Strategic Healthcare Client Experience Lead

Mass Digital Health; Massachusetts; Hybrid; USD 66,000 - 110,000; Full time

Benefits offered by this job

Health benefits

401(k)

Life insurance

Tuition reimbursement

Paid time off

Paid holidays

Job summary

The Cigna Group, based in the United States, seeks a Client Experience Consultant in Massachusetts to act as the primary day-to-day contact for a defined book of business, partnering with Middle Market Account Executives to drive retention, growth, renewals, and overall client satisfaction.

As a trusted advisor, you will deliver consultative guidance on healthcare trends, benefit programs, and digital tools while coordinating with cross-functional teams to ensure a seamless client lifecycle from

Qualifications

• Bachelor's degree preferred.
• Experience in health-related industry required; to include product knowledge, sales practices, account management and knowledge of administrative operations.
• Knowledge of Cigna funding options, benefits structure, and platforms are preferred.
• Ability to manage through systems and influence both external clients/brokers and internal matrix partners.
• Salesforce & KnowledgeXchange experience preferred.
• Strong written and verbal communication and presentation skills.
• Residence in local market and ability to commute to local Cigna office.

Responsibilities

• Serve as the primary day-to-day contact for assigned clients and broker partners, building trusted relationships and understanding client goals, priorities, and benefit strategies.
• Partner with Account Executives to support retention, growth, renewals, and overall account strategy.
• Lead client meetings, account reviews, and planning discussions, using client feedback, service trends, and business needs to identify opportunities and recommend solutions.
• Provide consultative guidance on healthcare trends, benefit programs, employee engagement opportunities, digital tools, and available solutions.
• Manage key client lifecycle activities, including implementation, onboarding, renewals, open enrollment, reporting, and service needs.
• Identify and resolve service, relationship, implementation, and operational issues by coordinating internal partners and driving timely resolution.
• Coordinate cross-functional teams and subject matter experts to ensure alignment, accountability, and a seamless client experience.
• Advocate for clients while balancing client needs with contractual, compliance, operational, and business requirements.
• Maintain accurate account documentation and manage client commitments, timelines, risks, and required administrative processes.
• Participate in best-practice sharing and continuous improvement initiatives that enhance team effectiveness and client outcomes.

Skills

Salesforce

KnowledgeXchange

MS Word

MS Excel

MS PowerPoint

MS SharePoint

MS Outlook

Communication skills

Education

Bachelor's degree preferred

Tools

Salesforce

KnowledgeXchange

Job description

The Cigna Group, based in the United States, seeks a Client Experience Consultant in Massachusetts to act as the primary day-to-day contact for a defined book of business, partnering with Middle Market Account Executives to drive retention, growth, renewals, and overall client satisfaction.

As a trusted advisor, you will deliver consultative guidance on healthcare trends, benefit programs, and digital tools while coordinating with cross-functional teams to ensure a seamless client lifecycle from