Director, Customer Experience & Innovation (Employer Business)

Customer Experience (CX) is a powerful catalyst for growth, trust, and affordability at The Cigna Group. Every interaction—digital, clinical, service, financial, and communication—shapes how customers feel and how our business performs.

As the Director, Customer Experience & Innovation for our U.S. Employer business, you will turn CX strategy into meaningful, measurable impact. This is a high‑visibility role for a strategic, collaborative leader who is energized by connecting ideas, aligning teams, and improving experiences that matter. If you thrive at the intersection of strategy, execution, and innovation—and believe progress happens when ambition is paired with compassion—this role offers the opportunity to make a real difference.

Responsibilities Drive CX Strategy Into Action

• Own and evolve the U.S. Employer CX delivery roadmap, ensuring strong alignment across products, portfolios, lines of business, and enterprise initiatives
• Create a clear line of sight between CX priorities and business outcomes, translating strategy into in‑year impact
• Represent CX as a trusted business input in portfolio planning and enterprise forums

Connect Teams, Work, and Outcomes

• Partner closely with Product, Operations, Digital, Finance/Affordability, and Marketing to coordinate and scale CX initiatives
• Align CX work across teams to reduce friction, improve efficiency, and strengthen trust
• Influence without authority in a matrixed environment, bringing clarity and momentum to complex work

Lead Measurement, Metrics, and Governance

• Design and govern a CX measurement framework tied to business value, including KPIs, scorecards, and progress tracking
• Establish and maintain a single, credible source of truth for CX metrics across the organization
• Ensure CX investments are measurement‑led, with clear targets, accountability, and value realization

Advance CX‑Led Innovation

• Champion innovation that improves customer experience while supporting affordability, growth, and operational excellence
• Balance near‑term delivery with alignment to longer‑term health plan evolution and enterprise priorities

Develop and Lead Talent

• Lead and develop team members focused on CX metrics, reporting, and portfolio integration
• Establish clear operating rhythms, expectations, and accountability
• Foster a culture of curiosity, ownership, and continuous improvement

Qualifications Required

• Minimum of 10 years of experience in customer experience, product management, innovation, or related leadership roles
• Demonstrated success leading complex, cross‑functional initiatives in large, matrixed organizations
• Proven ability to translate strategy into measurable business outcomes
• Strong analytical, financial, and strategic planning capabilities
• Experience building credibility and influencing senior stakeholders

Preferred

• Experience within health insurance, healthcare, healthcare technology, or highly regulated industries
• Deep understanding of customer journeys, operating models, and regulatory environments
• Hands‑on experience with design thinking, agile methodologies, or structured innovation frameworks
• Bachelor’s degree or equivalent experience (degree preferred, not required)

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 161,900 - 269,800 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 and long term incentive 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 and paid holidays. For more details on our employee benefits programs, click here.

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 seeyourself@thecignagroup.com 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.