Critical Tasks and Expected Contributions/Results:

• Formulate a customer marketing strategy and action plan
• Identify opportunity throughout customer journey to elevate customer experience based on VoC and VoE, leveraging insights from tools such as customer journey mapping and design thinking
• Lead customer insight tem to utilize creative methods to uncover customer insights and moment of truths
• Lead customer experience team to improve customer journey, process, and service across all customer-facing channels
• Lead customer engagement team to establish loyalty and engagement programs that improve customer retention and motivate their loyalty
• Oversee customer experience throughout customer lifecycle from pre-sales (Aware, Shop, Underwrite, Pay, Billing) to post-sales (Onboard, Services, Claim, Renew)
• Provide oversight and direction to business teams to establish priorities of customer projects/initiatives, balance risk and ensure a sustainable process
• Accountable for project management and outcomes of key customer projects
• Serves as customer advocate and change agent to overcome organizational barriers and deliver customer centric solutions
• Work with Digital Marketing and IT teams to automate service process to become streamlined and responsive to customer needs

Experience/Knowledge Requirements:

• Bachelor's Degree in related fields.
• Advanced degree is a plus. MBA is preferred.
• 5+ years of experience working with customer facing programs
• 5+ years of experience project managing teams
• Proven results in Customer Experience, Loyalty, and/or Satisfaction programs
• Demonstrate ability to identify and drive creative actions to improve customer loyalty and satisfaction
• Demonstrated ability to analyze data and develop fact-based recommendations to solve problems, using structured methodologies (i.e. customer journey mapping, design thinking, business process design, and lean six sigma / continuous improvement)
• Hands on experience designing and implementing customer experiences, including the ability to incorporate and leverage digital technology / solutions
• Fluent in English.

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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?