Customer Experience Design Senior Advisor - Global Marketing Team

Cigna's Customer Experience (CX) strategy is focused on creating a simple, intuitive and frictionless experience for our customers during key moments in their health care journey. With the goal of becoming a recognized CX leader in our industry and beyond, the Customer Experience team leads our efforts to understand and address current pain points, identify emerging opportunities and push the organization towards a customer centric approach in the development and evolution of products and solutions.

The Customer Experience Design Senior Advisor is a key member of the team and will lead design initiatives aimed at delivering relevant and valued products and services to customers across all lines of business.  She/he/they will leverage strong analytic and insight skillsets to deeply understand the voice of our customers and glean key understanding about customer needs from a multitude of data sources including qualitative and quantitative research, phone/web interaction reporting, transactional reporting, experience audits, journey mapping and more.  Leading through influence the incumbent will translate these insights into actionable solutions that can be developed, tested and scaled quickly.

CX team members are successful by making recommendations from the outside perspective they discover to influence initiatives they do not own.  This means that in addition to strong strategic and project management skills, this candidate must also motivate and work effectively with business partners and leaders in a highly matrixed environment and at all levels.

Responsibilities:

• Develop new, future state products and services based on the needs, perspectives and behaviors of customers that meet our business goals
• Uncover what new solutions best meet customer need in priority problem spaces
• Define new desired customer experiences based on insights, drawn from either existing research or from new, primary research
• Design, execute and analyze primary research to fill in knowledge gaps around the problem space and/or to develop or evolve new concepts
• Partner with other research teams, when appropriate, to use internal research channels and/or select and manage external market research vendor partners
• Employ consultative techniques, such as personas, journey mapping, pain point identification and prioritization, ideation, co-creation, etc.
• Consult with solution and product teams to ensure implementation decisions reflect the desired future state, thinking through new information and gathering new insights as needed
• Define customer experience KPIs for new experiences and design learning plans (in partnership with execution teams) to appropriately measure to inform solution evolution decisions
• Advocate for customer focused future state design across the organization to maximize business value and achieve meaningful results

Ideal candidates will offer:

• Bachelor’s degree or equivalent.  Master’s desirable
• 8-12+ years of experience in consulting in a research heavy area, design firm, or research agency with a focus on developing new solutions

• Knowledgeable in the science around consumer behavior including: consumer research and design methodologies (qualitative, quantitative, ideation, co-creation, prototyping, journey mapping, etc.), resulting data interpretation, and implications of the data to the business in the development of differentiating experiences.
• Expertise collaborating with external research and design vendors, including RFP development, proposal assessment and selection, budget and deliverable management, etc.
• Ability to pull together insights from disparate pieces of information, analyze insights and make actionable recommendations
• Excellent presentation and communication skills, including ability to: simplify and make insights digestible for different audiences, collaborate with others and work with an array of personalities, convey new or even unpopular ideas or insights in such a way that others understand the rationale and see the need and impacts
• Expertise partnering with senior leaders to develop and evolve solutions to better meet customer need and business objectives, at times holding firm on what is needed to create positive experiences.
• Ability to influence others (across all levels) toward a common goal, often something new, from both bottom-up and top-down
• Ability to bring new ideas to life in written concepts and visual expressions
• Demonstrated success using consulting methods, including workshop development and facilitation, and their practical application in a corporate setting.
• Ability to develop stories and convey empathy
• Self-motivated, curious and resilient
• Proactive in reaching out to others for information, feedback, brainstorming, a different perspective, and partnership
• Ability/willingness to travel up to 20 percent (during non-Covid times)

This role is WAH/Flex which allows most work to be performed at home. Employees must be fully vaccinated if they choose to come onsite.

This position is not eligible to be performed in Colorado.

About Cigna

Cigna Corporation exists to improve lives. We are a global health service company dedicated to improving the health, well-being and peace of mind of those we serve. Together, with colleagues around the world, we aspire to transform health services, making them more affordable and accessible to millions. Through our unmatched expertise, bold action, fresh ideas and an unwavering commitment to patient-centered care, we are a force of health services innovation. When you work with us, or one of our subsidiaries, you’ll enjoy meaningful career experiences that enrich people’s lives. What difference will you make?

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 require reasonable accommodation in completing the online application process, please email: SeeYourself@cigna.com for support. Do not email SeeYourself@cigna.com for an update on your application or to provide your resume as you will not receive a response.