CX Strategy & Insights Lead

Cigna Healthcare; Morris Plains (NJ); On-site; USD 120,000 - 201,000; Full time

Benefits offered by this job

Health insurance

Vision and dental coverage

401(k)

Paid time off (18 days)

Job summary

Cigna Healthcare, a division of The Cigna Group, is seeking a seasoned US Employer CX & Innovation Lead to own measurement and insights for USE Customer Experience. You will connect customer, operational, digital, service, and financial data to demonstrate CX value and translate insights into executive reports and recommendations that shape priorities.

Responsibilities include managing the USE CX scorecard, dashboards, and health sense value realization, plus collaborating with product and

Qualifications

• Bachelors Degree preferred or relevant experience.
• 7+ years of 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.

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

Product management

Customer experience

Innovation leadership

Health insurance knowledge

Education

Bachelors Degree

Job description

Cigna Healthcare, a division of The Cigna Group, is seeking a seasoned US Employer CX & Innovation Lead to own measurement and insights for USE Customer Experience. You will connect customer, operational, digital, service, and financial data to demonstrate CX value and translate insights into executive reports and recommendations that shape priorities.

Responsibilities include managing the USE CX scorecard, dashboards, and health sense value realization, plus collaborating with product and