CX Innovation & Insights Lead - Cigna Healthcare - Hybrid
Core
Own the measurement and insights analysis function for US Employer Customer Experience, connecting customer, operational, digital, service, and financial data to demonstrate business value and shape priorities.
Role type
Senior IC customer experience insights lead
Builds
CX scorecards, dashboards, and executive reporting for Health Sense and broader CX innovation
Domain
Health insurance / Healthcare technology
Deliverable
dashboards & analysis
Required skills
Product management, customer experience leadership, data analysis, executive reporting, NPS, design thinking, agile methodologies, health insurance product knowledge
Preferred skills
Innovation frameworks, regulatory knowledge
Technologies
NPS, digital data, service data, financial data
Responsibilities
Manage the USE CX scorecard and KPI framework; Own metrics, scorecards, and dashboards for CX value realization; Connect NPS, operational data, digital data, service data, and financial outcomes; Produce monthly and quarterly executive reporting; Quantify value realization from CX investments; Support board, MBR, and transparency reporting; Translate customer insights into recommendations for product priorities.
Seniority
Senior, hands-on IC