Director - Patient Digital Experience & Innovation - Accredo at Cigna

SUMMARY:

The Director, Specialty Pharmacy Patient Digital Experience & Innovation leads Accredo’s digital product strategy and delivery across all patient-facing channels, including the website, mobile app, chat, SMS, IVR, and conversational AI. This role ensures experiences are cohesive, simple, measurable, compliant, and valuable to the enterprise.

This leader manages and develops a high-performing team while serving as initiative owner and strategic stakeholder, driving enterprise priorities through strong collaboration, governance, stakeholder alignment, and executive-ready communication.

The role drives cross-functional initiatives to modernize end‑to‑end patient journeys, aligning stakeholders on problems and solutions and effectively partnering with Operations, Account Teams, and Pharmacy Practice. The Director is accountable for KPI instrumentation, using insights to guide prioritization, ROI storytelling, and portfolio investment decisions.

Finally, the role partners closely with Technology and Finance to lead digital portfolio planning and annual budget inputs, including lean business cases and enterprise planning cycles.

RESPONSIBILITIES:

• Builds, manages, and develops a high-performing team, setting clear priorities, coaching performance, and fostering a culture of accountability, collaboration, and continuous improvement.

• Leads Accredo’s patient digital strategy and delivery across web/app and supporting digital touchpoints, ensuring solutions are measurable, compliant, and operationally valuable.

• Owns portfolio planning for Accredo Digital Technology investment and annual budget inputs, partnering with Technology/Finance to shape funding recommendations across the digital + enterprise roadmaps.

• Develops and socializes Lean Business Case inputs to support enterprise planning cycles and prioritization decisions for digital solution delivery.

• Leads stakeholder alignment to championpatient-facing experience changes are simple and aligned, working across Operations, Technology, Marketing/Comms, Legal/Privacy, Sales/Account teams, and external partners, to help refine messaging and reduce confusion

• Drives cross-functional enterprise portfolio initiatives end-to-end—both as initiative owner or key stakeholder—to deliver strategic priorities and outcomes across patient experience, operational efficiency, and technology modernization.

• Provides executive-ready communication and materials for leadership readouts (e.g., portfolio slides, roadmap updates, and QBR-ready narratives). Uses data to guide prioritization, investment decisions, and ROI storytelling.

• Models strong innovation leadership behaviors by promoting early adoption, being a user and consumer of AI- and digital-first experiences and rethinking current-state to enable net-new patient and pharmacy value.

• Guides risk/issue awareness tied to digital experience and specialty pharmacy continuity, collaborating with technical partners when incidents, outages, or service degradations impact digital channels and the patient experience.

IDEAL CANDIDATES WILL HAVE A COMBINATION OF THE FOLLOWING:

• Bachelor’s degree in related field or equivalent work experience; Master’s degree preferred

• 8+ years of relevant work experience in product management, marketing, product development, sales and/or significant cross-functional project based experience

• People leadership experience

• Excellent communication skills, including written, presentation, and documentation

• Advanced problem solving skills with ability to work cross-functionally to resolve issues and generate results among potentially conflicting constituencies

• Ability to work towards specific deliverables within an environment of tight deadlines

• Data analysis and reporting skills; basic financial analysis skills

• Ability to handle complex analysis from issue identification to proposal of potential solutions

• Knowledge of specialty pharmacy industry preferred

• Strong knowledge and continued interest in the latest digital and web trends

• Able to effectively use AI-assisted work (and not AI work avoidance)

• Willingness to share opinions and take risk

• Proven ability to create business cases related to new products and functionality

• Ability to develop and model hypotheses and conclusions while identifying assumptions.

• Demonstrated project management skills, with the ability to manage multiple complex projects simultaneously without compromising quality.

• Ability to travel

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.

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.

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.