CX Insights & Innovation Lead - Hybrid

Cigna Health and Life Insurance Company; United States; Híbrido; USD 120.000 - 201.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical benefits

Vision and dental

401(k)

Life insurance

Tuition reimbursement

Paid time off

Paid holidays

Descripción de la vacante

The Cigna Group is seeking a CX Innovation & Insights Lead for its USE Customer Experience team. This hybrid role focuses on measuring, aligning, and reporting CX value across health insurance products and services, connecting customer journeys with operational and financial outcomes.

You will own dashboards, data integrity, and executive reporting, translating insights into strategic recommendations and prioritizing CX investments to drive measurable outcomes for members, providers, and

Formación

• Bachelor's Degree preferred or relevant experience.
• 7+ years of experience in product management, customer experience, or innovation leadership within health insurance, healthcare technology, or related industries.
• Deep understanding of health insurance products, customer journeys, and regulatory requirements.
• Experience with design thinking, agile methodologies, and innovation frameworks.

Responsabilidades

• Manage the USE CX scorecard and KPI framework.
• Own metrics, scorecards, and dashboards for CX value realization, including Health Sense.
• Maintain the "single source of truth" for CX metrics from key business partners.
• Connect NPS, operational data, digital data, service data, and financial outcomes.
• Produce monthly and quarterly executive reporting.
• Quantify value realization from CX investments, including Health Sense.
• Support board, MBR, and transparency reporting.
• Support the Health Sense product lead in ongoing development and enhancement efforts, translating customer insights and value realization findings into recommendations for product priorities; facilitate broader CX innovation development.

Conocimientos

Product management

Customer experience

Innovation leadership

Health insurance knowledge

Regulatory requirements

Design thinking

Agile methodologies

Educación

Bachelor's degree

Descripción del empleo

The Cigna Group is seeking a CX Innovation & Insights Lead for its USE Customer Experience team. This hybrid role focuses on measuring, aligning, and reporting CX value across health insurance products and services, connecting customer journeys with operational and financial outcomes.

You will own dashboards, data integrity, and executive reporting, translating insights into strategic recommendations and prioritizing CX investments to drive measurable outcomes for members, providers, and