What are the responsibilities and job description for the Head of Customer Experience (CX) position at The Cigna Group?
Key Responsibilities
CX Strategy & Leadership
- Define and own the end‑to‑end CX vision, roadmap, and operating model
- Act as the executive owner of customer outcomes across all functions
- Embed customer centricity into strategic planning, governance, and KPIs
Performance & Outcomes
- Own CX performance metrics (NPS, CSAT, CES, complaints, retention)
- Translate customer insights into enterprise‑wide improvement priorities
- Report CX performance and risks to executive leadership
Cross‑Functional Enablement
- Partner with Operations, Medical, IT, Digital, Compliance, and Sales
- Champion CX investment cases and prioritize improvement initiatives
- Lead CX culture, capability building, and leadership engagement
Governance & Compliance Oversight
- Ensure CX practices comply with healthcare, privacy, and regulatory requirements
- Sponsor CX governance forums and decision frameworks
Experience & Skills
- 10 years in CX, Operations, Strategy, or Transformation
- Senior leadership experience in healthcare, insurance, or regulated services
- Proven CX transformation and stakeholder influence
- Strong commercial, regulatory, and customer advocacy balance
About The Cigna Group
Doing something meaningful starts with a simple decision, a commitment to changing lives. At The Cigna Group, we’re dedicated to improving the health and vitality of those we serve. Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients. 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 require reasonable accommodation in completing the online application process, please email: SeeYourselfEMEA@cigna.com for support. Do not email SeeYourselfEMEA@cigna.com for an update on your application or to provide your resume as you will not receive a response.