CX Insights & Innovation Leader — Hybrid

Living Well Health Center; Philadelphia (TN); A distancia; USD 120.000 - 201.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical insurance

Vision insurance

Dental insurance

Well-being program

401(k)

Life insurance

Tuition reimbursement

Paid time off

Paid holidays

Descripción de la vacante

The Cigna Group is hiring for a Leadership role in Customer Experience (CX) and Innovation to drive measure, insights, and reporting that demonstrate the value of CX investments. You will align customer, operational, digital, service, and financial data to influence executive decisions and product priorities.

This role leads CX metrics, supports Health Sense development, and partners with board and leadership teams to translate insights into actionable recommendations, enhancing member 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, connecting customer experience improvements to business outcomes.
• 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

Educación

Bachelor's degree preferred or relevant experience

Descripción del empleo

The Cigna Group is hiring for a Leadership role in Customer Experience (CX) and Innovation to drive measure, insights, and reporting that demonstrate the value of CX investments. You will align customer, operational, digital, service, and financial data to influence executive decisions and product priorities.

This role leads CX metrics, supports Health Sense development, and partners with board and leadership teams to translate insights into actionable recommendations, enhancing member and