CX Innovation & Insights Lead - Cigna Healthcare - Hybrid

Position Summary

Customer Experience (CX) is foundational to The Cigna Group’s Lead to One Enterprise strategy. CX represents the cumulative experience across digital, clinical, service, financial, and communication touchpoints. The role of the US Employer (USE) CX & Innovation team is to ensure these interactions work together to reduce friction, lower cost to serve, and strengthen trust for members, patients, providers, and employer clients.

The CX Innovation & Insights Lead owns the measurement and insights analysis function for USE Customer Experience, connecting customer, operational, digital, service, and financial data to demonstrate the business value of CX investments. The role translates these insights into executive reporting and actionable recommendations that shape priorities, advance Health Sense and broader CX innovation, and help ensure CX improvements deliver measurable customer and business outcomes.

Job 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.

Qualifications

• Bachelors 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.

If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.

For this position, we anticipate offering an annual salary of 120,300 - 200,500 USD / yearly, depending on relevant factors, including experience and geographic location.

This role is also anticipated to be eligible to participate in an annual bonus plan.

At The Cigna Group, you’ll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you’ll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer 401(k), company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year, paid holidays, and leaves of absence. For more details on our employee benefits programs, click here (https://jobs.thecignagroup.com/us/en/benefits) .

About Cigna Healthcare

Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.

Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.

If you need a reasonable accommodation to complete the online application process, please email [email protected] for assistance. Please note that this email inbox is dedicated to accommodation requests only and cannot provide application updates or accept resumes.

The Cigna Group has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State.

Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.