Turn stakeholder feedback into meaningful improvements for the people and organizations we serve.
Join a team that brings ambition, compassion, and expertise to every stakeholder interaction. As a Stakeholder Experience Advisor, you will serve as a strategic partner and internal consultant, connecting feedback, data, and business insight to practical recommendations. You will help leaders understand stakeholder needs, improve experiences, and strengthen service delivery, operations, and business outcomes across employees, members, providers, clients, employers, brokers, and other key groups.
Responsibilities
• Lead current-state and future-state journey mapping across stakeholder experiences, identifying moments that matter, pain points, operational friction, handoff issues, and ownership gaps.
• Translate journey insights into prioritized opportunities that improve service, processes, and stakeholder outcomes, and define measures that connect experience results to business goals.
• Combine insights from surveys, complaints, escalations, audits, operational metrics, and other listening channels to identify themes, root causes, emerging risks, and improvement opportunities.
• Create clear business narratives, recommendations, dashboards, scorecards, and executive-ready materials that support strategic and operational decisions.
• Advise and facilitate cross-functional leaders as they set priorities, build action plans, and evaluate whether experience initiatives are delivering measurable improvement.
• Strengthen experience management frameworks, taxonomies, standards, measurement strategies, governance, action tracking, and repeatable continuous improvement practices.
• Maintain knowledge of survey platforms, deployment processes, participant identification, reporting workflows, and listening infrastructure to support continuity, testing, quality assurance, troubleshooting, and implementation.
• Adapt across lines of business and stakeholder groups as priorities evolve, while building scalable listening and experience intelligence capabilities.
Required Qualifications
• At least 5 years of experience in customer or stakeholder experience, experience management, journey mapping, service design, business consulting, experience analytics, operational excellence, healthcare operations, behavioral health operations, or a related field.
• Experience using qualitative and quantitative information to identify insights and recommend practical actions.
• Knowledge of survey methods, voice-of-customer programs, stakeholder listening practices, and experience measurement.
• Experience facilitating meetings, workshops, or stakeholder discussions and influencing outcomes without direct authority.
• Strong written and verbal communication skills, including the ability to explain complex findings clearly to leaders at different organizational levels.
• Ability to connect stakeholder needs, processes, systems, and business outcomes through systems thinking and analytical problem solving.
Preferred Qualifications
• Bachelor's degree or equivalent professional experience.
• Experience leading journey mapping, service design, or moments-that-matter initiatives.
• Experience with Tableau, Power BI, Power Platform, or similar reporting and analytics tools.
• Experience supporting healthcare, behavioral health, service operations, or customer experience programs.
• Experience developing executive presentations and business recommendations.
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 93,200 - 155,400 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.
