Agile Experience Manager Cigna Healthcare

About Cigna Healthcare

Cigna Healthcare is a global health service company dedicated to transforming healthcare. With roots in the U.S. and operations in over 30 countries we serve more than 180 million customers and patients worldwide. Ranked 13th on the Fortune 500 in 2025 Cigna is recognized as one of the most trusted and influential names in the industry.

Our mission is to improve the health well-being and peace of mind of those we serve.

Join our globally recognized brand where trust communication and a positive culture are at the core of everything we do. Our leadership is consistent approachable and supportive-ensuring your well-being and work-life balance.

Were looking for individuals who thrive in collaborative environments are passionate about meaningful change and want to grow in a company that puts people first.

At Cigna youll be part of a purpose-driven team that values innovation compassion and impact. Whether youre shaping better care experiences or supporting customers through lifes key moments your work will matter.

Grow with us-and help shape the future of healthcare.

Overview

The Agile Experience Manager is accountable for defining and delivering the end-to-end stakeholder experience (e.g. Customer Client Provider Claims GOP) globally across Cigna International Health and reports to the Director Strategy & Transformation.

The role owns the experience vision roadmap outcomes and performance metrics ensuring alignment across business operational product data and technology teams. Acting as the single point of accountability for experience outcomes the Experience Manager drives measurable business value customer satisfaction operational excellence and continuous improvement through influence in a complex matrixed environment.

Scope & Positioning

• Owns end-to-end stakeholder experiences across journeys products and touchpoints globally.
• Accountable for experience outcomes performance and continuous improvement.
• Leads an agreed portfolio of stakeholder journeys services and products.
• Operates across multiple markets and functions balancing global consistency with local requirements.
• Influences investment decisions prioritization capacity allocation and roadmap sequencing.
• Provides visibility of experience performance risks dependencies and value realization.
• Acts as the integration point across Medical Clinical Provider Customer Operations Technology Data & Analytics Commercial Risk Legal Compliance Privacy Security and Change teams.

Key Responsibilities

Experience Strategy & Vision

• Define and maintain the experience vision strategy and roadmap.
• Translate business and customer needs into measurable outcomes and priorities.
• Align experience initiatives with enterprise strategy and business objectives.
• Leverage customer insights operational data market trends and emerging technologies to drive continuous improvement.

Outcome Delivery & Performance

• Define and monitor outcome-based KPIs and success measures.
• Own financial operational and experience performance outcomes.
• Drive delivery of measurable business value through coordinated execution.
• Establish transparent measurement and reporting frameworks.

Cross-Functional Leadership

• Align multiple Agile teams around shared experience outcomes.
• Drive end-to-end flow across product process technology and service layers.
• Resolve dependencies priorities and delivery barriers.
• Build alignment across stakeholders without direct line authority.

Financial Risk & Governance Management

• Manage experience-level investment priorities and value realization.
• Balance demand based on business value customer impact and strategic objectives.
• Ensure compliance with regulatory contractual privacy security and governance requirements.
• Lead governance discussions related to experience performance and delivery.

Leadership & Influence

• Act as a senior leader across business operations product and technology stakeholders.
• Champion customer-centricity accountability and outcome-driven decision making.
• Coach teams in adopting experience-led ways of working.
• Lead organizational change and adoption of experience improvements.

Key Success Outcomes

• Improved stakeholder experience and satisfaction.
• Achievement of agreed experience operational and financial KPIs.
• Increased adoption of delivered capabilities.
• Reduced complexity cycle times and cost-to-serve.
• Strong cross-functional alignment and roadmap delivery.
• Effective management of risk compliance and governance obligations.

Required Competencies

• Strategic thinking and business leadership.
• Strong Agile delivery and transformation expertise.
• Customer-centric and outcome-driven mindset.
• Excellent stakeholder management and executive communication skills.
• Commercial financial and analytical acumen.
• Ability to bridge business operational and technology perspectives.

Education & Experience

• Bachelors degree in Business Healthcare Technology Engineering or related discipline or equivalent experience.
• MBA Masters degree or Agile/Product certifications preferred (SAFe Scrum Product Management Change Management).
• 10 years of leadership experience in complex transformation customer experience product operational or technology environments.
• Experience operating within global matrixed organizations and influencing without direct authority.
• Proven experience developing strategy roadmaps business cases and measurable outcomes.
• Strong understanding of digital platforms data analytics automation and AI.
• Healthcare health insurance or other regulated industry experience preferred.
• International and multi-market experience desirable.

Key Stakeholder Relationships

• Product Management and Product Owners
• Medical Clinical Provider and Customer Operations
• Technology Architecture Data Analytics Automation and AI teams
• Commercial Finance and Market Leadership
• Risk Legal Compliance Privacy and Security
• Change Readiness and Communications

Why Youll Love Working here

• Competitive salary

• Multicultural and hybrid working environment

• Private Medical Insurance

• Employee Wellbeing Benefits

• Educational Development Program

About Cigna Healthcare

Qualified applicants will be considered without regard to race color age disability sex childbirth (including pregnancy) or related medical conditions including but not limited to lactation sexual orientation gender identity or expression veteran or military status religion national origin ancestry marital or familial status genetic information status with regard to public assistance citizenship status or any other characteristic protected by applicable equal employment opportunity laws.

If you require reasonable accommodation in completing the online application process please email: for support. Do not email for an update on your application or to provide your resume as you will not receive a response.