US Employer Customer Experience & Innovation Director - Cigna Healthcare - Hybrid

Job description

Director, Customer Experience & Innovation (Employer Business) Customer Experience (CX) is a powerful catalyst for growth, trust, and affordability at The Cigna Group. Every interaction—digital, clinical, service, financial, and communication—shapes how customers feel and how our business performs. As the Director, Customer Experience & Innovation for our U.S. Employer business, you will turn CX strategy into meaningful, measurable impact. This is a high‑visibility role for a strategic, collaborative leader who is energized by connecting ideas, aligning teams, and improving experiences that matter. If you thrive at the intersection of strategy, execution, and innovation—and believe progress happens when ambition is paired with compassion—this role offers the opportunity to make a real difference. Responsibilities: Drive CX Strategy Into Action: - Own and evolve the U.S. Employer CX delivery roadmap, ensuring strong alignment across products, portfolios, lines of business, and enterprise initiatives - Create a clear line of sight between CX priorities and business outcomes, translating strategy into in‑year impact - Represent CX as a trusted business input in portfolio planning and...