CX Digital and Tech

CX Digital Product & Analytics Enablement

Location: Bangalore

Band: Senior Band 3

Role Purpose

Provide strategic CX Digital leadership across postsales customer journeys with a strong focus on technologyenabled experience improvements product development partnership and datadriven decision making across International Health markets.

This role supports CX teams by working closely with Product Engineering Analytics and Platform teams to ensure customer experience initiatives are embedded into product roadmaps and delivery cycles not treated as downstream optimizations. The role brings a strong analytics mindset to CX problemsolving helping teams identify friction measure outcomes and continuously improve postsales experiences across web and mobile platforms.

Key Responsibilities

CX Digital & PostSales Experience Ownership

• Act as a strategic CX Digital partner for postsales journeys including claims benefits coverage provider search account management and service flows
• Translate CX priorities into clear product and technology requirements ensuring they are built into product backlogs and delivery plans
• Support CX teams in shaping scalable repeatable experience improvements across markets and platforms

Product & Technology Partnership

• Work closely with Product Managers Engineering leads and Platform teams to influence roadmaps with a strong CX lens
• Review and contribute to product discovery solution design and delivery tradeoffs ensuring CX considerations are balanced with technical constraints
• Act as a bridge between CX strategy and daytoday product development execution across web and mobile ecosystems

Analytics Insights & Measurement (Core)

• Bring a strong analytics and datadriven mindset to CX Digital initiatives
• Define and track CX success metrics including funnel performance dropoffs adoption engagement and outcomebased KPIs
• Partner with Analytics teams to:

• Interpret quantitative and qualitative data
• Identify root causes of CX issues
• Measure the impact of product and experience changes

• Translate data into clear insights and recommendations for CX Product and leadership stakeholders

Digital Platforms & Delivery Understanding

Strong understanding of modern digital platforms including:

• CMSdriven web platforms
• APIbased integrations
• Authentication and loggedin experiences
• Mobile app ecosystems (iOS / Android)
• Ability to engage confidently in delivery discussions sprint planning and prioritization without being a handson developer

Governance Enablement & Ways of Working

• Define CX Digital standards frameworks and best practices for postsales journeys across markets
• Enable markets and teams through playbooks guidance and selfserve frameworks reducing dependency on adhoc solutions
• Ensure alignment across CX Product Technology and Analytics teams on priorities measures and outcomes

Core Skillset & Capabilities

CX & Journey Expertise (Critical)

• Deep understanding of endtoend customer journeys particularly postsales and service experiences
• Experience working closely with CX UX Product and Engineering teams

Product Development & Technology Acumen

• Strong ability to understand and influence product development processes roadmaps and delivery models
• Comfortable translating CX needs into clear actionable product requirements

Analytics & Data Fluency (Critical)

• Strong background in digital analytics and performance measurement
• Experience working with dashboards KPIs funnels and insight generation
• Ability to use data to drive prioritization decisionmaking and outcome measurement

Regulated / Insurance Domain Experience (Preferred)

• Experience in health insurance financial services or regulated environments
• Understanding of:
  • Compliancedriven constraints
  • Trust accuracy and consistency requirements
  • Highintent postsales journeys

What This Role Is Not

• Not a pure marketing or acquisition role
• Not a handson engineering role
• Not executiononly delivery

This role is about strategic CX Digital enablement product partnership and analyticsled improvement of postsales experiences at scale.

About The Cigna Group