Head of Customer Experience (CX)

CX Strategy & Leadership

• Define and own the end to end CX vision, roadmap, and operating model
• Act as the executive owner of customer outcomes across all functions
• Embed customer centricity into strategic planning, governance, and KPIs

Performance & Outcomes

• Own CX performance metrics (NPS, CSAT, CES, complaints, retention)
• Translate customer insights into enterprise wide improvement priorities
• Report CX performance and risks to executive leadership

Cross Functional Enablement

• Partner with Operations, Medical, IT, Digital, Compliance, and Sales
• Champion CX investment cases and prioritize improvement initiatives
• Lead CX culture, capability building, and leadership engagement

Governance & Compliance Oversight

• Ensure CX practices comply with healthcare, privacy, and regulatory requirements
• Sponsor CX governance forums and decision frameworks

About The Cigna Group

Doing something meaningful starts with a simple decision, a commitment to changing lives. At The Cigna Group, we re dedicated to improving the health and vitality of those we serve. Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients. Join us in driving growth and improving lives.

Experience & Skills

• 10+ years in CX, Operations, Strategy, or Transformation
• Senior leadership experience in healthcare, insurance, or regulated services
• Proven CX transformation and stakeholder influence
• Strong commercial, regulatory, and customer advocacy balance