CX Insights & Value Realization Lead (Hybrid)

Cigna Health and Life Insurance Company; Bloomfield (CT); Hybrid; USD 120,000 - 201,000; Full time

Benefits offered by this job

Health insurance

401(k)

Life insurance

Tuition reimbursement

Paid time off

Paid holidays

Leaves of absence

Job summary

The Cigna Group is seeking a CX & Innovation leader to own the measurement and insights function for USE Customer Experience, aligning customer, operational, digital, service and financial data to demonstrate CX value.

You will translate insights into executive reporting and actionable recommendations that shape priorities, advance Health Sense and CX innovation, and deliver measurable customer and business outcomes.

Qualifications

• 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.
• Experience with design thinking, agile methodologies, and innovation frameworks.

Responsibilities

• 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.

Skills

Design thinking

Agile methodologies

Innovation leadership

Customer experience

Education

Bachelor's degree or relevant experience

Job description

The Cigna Group is seeking a CX & Innovation leader to own the measurement and insights function for USE Customer Experience, aligning customer, operational, digital, service and financial data to demonstrate CX value.

You will translate insights into executive reporting and actionable recommendations that shape priorities, advance Health Sense and CX innovation, and deliver measurable customer and business outcomes.