-centric mindset across the organization.

Developmental Value of Position:

• Strategic influence at the C-Suite level.

• Cross-functional leadership experience.

• Mastery of Customer-Centric innovation.

• Market expansion readiness

Experience/Knowledge, Education and Other Requirements:

• 15 + years in customer experience, marketing strategy, or product marketing roles

• Proven experience leading cross-functional initiatives in customer-centric organisations

• Strong knowledge of customer research methods, journey mapping, and market analysis

• Experience in influencing product development and innovation

• Familiarity with tools like Qualtrics, Gainsight, HubSpot, Tableau, or similar platforms

• In-depth knowledge of organization's products. Establish strategic goals across the function.

• Experience in B2B or tech/SaaS environments

• MBA or advanced degree in marketing, strategy, or related fields

Personal Competencies Required:

• Exceptional communication, interpersonal, collaboration, and strategic thinking skills

• Ability to make well thought through decisions, often based on limited information, that have a long term impact across the function.

• Ability to organize and manage complex initiatives

About The Cigna Group

Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.