Enterprise CX Strategic Planning Senior Advisor

Role Summary

The Enterprise Customer Experience Strategic Planning Senior Advisor is an enterpriselevel individual contributor role responsible for helping shape steward and advance Cignas customer experience (CX) strategy across multiple business units and portfolios. This role operates beyond any single line of business partnering with enterprise stakeholders to align priorities investments and decisions to the customer problems that matter most.

The Senior Advisor brings strong analytical rigor and strategic judgment using qualitative and quantitative data to assess performance identify patterns and risks and translate insights into clear strategic direction. Comfortable operating in ambiguity this role helps leaders navigate complexity evaluate progress and make informed decisions. The role works collaboratively across Business Units (USE PBS and Accredo) and enterprise functions to deliver datadriven executiveready insights that inform CX strategy governance and planning.

Key Responsibilities

• Support the development refinement and stewardship of the enterprise customer experience strategy ensuring alignment across business units and enterprise priorities.
• Perform rigorous strategic analyses using qualitative and quantitative data research performance trends and initiative outcomes to develop prioritized enterpriselevel insights on customer needs pain points and opportunities that inform leadership decision making.
• Partner collaboratively with multiple Business Units (USE PBS and Accredo) and enterprise teams to align CX priorities surface tradeoffs and drive aligned enterpriselevel prioritization of initiatives.
• Assess progress against enterprise CX priorities at a strategic level synthesizing insights from inflight initiatives to identify implications for strategy direction and future planning.
• Enable continuous tracking of CX strategy execution by overseeing analysis of business and initiativelevel metrics using insights as a feedback loop to inform strategy refreshes prioritization adjustments and coursecorrections when risks or gaps emerge.
• Develop clear concise materials to support senior leader and Boardlevel discussions.
• Partner with Competitive Intelligence Marketing and enterprise stakeholders to inform innovation efforts that expand competitive advantage and improve customer experience.
• Contribute to enterprise CX governance and planning forums by providing datainformed structured analysis and decisionready perspectives.

Qualifications

• Minimum 8 years of experience in customer experience strategy transformation consulting product or related enterprise roles.
• Proven experience using data insights and evidence to inform strategy and deliver datadriven insights that guide prioritization and decisionmaking.
• Strong ability to synthesize qualitative and quantitative inputs into clear prioritized decisionready perspectives for leadership.
• Strong collaborative and influencing skills with experience working effectively in highly matrixed organizations without formal authority.
• Proven ability to drive for results translating strategic direction into concrete actions execution and followthrough.
• Demonstrated ability to operate at an enterprise level working across multiple business units rather than within a single line of business.
• Demonstrated comfort managing ambiguity and complexity bringing structure and clarity to evolving or illdefined problem spaces.
• Demonstrated project and initiative management skills with the ability to manage work across multiple stakeholders prioritize effectively and coordinate progress in a matrixed environment.
• Excellent written and verbal communication skills including experience supporting senior or executivelevel discussions.
• Resilient adaptable leader who navigates change with optimism and confidence.
• Experience in healthcare financial services or similarly complex customeroriented industries preferred.
• MBA or advanced degree preferred.

If you will be working at home occasionally or permanently the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.

For this position we anticipate offering an annual salary of 119600 - 199300 USD / yearly depending on relevant factors including experience and geographic location.

This role is also anticipated to be eligible to participate in an annual bonus plan.

At The Cigna Group youll enjoy a comprehensive range of benefits with a focus on supporting your whole health. Starting on day one of your employment youll be offered several health-related benefits including medical vision dental and well-being and behavioral health programs. We also offer 401(k) company paid life insurance tuition reimbursement a minimum of 18 days of paid time off per year paid holidays and leaves of absence. For more details on our employee benefits programs click here.

About The Cigna Group

Doing something meaningful starts with a simple decision a commitment to changing lives. At The Cigna Group were 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.

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 need a reasonable accommodation to complete the online application process please email for assistance. Please note that this email inbox is dedicated to accommodation requests only and cannot provide application updates or accept resumes.

The Cigna Group has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama Alaska Arizona Arkansas Delaware Florida Georgia Hawaii Idaho Iowa Kansas Maryland Massachusetts Michigan Nebraska Ohio Pennsylvania Texas Utah Vermont and Washington State.

Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal state and local ordinances.