Job descriptionAs a core member of a Service Operations Strategy team, this role is focused on development and driving of various Customer Service Strategies across our operations. This individual will partner across business units to align existing strategies, evaluate new capabilities and drive innovation to enhance the Customer Service experience.
This is a unique opportunity to work on service models & solutions that span across multiple brands underneath Evernorth and Cigna offerings. This individual will be responsible for developing and managing multiyear strategic roadmaps, preparing and submitting business cases, identifying customer experience and service improvement opportunities and offering solutions to simplify and coordinate experiences across lines of business.
Duties and Responsibilities:
Partner with enterprise Portfolio, Strategy and Operational leadership to share roadmaps for Customer Service Operations
Lead and direct different cross-functional programs and projects of varied sizes and types concurrently
Reconcile roadmaps across stakeholders to identify synergies, new opportunities and advise on prioritization
Experience with and enthusiasm for analytical problem solving. Examples include: market research, white paper development, business case development, design thinking etc.
Consolidate insights from internal and external best practices to inform the Service Ops strategy
Prepare and design artifacts in support of the strategic decision making process, including executive reporting, governance documents and backlogs
Contribute to and influence strategic direction for senior leadership using formal and informal communication
Exercise decision-making and independent judgment while being aligned with stakeholder needs and management
Conduct analytics to support ideation and business case development to build strategic roadmaps and enterprise portfolio submissions to support the provider value stream
Managing Vision and Purpose
5+ years’ experience in contact center, omni channel, automation or customer experience design (preferably in Health Services PBM/HD)
4 Year College Degree or comparable experience minimum
Passion for Healthcare Service, technology and improving experiences
Resourcefulness, nimbleness, and the ability to stay positive under pressure
Strong attention to detail
Comfort with ambiguity
Organizational Agility and Executive presence
Effective written and verbal communication skills
Proficiency in Microsoft Office Products
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 99,500 - 165,900 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.
We want you to be healthy, balanced, and feel secure. That’s why you’ll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you’ll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer 401(k) with company match, company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year and paid holidays. For more details on our employee benefits programs, visit Life at Cigna .
Cigna Corporation exists to improve lives. We are a global health service company dedicated to improving the health, well-being and peace of mind of those we serve. Together, with colleagues around the world, we aspire to transform health services, making them more affordable and accessible to millions. Through our unmatched expertise, bold action, fresh ideas and an unwavering commitment to patient-centered care, we are a force of health services innovation. When you work with us, or one of our subsidiaries, you’ll enjoy meaningful career experiences that enrich people’s lives. What difference will you make?
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: [email protected] for support. Do not email [email protected] for an update on your application or to provide your resume as you will not receive a response.
Cigna 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.
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