Customer Engagement Strategist

The Cigna Group; St. Louis (MO); Hybrid; USD 108,400 - 180,600; Full time

Benefits offered by this job

Annual bonus eligibility

Job summary

The Cigna Group is seeking a Customer Engagement Strategist to shape experiences guiding customers to care and programs when they need them, improving health outcomes and lowering cost of care.

You will join a cross‑functional team blending data, behavioral science, and modern marketing to drive meaningful behavior change at scale in an Agile environment.

Qualifications

• Minimum 5 years of experience in consumer or customer engagement strategy across multiple channels.
• Experience in product marketing, customer relationship marketing, or a closely related discipline.
• Hands-on experience designing and executing direct-to-consumer behavior change initiatives.
• Strong written and verbal communication skills, with the ability to influence across levels and functions.
• Experience working in Agile or rapid test‑and‑learn environments.
• Comfort partnering with data and analytics teams to support both campaign measurement and strategic planning.
• Working knowledge of behavioral science principles and how they apply to customer engagement.
• A collaborative, growth‑oriented mindset with a proactive approach to problem solving.

Responsibilities

• Drive measurable behavior change by identifying, testing, and scaling high‑value customer engagement opportunities aligned to business, product, and digital priorities.
• Define customer‑centric, data‑driven engagement strategies, including target populations, use cases, channels, frequency, and success metrics.
• Design and map end‑to‑end, multichannel customer journeys across email, SMS, push, web, mobile, and offline touchpoints.
• Lead A/B/n experimentation by owning hypotheses, test briefs, measurement plans, and documented learnings.
• Partner closely with product, analytics, technology, and delivery teams to execute experiments from concept through launch.
• Build trusted relationships with cross‑functional partners to align strategy, remove obstacles, and accelerate impact.
• Translate insights into action by applying learnings to improve current campaigns and inform future strategies.
• Create clear internal documentation and communications that enable alignment, transparency, and shared learning.
• Manage approvals efficiently while maintaining momentum and quality.

Skills

Multichannel engagement

Communication

Agile

Behavioral science

Collaboration

Education

Bachelor’s degree or equivalent practical experience

Tools

Confluence

Jira

Figma

Aurelius

Tableau

Job description

At the heart of our Digital Engagement team is a simple belief: when people receive the right message at the right time, better health becomes possible. As a Customer Engagement Strategist, you will help shape experiences that guide customers to the care and programs they need—when they need them—improving health outcomes while lowering the total cost of care.

You will join a passionate, cross‑functional team of ambitious and compassionate experts who combine data, behavioral science, and modern marketing practices to drive meaningful behavior change at scale. This is a role for a strategic thinker who loves to test, learn, and grow—and who thrives in a fast‑moving, Agile environment.

Responsibilities

• Drive measurable behavior change by identifying, testing, and scaling high‑value customer engagement opportunities aligned to business, product, and digital priorities.
• Define customer‑centric, data‑driven engagement strategies, including target populations, use cases, channels, frequency, and success metrics.
• Design and map end‑to‑end, multichannel customer journeys across email, SMS, push, web, mobile, and offline touchpoints.
• Lead A/B/n experimentation by owning hypotheses, test briefs, measurement plans, and documented learnings.
• Partner closely with product, analytics, technology, and delivery teams to execute experiments from concept through launch.
• Build trusted relationships with cross‑functional partners to align strategy, remove obstacles, and accelerate impact.
• Translate insights into action by applying learnings to improve current campaigns and inform future strategies.
• Create clear internal documentation and communications that enable alignment, transparency, and shared learning.
• Manage approvals efficiently while maintaining momentum and quality.

Qualifications

Required Qualifications

• Minimum 5 years of experience in consumer or customer engagement strategy across multiple channels (email, SMS, push, direct mail, agent, web, and mobile).
• Experience in product marketing, customer relationship marketing, or a closely related discipline.
• Hands‑on experience designing and executing direct‑to‑consumer behavior change initiatives.
• Strong written and verbal communication skills, with the ability to influence across levels and functions.
• Experience working in Agile or rapid test‑and‑learn environments.
• Comfort partnering with data and analytics teams to support both campaign measurement and strategic planning.
• Working knowledge of behavioral science principles and how they apply to customer engagement.
• A collaborative, growth‑oriented mindset with a proactive approach to problem solving.

Preferred Qualifications

• Bachelor’s degree or equivalent practical experience (degree preferred, not required).
• Experience with tools such as Confluence, Jira, Figma, Aurelius, or Tableau.
• Familiarity with Customer Data Platforms (CDPs) or CRM tools such as Teradata, Redpoint Interactive, or Braze.
• Experience working closely with communications delivery and execution teams.

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.

For this position, we anticipate offering an annual salary of 108,400 - 180,600 USD / yearly, depending on relevant factors, including experience and geographic location.

This role is also anticipated to be eligible to participate in an annual bonus plan.

At The Cigna Group, you’ll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. 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, paid holidays, and leaves of absence. For more details on our employee benefits programs, click here.

About The Cigna Group

Doing something meaningful starts with a simple decision, a commitment to changing lives. At The Cigna Group, we’re dedicated to improving the health and vitality of those we serve. Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients. Join us in driving growth and improving lives.

Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.

If you need a reasonable accommodation to complete the online application process, please email [e-mail] for assistance. Please note that this email inbox is dedicated to accommodation requests only and cannot provide application updates or accept resumes.

The Cigna Group has a tobacco‑free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State.

Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.