User Experience Design Manager - HiH - Evernorth at Cigna

Position Overview:

We are seeking a Design Ops Manager to lead operational excellence in a tech-driven design organization. This role focuses on optimizing workflows, managing design systems, and enabling AI-powered processes while ensuring ethical governance and human oversight.

About Evernorth Digital

Evernorth is built on the recognition that health makes progress possible. Our health services are designed to redefine health care as we know it, and the Evernorth team is unified in the belief that we are responsible for the future of healthcare. This means that our products must inspire change in people that leads to positive pathways: pathways that lead to health, to healing, to preventative wellness and ultimate vitality.

The Evernorth Digital team is like few in comparable Technology companies today: we are a collective of carefully curated, specialized disciplines that, when whole, imagines, plans, defines, tests, instruments, measures, builds, deploys, monitors and optimizes end-to-end experiences that represent the health services suite of product offerings. We are united by our mission to improve life and health outcomes towards aspirational vitality, but we practice our crafts in a discipline orientation that allows us to perfect, excel, and stay current; we then bring our gifts together in an impressive expression of teamwork.

The mission of the Enterprise Design Systems team is to set the bar for design system disciplines and define the processes, work output, platforms and tools that will bring efficiency and quality to product delivery. This team incubates new design patterns that represent the evolution of the brand in the digital product environment, and innovative experiential concepts that push the expectations of users in the health-focused digital ecosystem. The design system is intended to deliver cohesive and consistent design standards to all product lines associated with health plan and health services, and to expand to represent the voices of the direct customer, the client, and the provider.

Section 3: Responsibilities

Clearly outline the primary duties and tasks associated with the role. Use action verbs (i.e., lead, drive, analyze, assess, research, etc.) to convey expectations.

Roles and Responsibilities:

< >Lead and manage multidisciplinary design and content teams, balancing people leadership, delivery excellence, and long‑term capability building. Streamline, scale, and continuously optimize design and content workflows using tools such as Figma, Supernova, and emerging AI‑enabled platforms. Establish and mature Design Ops and Content Ops practices to improve operational efficiency, predictability, and quality across enterprise programs. Oversee resource planning, project intake, prioritization, and execution across design, content, product, and engineering teams. Govern the end‑to‑end lifecycle of the design system, including component libraries, documentation, contribution models, and version control. Define and evolve governance frameworks for design systems and content architecture, progressively introducing automation‑first and AI‑assisted governance. Partner with engineering teams to integrate design systems seamlessly into development pipelines, enabling reuse, consistency, and scalability. Leverage Figma Analytics and system telemetry to identify adoption gaps, workflow inefficiencies, and opportunities to advance enterprise Design Ops maturity. Own and manage the design roadmap backlog, including story definition, prioritization, and dependency management. Lead Program Increment (PI) planning and agile ceremonies using tools such as JIRA, Wrike, or equivalent platforms. Define and maintain effective engagement models with US, HIH, and global teams to enable strong cross‑functional collaboration. Act as a strong accessibility advocate, ensuring adherence to WCAG, ADA, and inclusive design standards across design and content outputs. Collaborate closely with teams focused on content architecture and content strategy to ensure alignment with experience and system goals. Oversee large‑scale content development initiatives, integrating intelligent tooling and automation to improve efficiency and consistency. Define, implement, and enforce AI usage policies governing design and content workflows and tools. Introduce Human‑in‑the‑Loop (HITL) checkpoints to maintain creative integrity, brand consistency, and quality standards in AI‑assisted workflows. Conduct ethical, bias, and inclusivity audits of AI‑generated design and content outputs as AI adoption matures. Ensure compliance with data privacy and regulatory requirements, including GDPR and HIPAA, across AI‑driven design and content processes. Work closely with engineering and platform teams to embed AI capabilities into design systems, content pipelines, and operational workflows. Lead change management initiatives that support responsible AI adoption and evolving ways of working within design teams. Promote a culture of innovation, ethical responsibility, experimentation, and continuous learning across the design organization. Mentor and coach designers and content practitioners, supporting career progression from execution to systems thinking and AI fluency. Build and evolve team maturity models that enable organic growth from foundational practices to scalable, intelligent workflows. Guide teams responsible for content architecture and strategy, ensuring their skill growth aligns with advances in AI, personalization, and intelligent content systems.

Qualifications:

Required Experience

< >With overall experience of 10 to 12 years and minimum of 8+ years in Design Ops, UX Program Management, or related roles within tech-driven design teams. Proven track record in design workflow optimization, process governance, and cross-functional collaboration. Strong expertise in design systems management, including component libraries, documentation, and version control. Hands-on experience with AI-enabled design tools (e.g., Figma AI, Co-pilot, Supernova etc.) and workflow automation platforms. Solid understanding of AI governance principles, including ethical design, bias audits, and compliance with data privacy regulations (GDPR, HIPAA). Proficiency in project management tools (Jira, Wrike, Confluence etc.) and agile methodologies. Ability to implement Human-in-the-Loop (HITL) frameworks for AI-driven design processes. Skilled in prompt engineering and guiding teams on effective AI tool usage. Strong analytical skills for data-driven decision-making and operational KPI tracking. Excellent communication and stakeholder management skills to drive change management and AI adoption. Mindset: Strategic thinker with adaptability to emerging technologies and a passion for innovation. Bonus: Experience in integrating AI into design systems and collaborating with engineering teams on AI workflows.Strategic Mindset – Seeing ahead to future possibilities and translating them into breakthrough strategies Drives Results – Pushes team and cross functional partners to deliver needed results in tough circumstances and expedited timelines Action Oriented – Takes on tough challenges with sense of urgency, high energy, and enthusiasm Decision Quality – Makes sound and timely decisions to keep work moving forward Manages Complexity – Makes sense of complex and sometimes contradictory information to effectively solve problems Manages Ambiguity – Operates effectively and drives work forward even when things are not certain or there is no clear way forward Balances Stakeholders – Anticipates and balances the needs of multiple stakeholders across Health Services and Enterprise Collaborates – Quickly builds partnerships and works collaboratively with others to ensure progress Courage – Steps up to address difficult issues and says what needs to be said Instills Trust – Quickly gains confidence and trust of others through honesty, integrity, and authenticity Communicates Effectively – Develops and delivers multi-mode communications that convey a clear message and adapts to multiple audiences Situational Adaptability – Adapts approach and demeanor in real time to match the shifting demands of different situations.

Required Education

< >Bachelor’s or Master's degree in relevant discipline or equivalent experience required

About Evernorth Health Services

Evernorth Health Services, a division of The Cigna Group, creates pharmacy, care and benefit solutions to improve health and increase vitality. We relentlessly innovate to make the prediction, prevention and treatment of illness and disease more accessible to millions of people. Join us in driving growth and improving lives.