Role Summary

The Enterprise Customer Experience Strategic Planning Senior Advisor is an enterprise-level individual contributor role responsible for helping shape, steward, and advance Cigna's customer experience (CX) strategy across multiple business units and portfolios. This role operates beyond any single line of business, partnering with enterprise stakeholders to align priorities, investments, and decisions to the customer problems that matter most.

The Senior Advisor brings strong analytical rigor and strategic judgment, using qualitative and quantitative data to assess performance, identify patterns and risks, and translate insights into clear strategic direction. Comfortable operating in ambiguity, this role helps leaders navigate complexity, evaluate progress, and make informed decisions. The role works collaboratively across Business Units (USE, PBS, and Accredo) and enterprise functions to deliver data-driven, executive-ready insights that inform CX strategy, governance, and planning.

Key Responsibilities

• Support the development, refinement, and stewardship of the enterprise customer experience strategy, ensuring alignment across business units and enterprise priorities.
• Perform rigorous strategic analyses using qualitative and quantitative data, research, performance trends, and initiative outcomes to develop prioritized, enterprise-level insights on customer needs, pain points, and opportunities that inform leadership decision making.
• Partner collaboratively with multiple Business Units (USE, PBS, and Accredo) and enterprise teams to align CX priorities, surface tradeoffs, and drive aligned, enterprise-level prioritization of initiatives.
• Assess progress against enterprise CX priorities at a strategic level, synthesizing insights from in-flight initiatives to identify implications for strategy direction and future planning.
• Enable continuous tracking of CX strategy execution by overseeing analysis of business and initiative-level metrics, using insights as a feedback loop to inform strategy refreshes, prioritization adjustments, and course-corrections when risks or gaps emerge.
• Develop clear, concise materials to support senior leader and Board-level discussions.
• Partner with Competitive Intelligence, Marketing, and enterprise stakeholders to inform innovation efforts that expand competitive advantage and improve customer experience.
• Contribute to enterprise CX governance and planning forums by providing data-informed, structured analysis and decision-ready perspectives.

Qualifications

• Minimum 8 years of experience in customer experience, strategy, transformation, consulting, product, or related enterprise roles.
• Proven experience using data, insights, and evidence to inform strategy and deliver data-driven insights that guide prioritization and decision-making.
• Strong ability to synthesize qualitative and quantitative inputs into clear, prioritized, decision-ready perspectives for leadership.
• Strong collaborative and influencing skills, with experience working effectively in highly matrixed organizations without formal authority.
• Proven ability to drive for results, translating strategic direction into concrete actions, execution, and follow-through.
• Demonstrated ability to operate at an enterprise level, working across multiple business units rather than within a single line of business.
• Demonstrated comfort managing ambiguity and complexity, bringing structure and clarity to evolving or ill-defined problem spaces.
• Demonstrated project and initiative management skills, with the ability to manage work across multiple stakeholders, prioritize effectively, and coordinate progress in a matrixed environment.
• Excellent written and verbal communication skills, including experience supporting senior or executive-level discussions.
• Resilient, adaptable leader who navigates change with optimism and confidence.
• Experience in healthcare, financial services, or similarly complex, customer-oriented industries preferred.
• MBA or advanced degree preferred.

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 119,600 - 199,300 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.