CX Portfolio & Governance Lead - Cigna Healthcare - Hybrid

Position Summary

Customer Experience (CX) is foundational to The Cigna Group’s Lead to One Enterprise strategy. CX represents the cumulative experience across digital, clinical, service, financial, and communication touchpoints. The role of the US Employer (USE) CX & Innovation team is to ensure these interactions work together to reduce friction, lower cost to serve, and strengthen trust for members, patients, providers, and employer clients.

The CX Portfolio & Governance Lead owns the planning, coordination, and governance of the USE CX portfolio. The lead maintains the CX roadmap and investment view and ensures consistent tracking across teams. It manages cross-functional dependencies, risks, and funding needs to support effective execution of CX priorities.

Job Responsibilities

• Manage, monitor, and maintain the CX roadmap & investment placemat
• Track CX initiatives across product lines via Pathfinder and product owner touch points
• Assist in facilitating governance forums to communicate updates
• Manage dependencies, risks, funding requests, and escalation paths
• Align Product, Digital, Operations, Affordability, LTO, Marketing, etc.
• Ensure consistent tracking across USE & LTO teams

Required Skills

• Portfolio Planning & LBC development
• Working knowledge of Agile principles (sprints, stand-ups, retrospectives, etc.)
• Organizational savvy and cross-functional literacy
• Financial Acumen
• Strong communication skills
• Familiarity with AI principles

 

Qualifications

• Bachelors Degree preferred or relevant experience.
• 4+ 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.

 

 

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.

For this position, we anticipate offering an annual salary of 102,700 - 171,100 USD / yearly, depending on relevant factors, including experience and geographic location.

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, paid holidays, and leaves of absence. For more details on our employee benefits programs, click here.