Description
The CX Innovation & Insights Lead owns the measurement and insights analysis function for US Employer (USE) Customer Experience, connecting customer, operational, digital, service, and financial data to demonstrate the business value of CX investments.
The role translates these insights into executive reporting and actionable recommendations that shape priorities, advance Health Sense and broader CX innovation, and help ensure CX improvements deliver measurable customer and business outcomes.
Job Responsibilities
- Manage the USE CX scorecard and KPI framework
- Own metrics, scorecards, and dashboards for CX value realization, including Health Sense
- Maintain the "single source of truth" for CX metrics from key business partners
- Connect NPS, operational data, digital data, service data, and financial outcomes
- Produce monthly and quarterly executive reporting
- Quantify value realization from CX investments, including Health Sense, connecting customer experience improvements to business outcomes
- Support board, MBR, and transparency reporting
- Support the Health Sense product lead in ongoing development and enhancement efforts, translating customer insights and value realization findings into recommendations for product priorities; facilitate broader CX innovation development.
Qualifications
- Bachelors Degree preferred or relevant experience.
- 7+ years of experience in product management, customer experience, or innovation leadership within health insurance, healthcare technology, or related industries.
- Deep understanding of health insurance products, customer journeys, and regulatory requirements.
- Experience with design thinking, agile methodologies, and innovation frameworks.
The anticipated annual salary for this position is 120,300 - 200,500 USD, depending on relevant factors, including experience and geographic location.
Benefits The Cigna Group offers a comprehensive range of benefits, including medical, vision, dental, and well-being and behavioral health programs, 401(k), company-paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year, paid holidays, and leaves of absence.