What are the responsibilities and job description for the Customer Engagement Strategist position at The Cigna Group?
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Our people make all the difference in our success.
At the heart of our Digital Engagement team is a simple belief: when people receive the right message at the right time, better health becomes possible. As a Customer Engagement Strategist, you will help shape experiences that guide customers to the care and programs they need—when they need them—improving health outcomes while lowering the total cost of care.
You will join a passionate, cross‑functional team of ambitious and compassionate experts who combine data, behavioral science, and modern marketing practices to drive meaningful behavior change at scale. This is a role for a strategic thinker who loves to test, learn, and grow—and who thrives in a fast‑moving, Agile environment.
Responsibilities
- Drive measurable behavior change by identifying, testing, and scaling high‑value customer engagement opportunities aligned to business, product, and digital priorities.
- Define customer‑centric, data‑driven engagement strategies, including target populations, use cases, channels, frequency, and success metrics.
- Design and map end‑to‑end, multichannel customer journeys across email, SMS, push, web, mobile, and offline touchpoints.
- Lead A/B/n experimentation by owning hypotheses, test briefs, measurement plans, and documented learnings.
- Partner closely with product, analytics, technology, and delivery teams to execute experiments from concept through launch.
- Build trusted relationships with cross‑functional partners to align strategy, remove obstacles, and accelerate impact.
- Translate insights into action by applying learnings to improve current campaigns and inform future strategies.
- Create clear internal documentation and communications that enable alignment, transparency, and shared learning.
- Manage approvals efficiently while maintaining momentum and quality.
Qualifications
Required Qualifications
- Minimum 5 years of experience in consumer or customer engagement strategy across multiple channels (email, SMS, push, direct mail, agent, web, and mobile).
- Experience in product marketing, customer relationship marketing, or a closely related discipline.
- Hands‑on experience designing and executing direct‑to‑consumer behavior change initiatives.
- Strong written and verbal communication skills, with the ability to influence across levels and functions.
- Experience working in Agile or rapid test‑and‑learn environments.
- Comfort partnering with data and analytics teams to support both campaign measurement and strategic planning.
- Working knowledge of behavioral science principles and how they apply to customer engagement.
- A collaborative, growth‑oriented mindset with a proactive approach to problem solving.
Preferred Qualifications
- Bachelor’s degree or equivalent practical experience (degree preferred, not required).
- Experience with tools such as Confluence, Jira, Figma, Aurelius, or Tableau.
- Familiarity with Customer Data Platforms (CDPs) or CRM tools such as Teradata, Redpoint Interactive, or Braze.
- Experience working closely with communications delivery and execution teams.
This role is also anticipated to be eligible to participate in an annual bonus 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.
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.Please note that you must meet our posting guidelines to be eligible for consideration. Policy can be reviewed at this link.
Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.